Paulines Creamery — Restaurant in England

I’ve been coming to Pauline’s Creamery in Newquay for well over 20 years, as a loyal returning customer who’s sung their praises many times in past-reviews. Sadly, this year’s visit (2025) has left me baffled, disappointed, and wondering if the place has been taken over by new management or hust very poor staff recruitment.

We popped in around 3:30pm on a Tuesday, tempted by years of excellent produce and service, but also both the big yellow sign advertising “Seating Upstairs and the blackboard out front offering "Afternoon Tea Available”. Perfect, we thought! Except… not.

When asked if there's available seating upsators, one staff member said yes, another said no, then both of them stared at us like we’d just asked them to personally churn the butter and bake the scones from scratch. After a little awkward whispered committee meeting, they announced that actually the tea room was now closed. No reason given. Odd, really, considering there were very visible human beings sitting upstairs eating and drinking.

The whole experience felt less like being welcomed into a cosy Cornish creamery and more like gatecrashing a staff meeting about how much they hated customers. The service was cold, disengaged, and at times verging on outright rude, when we considered asking about produce to then takeaway.

Would I have recommended Pauline’s in the past? Absolutely — 5/5, no hesitation. Would I recommend them after this year? Not a chance. If this is the new standard, I’d suggest shutting the doors, having a serious rethink about recruitment, and remembering that customer service is supposed to be part of the job, even if we are "tourists".

Pauline’s — I miss...

I had to find Pauline's on Google. I can't thank the staff, and one lady in particular enough after today! I have a non verbal fussy eating 2 year old, I spent 45 minutes looking for somewhere that had food she would eat and was failing. I went into Pauline's desperate and after seeing the sandwiches in the window asked if it would be possible to have one made up as I was desperate, the lady didn't hesitate when asked by staff and went as far as to cut off the crusts. When I left, happy to finally have something for my daughter to eat, a seagull attacked me and took the sandwich as well as the one I got for myself. After being so overwhelmed looking for somewhere that would help me with her lunch, to have that happen I was so upset! I went back in tears and asked if she could please do it again and apologised for the inconvenience, the lady did not hesitate, made me another sandwich free of charge.. And when my partner went back for mine as I was only bothered about my daughters at the time, she gave him that one free as well as a brownie and wished us a nice day! I know this is a long review but honestly this really made my day, such a selfless act of pure kindness that I won't forget! The food there is so nice and fresh, service unbeatable and I honestly couldn't recommend high enough! If the lady (I'm so sorry I didn't catch her name) does see this, thank you so, so much! I really appreciate everything, it may not seem much but honestly, it...

After being greeted by an extremely rude girl behind the counter (dark hair and nose ring) we had a lovely lunch followed by the best cream tea we've ever had and was served by a lovely member of staff upstairs. As we were visiting from Birmingham we wanted to take some scones, cream and jam home with us. On exiting the shop downstairs the same member of staff that greeted us so rudely then made us feel like a complete inconvenience for asking for some scones to go. Firstly telling us they were closed, then changed her mind and asked us what we wanted to then point at the scones to indicate that's what was left, when we then asked for the remaining scones she then huffed and puffed and moaned that she would now have to make some more. I got extremely irate with this as part of my job is customer services and wouldn't dream of speaking to a customer in this manner. After I expressed how rude she was being she just laughed at us as we left. Would never go there again!! The food was great but the service from one particular member of staff was shocking!! Absolutely disgusting how one lazy, inconsiderate, rude member staff can ruin a business. I hope for your sake you...