Creams Cafe Cheltenham — Restaurant in Cheltenham

We visited the Creams restaurant in Cheltenham on Monday 31st May at 08:30pm. We were a party of 14 (8 adults and 6 children). We were given 3 tables which is fine and understandable due to the regulations. I want to state that the service was extremely awful and unprofessional for an upcoming chain of desserts restaurants. The lady who received us at the entrance did not look happy (perhaps it was late in the day for her). She told us several times what the rules were. Once or twice should have been enough to set the grounds.

Just as we settled on our tables at 8:40pm, she was back again within minutes to say we are busy, and the last orders are at 09:20pm. The entire restaurant was empty except one table. There were no people waiting to collect delivery orders either so where did she get “busy” from? She did not give us time to pick and choose and wanted to rush us. However, when we ordered, we requested a vegan base cookie dough with standard milk chocolate. This was a simple requested alteration to the order. The lady at the till confirmed this back to us, made a note on the receipt and the gentleman cooking at the back also said its possible and will provide accordingly.

Here comes the desserts with revolting vegan chocolate and rotten strawberries! Then the long wait for a set of cutleries. By the time these were delivered to the table, most of the ice cream had melted. When asked why we didn’t get milk chocolate as requested, the lady behind the counter checked the order and said “OH” …but didn’t say what exactly is she going to do to rectify the mistake. Another catering staff suggested they will give us small pots on the side. We accepted this but it’s clearly not acceptable the way things are dealt with.

When we asked about the strawberries, they said they have been cut since the morning. Would be interesting to know what food hygiene or food safety procedures are in place in the restaurant? Cutting up fresh fruit from the morning and using the same at 9pm. Its clearly asking for trouble and looking to harm.

We could not stand the revolting food any longer and left the desserts. We received a partial refund but in conclusion that restaurant is rank and the staff are clueless and lazy. Especially the lady at the front who initially showed us to our tables. Will never visit Creams in Cheltenham again as there are better places out there. Very...

TERRIBLE! I’ve been living in Cheltenham since 2022, and when I first visited Creams that year, I really enjoyed it — the desserts were great, the service was decent, and it felt like a reliable treat spot. Unfortunately, since 2023, things have completely changed. The service has gone downhill massively. They often seem understaffed, the team members are frequently rude or dismissive, and my orders have been wrong more times than I can count and can not remember when it went right — especially when ordering through delivery apps. The food often arrives cold for cookie dough, missing items, or not matching the order at all!!

A recent example: my friend ordered a gluten-free dessert, and they got it wrong twice in the same visit. I’ve had the same issue when ordering a vegan option — it came completely incorrect, and no apology or solution was offered.

The only reason I returned recently was because I couldn’t get to Kaspa’s, but yet again, Creams let me down with another incorrect, cold order.

I’ve been going to Kaspa’s for the past year now and genuinely love it — the staff are friendly, the desserts are consistently delicious, and they get the order right every time. If you’ve had similar issues at Creams, I highly recommend heading to Kaspa’s instead — it’s just a 20-second walk away, and the difference in quality and service is night and day.

BEAWAR: For the chocolate hot fudge cake sundae, it would be cold and not have much cake it in and no melted chocolate. They said to me that when they cut a slice they then cut it across which means one person get the icing and the other just get the...

I love going to creams, not just for the well served desserts as well as for the fact that they accommodate allergies and vegan options, however my last experience on the evening of Friday 4th October was such a disappointment. There this female member of staff soooooooo rude that if it wasn't because it was the first time of my vegan friend there and she so excited to try her vegan chocolate waffle I would just walk away. This female staff was the tallest of all 3 of them and seemed to be in charge, it's a shame I didn't catch her name, she was being terrible, not only to her colleagues but also to the customers. Everyone, customers, were shocked and looking at each like "is this really happening!?", such a terrible customer service skills and lack of professionalism. I will return to Creams because I have had a good experience there before and our waiter, a short male, was very kind and apologetic for the situation, he saved the day, however if this was my first time at Creams I would never consider going back. Next I go back if this same blonde female member of staff is there and in charge again I will not stay. I have worked in the front of house, and it can be stressful however customer service is key. My wish was to send this young lady home to learn some manners and stop ruining other people business. It is no one fault that you are having an off day. There was people who actually left the shop and the deliveroo guy was also upset about the whole thing. Our experience was an absolute chaos and I do hope it doesn't...