Creams Cafe Lakeside — Restaurant in England

So bad. Went there on Pancake day, half the place was empty and we got shown to our table by the manager, we were waiting over half an hr when I spoke to the 3 ladies next to us, one had already received and ate her ice cream whilst the other 2 ladies had been waiting over 40mins for their waffles.

It was then I noticed the other tables all being served in halves, no table had a complete order, a cute couple in front of us had 1 order and the ice cream had melted before the 2nd one arrived.

I went up to the counter and requested a refund after waiting 30mins for 1 pancake.

At this point the manager came over and discussed with the cashier why I was he agreeing to a refund and what reason did I have for asking for it, ignoring the fact that I was standing right there the manager refused to acknowledge me.

I intervened and the manager began telling me that he only has 2 hot plates and the staff are trying and its a 40min wait.

I asked him why did not mention this upon seating us and why is he trying to blame his staff as he tried to scold the cashier for not telling me when we ordered - he had no explanation.

I advised that he must have a high turn over if this is how he treats them and as a manager who sat us, it'd make more sense for him to tell us so we could have made an informed decision.

He just tried to repeat himself to which I responded to advise I'd be writing a negative review and he laughed and walked off.

Avoid at all costs there are much nicer welcoming places to get...

Despite giving this dessert café a second chance, I was met with disappointment. We discovered a hair in our waffle, a concerning lapse in hygiene standards.

What compounded the issue was the initial reaction from the staff, which was dismissive at best. Efforts to address the matter were met with indifference and, disappointingly, some gossip among the staff at our expense.

After a lack of acknowledgement, we felt compelled to approach the till to seek a resolution. The staff were quick to place blame rather than assess the situation with diligence. It was only after insisting that they inspect the dessert more closely that they acknowledged the oversight and concluded that it was indeed their mistake – the hair had been cooked into the waffle, ruling out the possibility of it being from our party.

In the end, we were offered a replacement dessert, which we accepted. This gesture is appreciated, hence the two-star rating, but the initial service response and a repeat quality issue have left me...

Unfortunately it would have been lovely if my family had a good experience like some of the reviews I've read. However after my 2 and 3 year old daughters asked for ice cream my husband and I thought we'd try out Creams. We walked in and the lady stood there and did not even smile or greet us. Dispite the huge smiles on our daughters faces she stood there like a grouch. At this point I almost left but knew my daughters would be upset, so walked over and ordered. We then went and found our own seats. Right after her manager came out and a couple or friends came and her customer service skills couldn't have been better towards them. If we were secret shoppers working for the company she would most definitely be fired as she will loose sales for the company. We have young children and children like icecream, however I'm not sure I'll...