Creams Cafe Rochester — Restaurant in England

Dear Creams Cafe Management,

I am writing to express my deep disappointment with the service and behavior we experienced during our recent visit to your establishment. My family and I, along with a few friends, decided to have a quiet evening out as part of a farewell gathering. After bowling, we stopped by Creams Cafe for dessert, hoping to enjoy the rest of our evening. However, our experience was far from pleasant.

While some members of our group ordered desserts, a few of us were taking photos and videos to capture the moment, as it was an emotional and significant time for our family. During this time, my fiancé and I were abruptly approached and accused of filming a young girl who works at the cafe. The manner in which this was done was incredibly rude and accusatory, leaving us shocked and uncomfortable.

I fully understand the importance of respecting people’s privacy, but I want to clarify that we were in no way focused on recording any staff members. The photos and videos we took were of ourselves and the occasion we were celebrating. When we showed these to the manager, Ali, he did apologize for the misunderstanding. However, this does not excuse the behavior of the young girls involved, who were not only disrespectful but also extremely unprofessional in how they handled the situation.

As customers, we expect a certain level of service, especially in a family-oriented establishment. The attitude we encountered was completely unacceptable. While I recognize that misunderstandings can happen, there is a way to approach situations tactfully without alienating or offending your patrons. The staff’s rudeness, along with the loud and inappropriate conversations they were having amongst themselves, was unprofessional and ruined what should have been a special evening for us.

If my children had been present, I can only imagine how upsetting the situation would have been for them as well. This kind of behavior is damaging to your business, and it’s critical that your employees understand the importance of treating customers with respect. We are adults in our 30s; the notion that we were deliberately filming young staff members is not only absurd but insulting.

I would like to formally request a refund for the desserts we purchased, as the experience left us feeling uncomfortable and disrespected. Furthermore, I believe an apology from the staff members involved is warranted. No customer should leave your establishment feeling the way we did, especially after being falsely accused of inappropriate behavior.

I trust you will take this complaint seriously and address the issues with your staff to ensure future customers do not experience the same level of disrespect.

Thank you for your attention to this matter. I look forward to your prompt...

Disgusting customer service at Creams Rochester. Just visited and it was a shambles from start to finish. Assuming the rude man that served me was the manager, as he was in his own jumper and shirt, was inept, had zero product knowledge, struggled to work the til, and forgot to ask about sides. I went back up straight away when I realised he hadn’t processed the order incorrectly and he said he’d get on it. The people who ordered after me got their food and drinks first of waffles and milkshakes. Is it harder to make a cup of tea then a milkshake then? And the tea never arrived! When the food turned up it wasn’t as described and look very unappetising, also missing the sides that I went and corrected. Told the waitress and then waited 10 minutes for nothing. Taking the food back up and untouched as it was now cold and extremely unappealing. I tried to explain to the same guy what had happened and he continually talked over me. I asked for a refund because the whole experience was terrible. He told me that if I was going to be aggressive I could leave. I was calm, not shouting or swearing. I asked for a refund. He took me to a til which he couldn’t then operate correctly, taking 4 attempts. He made me sign a receipt to say I had got a refund before issuing a refund too!! This guy is a complete moron, and his name is Demmie. He also called me an idiot to my face, saying, ‘you always get one idiot,’ and then, ‘enjoy your stay’ - I wasn’t staying and I’m definitely never going back! I strongly suggest you don’t go either....

Service, what service! It was meant to be a special treat for my son's birthday, but it was a disaster. We've never been to a Creams before, and never will we visit another again. An order of 5 deserts and it was almost 12 minutes between the first being brought to the table and the last. My husband complained and apparently they cancelled the order after the first item was made £40 for a couple of scoops of ice-cream!!! They eventually found the order then only brought 3 of the remaining 4 items out A further complaint finally prompted the last of our order being brought to our table. When we arrived we were greeted by the front of house staff whose clothing looking like she's been cleaning out the bins, utterly disgusting. Other staff we either wearing hair nets as an accessory, with their hair spilling out all over the place, others simply didn't even bother. The service counters were filthy with spilled food items and staff looked like they were barely out of school. Would advise to steer well clear!. If we didn't have children with us who would have been upset if we'd walked out, there's no way we'd have...