The Apple Tree Coffee Lounge — Restaurant in East Staffordshire

I often arrange to meet friends at Barton Marina as it’s a great place to do so. Today I met up with some of my family for coffee and cakes and suggested we meet at the Apple Tree Coffee Lounge. All but myself had never been to the Apple Tree before so I thought it was a great place to take them to. The welcome was really pleasant, which was good but I soon discovered what a mistake that was! First problem was 2 of our drinks that we ordered were brought to the table very quickly. These we discovered were not our drinks (even though they were the exact drinks we had ordered) one of the servers came to us and made us feel very uncomfortable and appeared to blame us that we had someone else’s drinks. In fact it was the servers fault who brought them to our table. They were extremely muddled. Even the guy who took our order continued to have to check our order was correct. Instead of coffee and cake, 3 out of 5 of us decided to order a jacket potato. When the jacket potatoes arrived they were very nicely presented and looked delicious. However I could see them all struggling to eat them. When I asked if there was a problem with the jacket potatoes, they had not liked to mention there was a problem. My son ate all of his but my granddaughter left half of hers as did the other family member. I decided to call the server over to mention the potato’s were hard in places and not fully cooked. When the server came over I pointed the problem out - she was very dismissive and not understanding whatsoever. She could clearly see my granddaughter had left most of the meal. All she could say was you’ve ate half of it you should have said but as my granddaughter pointed out some of it was edible and did not realise that the potato in half of it was not fully cooked. The server just walked away and did nothing. I also spoke to the server who took our order as I felt her customer service was not acceptable. He did offer a hot drink but my granddaughter said we were about to leave and could she take a cold drink away with her. He went away and returned saying that it was a hot drink seated in the lounge or nothing and as he was a new member of staff there was nothing he could do about it. We paid the bill and left. The woman who served us and was rude and unhelpful totally blanked us as we left. The customer service was appalling. The dismissive attitude to the problem was not addressed whatsoever. Such a shame as it was a regular place that I liked to meet up with friends but I certainly don’t recommend it.

My reply to their aggressive and their untrue account of what happened, response and trying to put the blame on me for their incompetence is we were NOT all offered hot drinks - which I did not expect anyway - but because my granddaughter did not want a hot drink to compensate as we were about to leave she asked if she could take a cold drink away with her. This was refused. I also did NOT ask or expect any refund on anything - I just expected something of a different reaction than what was and not made to feel we were the ones in the wrong for the drinks and the potato problem. I do have to say Serco is very courteous and I felt he was very embarrassed at the attitude of the lady who acted the way...

Visited today, fairly busy but directed to a table and therefore did not see sign on counter indicating 45 minutes wait for food and nobody mentioned it when we placed order but, we weren't in a hurry luckily so we didn't mind. Unfortunately the long wait for nachos wasn't worth it in our opinion. Large bowl of nachos smothered in way too much salsa and some cheese on top - very disappointing.

Well, well, well there's no surprise to see your rude reply to my above review. In answer to your sarcastic comments perhaps we should have seen the notice about the wait but we were directed to the left as we entered not straight in front and we were certainly not told verbally of the wait but, as stated, we weren't in a hurry. I won't, as you suggest, ask for one nacho etc next time. There will not be a next time after your unprofessionallism. My visits (regular) to your establishment are now ended. Shame, as staff in the cafe were professional at all times and perhaps you should take a leaf out of their book!

Haha! Quite the comedian aren't you? I reiterate that staff in the cafe were professional and I do actually take offence to you suggesting I had selective hearing, my husband must have too but again I can assure you we were not informed but that is not an issue. Our waitress was busy and probably forgot, we all make mistakes. For your information I did mention about not enjoying the nachos and the young lady said she would pass our message on. There seems to be only one unprofessional person here. With regard to there being several other great alternatives nearby, how correct you are. Just looked at other reviews and replies on Trip Advisor....Ha! Aren't you the polite one ?(not)! P.S. for someone so perfect, check your spelling!

Hilarious that you are employed to represent an establishment. I fear you are going the right way to make yourself a laughing stock. I've received some wonderful messages regarding your attitude to customers (not just me may I add). Anyway, on a final note, as it is not fair on the youngsters employed at The Apple Tree, may I suggest you instruct your staff not to ask customers "if everything was alright with their food" as obviously you cannot cope with an opinion that differs from yours. Initially my review was exactly that, a review, my opinion, not a complaint, but your responses to that are "out of this world" and not in a good way. I am led to believe you have a high staff turnover, hmm, I wonder why? Over and out!

Where have all your rude comments gone? Good luck to you and yours answering all your emails. A lovely cafe in a lovely place ruined by your attitude towards customers who may dare to have an opinion, not even a complaint. I am indeed wasting too much of my time on you, some folk are just downright rude and have no consideration towards a customer's answer to a question? I'll miss my coffee in the Apple Tree but not enough to forgive your rudeness! If I had your attitude towards the general public where I work, I would have been dismissed. ...

Been waiting 40 minutes only to find the order as been lost, along with drinks, service whilst usually good was very poor had to beckon a waitress who checked and we had to re order but could not due to kitchen closes @ 1600.. still had a free cake and 7up.. not the full English i was expecting but these things happen Happy Easter everyone.

EDIT BASED ON OWNERS REPLY.

Good morning I hope you are well? I am not sure if you have read my review with an incorrect view point but I don’t believe this to have been a poor review, in fact the opposite confirming how you did handle the situation. To confirm, at no point was anyone berated, In fact we laughed a little at the situation with both your lovely front of staff waitress and the lady who came over to apologise and offer the cake! There was in fact a couple on there with the owner at the time discussing their wedding plans and I am sure that if I was in fact as you put it berating and being offensive to the point in being asked to leave that the owner (or lady in charge) would have walked the 6ft to our table to discuss the matter! I am not sure if you got me mixed up with another customer so I will give you the benefit of the doubt on this occasion, however I am sure that being a public place you have plenty of CCTV cameras which can be accessed to confirm the situation, we were on the high table by the window not at all causing offence to anyone else, we laughed with the lady as we left, smiled and wished everyone a good day! Now, as I say I’ll give you the benefit of the doubt but would suggest that next time when a table has been sat there for 50 mins (evidence with a lovely photograph of the view) without a drink or food; perhaps that could raise a question or two, but also when our foot order was retaken the waitress was not aware that the food service stopped at 4pm, food for thought maybe, but as a closing statement I’d ask you to perhaps reconsider your response to my review once you have watched the CCTV. Now to both the waitress and the lady who also came to assist, they were both courteous and a credit to your business, hopefully they are treated with more respect than this review! Have a great day!

Given you seem determined to suggest that I acted without respect, I kindly request to be provided with a copy of your CCTV, this I am sure will settle the matter once and for all.

time at your premises was between 15:39 and 16:46, sat at one of the high tables facing the marina..

I will provide contact details when required or view the CCTV on your premises if a copy cannot be obtained..

Kind...