Moathouse Bakeaway & Coffee Co. — Restaurant in Arun

If I could the I would give this place less than 1 star. Walked in at 9:40 with my 3 year old son and my mum and dad. Chose our table and within 2 minutes were approached to ask if we were ready to order but we had not had a chance to look at the menu. When we asked for a few more minutes we were told ok in a tone that seemed to be of inconvenience to the waitress. When we were ready our order was taken. I ordered a breakfast but asked for no eggs and beans and to have mushrooms in their place, this seemed to again be of an inconvenience to the waitress. For my son I ordered 1 sausage, 1 bacon and toast, again waitress came across as if that was an issue for her to write down. My mum ordeeed a breakfast with scrambled egg instead of fried and my dad ordered a breakfast as it comes. We also ordered coffees (1 double shot macchiato, 2 lattes and a fruit shoot). When the coffees came my dads wasn’t what he ordered and our lattes were tepid, like they go when you’re near finishing a latte. They corrected my dads coffee for him. We waited patiently for our food but after 45 minutes we had to ask where it was. By this time a table next to use had sat down, ordered, eaten and paid (which the gentlemen queried his bill to get a rude tone response from the same waitress). We asked where our food was and were told it was just being plated. 10 minutes later it arrived. So after 55 minutes we were served our brunch with mine and my dads being served as we ordered it but my mums had fried eggs and not scrambled as she’d asked and my son was served 1 sausage and 1 fried egg (not the sausage bacon and toast I’d ordered). We queried this with the waitress who served us our food who went to the older waitress who took our order who came over and just said “what’s your problem” and we explained why we were unhappy to which she replied “well you’ve been given what I wrote down”. Clearly she didn’t listen to what we’d asked for and didn’t offer to change our breakfasts and even if she had we were not prepared to wait any longer particularly as my son was now so hungry he was holding his stomach. We informed her we were not staying or paying and started to leave when she sarcastically said “well I’m sorry it’s not to your liking but it’s what you order”. It sure wasn’t my dear was what I should have said but thought there is no point as this waitress wouldn’t give a dam. She has no front of house skills at all and really seemed to not understand what customer service is about. We left very disppointed still hungry but a little out of our appetite nd I now had one very sad hungry 3 year old who loves his breakfasts. We decided to go to Motte and Bailey where I like to frequent regularly when in Arundel and they gave great service, served up our breakfast within ten minutes of ordering and couldn’t of been more helpful. The waiter Charlie was brilliant, we explained what had just happened and how my son was very hungry, he said we’d be waiting no more than 20 minutes for our food but came back with after handing in our order to let us know the chef said it’ll be ready in 10. If you are ever in arundel and you our looking to go somewhere for food then do not go to the Moathouse. Shockingly bad for service and wait time on food. The quality of the food could be amazing but I wouldn’t know as have never eaten there, just got to sit down and have a coffee for an hour. Go to the Motte and Bailey, great atmosphere, friendly, great food, great service...

Am just responding to your response from earlier which I shall copy below. Just wanted to point out a few things.

1- We did actually buy 3 of the icecreams from you as I can see a £7.50 payment has come out of my account, so your comment that we didn't buy anything is incorrect.

2- Whilst eating one of the icecreams on our way up to the lake we did find a green lump within one of the ice-creams which was minty so had cross contamination. 3- Only saw the standard cones and if I had been asked if I wanted waffle cones would have chose that instead, chance to upsell missed. 4- I would guess that most of your customer base are people on their days off visiting the town putting money in your tills otherwise you probably wouldn't have a business to run! I have spent 30+ years in retail and know just what it's like working bank holidays and weekends and seeing people enjoying their time off when you're working, surely you have time of when you go out and about! 5- to be honest your response shows that you're not that bothered about a bit of feedback and go on the offensive. This was my first time coming into your place and will be the last. Good luck serving all the other people that are enjoying their day off. Cheers

Thank you for your review. We only advertise Vegan vanilla ice cream clearly which most people are happy that at least we sell that. Along with the other 14 flavours we sell we also sell good quality waffle cones if you had bothered to look. I believe you came in very late in the day and didn’t actually buy anything. Like all businesses we are finding it difficult to get good staff but the staff that we have work very hard and should be given some credit that they are actually working whilst your off enjoying your day. Not Chaotic...

When we arrived the cafe was about 50% full, some staff could be seen chatting in the background, the first two tables we saw were covered in crumbs and sticky stains across them and since we have been here (around 30 mins) the tables have still not be cleaned. We sat down and waited for around 10 minutes and when no one had come to the table we thought that perhaps you had to go to the counter only to be told that they would come to the table to take our order. Someone came and did apologise, took our order of two cream teas and 5 minutes later a plate with two scones and a large pot of cream and a second one with jam was plonked down in front of us, there was no thought what so ever into presentation we also thought it would have been nice to have our own individual pots of jam and cream, one of the scones had plenty of fruit in it but the other hardly had any, we asked for it to be changed and it was taken and plonked back down again on a plate covered in crumbs. There was hardly any fruit in this scone either but bored of trying to correct things we just accepted it. The texture and taste of the scone was quite good, the jam could have been any old generic jam from a super market and the cream was what I would have expected. I have to say the service has been awful no one has come to see if we are ok and after such a shaky start it would have been appreciated. On a plus side there is free WiFi and it works well! Prices not particularly cheap, £3.95 for a tea and badly presented scone. Toilets clean but...