MAW — Restaurant in England

I revisited this café today, having had an okay experience in the past. Unfortunately, this visit was disappointing.

I ordered the pancakes as it was their pancake special day — they arrived visibly burnt. My daughter had scrambled eggs and bacon on sourdough. The eggs were undercooked, the bacon appeared to have been reheated, and the bread was stale. Overall, the food was very poor.

When I mentioned the issues to the woman in charge, she responded dismissively, saying no one else had complained and that the pancakes didn’t look burnt. She did offer to replace the dish, but as we’d already waited a while, I declined. She took the food away before I could take a photo, which was unfortunate.

Staff were generally rude, and the customer service left much to be desired. I won’t be returning.

In response to you contesting my experience:

We entered the café and were completely ignored, so we seated ourselves. Then we were asked to move because the table was apparently not stable.

I asked if I could have a mug of hot water with a tea bag on the side, as I prefer to make my tea very weak. Instead, I was brought a small tea cup. I politely asked again for a large mug—which is surely not too much to ask when paying £3.50 for tea. A small mug was then brought again, and I had to repeat the request once more.

Three-quarters of the food was left uneaten—it was burnt and dry. When I mentioned this, your response was rude and dismissive, saying “no one else has complained.” I was asked if everything was okay, but clearly, honesty wasn’t welcome.

For the record, I neither asked for nor expected a refund. I simply expected decent service and food, and the ability to raise an issue without being spoken to so rudely.

I’ve since seen that others have left similar reviews—your staff seem to have a pattern of being hostile when customers raise concerns.

Even the customers next to us had issues—they asked for ice cream because their pancakes were too dry.

And lastly, eggs that are running off the plate aren’t just unappetizing—they’re a potential...

LET THIS BE A WARNING TO ANYONE WISHING TO BOOK A BOTTOMLESS BRUNCH FOR A LARGE GROUP!

Recently we booked a table for a friend’s hen do for 14 of us, we were asked to pay a deposit to secure the booking. This booking was made 10/02/25. Due to a numbers change and some complications in dietary requirements as a group we decided it was not worth what we were going to pay and decided to cancel the booking. The booking was cancelled 20/02/25 only 10 days later.

In the terms and conditions on the website it clearly says they require 7 days notice for cancellation (see screenshot) however, even though we were giving Maw 72 days notice (Hen do date 03/05/25), Maw refused to refund our £130 deposit!

I have posted the poor reasoning we were offered and the attempt to blame us for them not being able to fill the booking within the 72 days notice we gave them!

I write this not to bring them down but to try and get back the money that is rightfully ours. You didn’t provide us a service, there is no way you can reasonably keep our money. I would have...

Disappointing experience — they don’t honor their own refund policy.

We booked a hen do brunch for 14 and paid a £130 deposit on 10/02/25. We cancelled just 10 days later, on 20/02/25—giving 72 days’ notice before the event (03/05/25).

Maw refused to refund the deposit, despite their own terms stating:

“Deposits are refundable if we are given 7 days’ notice of the cancellation”

Their excuse? They “may not be able to rebook” the table. But with over two months’ notice, that’s not our responsibility. No service was provided, yet they kept our money.

Good customer service would mean honoring your written policies and treating customers fairly. They have since claimed their t&cs suggest they can keep our money which is absurd as never have I come across policies where no matter what notice you give they are in essence taking your money. If you're planning a group booking,...