Cafe jaxx — Restaurant in Great Britain

I’ve been a regular customer at this establishment for over a year, and every Friday my team and I enjoy our weekly Jaxx treat. Until recently, everything was smooth—ordering over the phone was never an issue. However, in the past few months, things have changed. We were asked to start emailing our orders, which we did without hesitation. Our first negative experience occurred when we placed an order around 11:30 AM, only to be told they couldn’t accommodate it because they were too busy. While disappointed, we understood that things can get busy around meal times, so we accepted it and were informed that in the future, we should submit our orders before 11 AM on Fridays. We complied without issue from that point forward.

Unfortunately, today’s experience was even more frustrating. We placed our order at 10:20ish AM via email, as requested. When we called to confirm, we were abruptly told that they couldn’t accommodate our preferred pickup time of midday. We were left feeling dismissed and were told they couldn’t offer us any time at all. There was no apology or effort to resolve the situation, which was particularly disheartening after being a loyal, regular customer who spends a decent amount each week. To make matters worse, we were told that other customers were preordering a day in advance. Had we been told this from the start instead of being advised to order before 11 AM, we would have gladly complied.

What really stood out to me was the attitude we received—it felt as though we were inconveniencing the staff despite being paying customers. It’s very disappointing, especially considering how much we’ve supported this business over the past year. I hope the management takes this feedback seriously to improve customer service and communication...

Very disappointed!! Today I telephoned my order, the same order as I have had several times in the past. The lovely lady accepted my order, pick up in 15mins. On arrival was told I couldn't have my usual order as it wasn't what was specifically on the menu, I have never been refused my specific order until today. I was told customers complained and it was messy, how can a pastrami, brie and spinach...

Food is gorgeous and fresh, my only complaints were that my sandwich had a damaged piece of bread that was missing half the crust (why would you serve that?) so the sandwich fell apart as soon as I picked it up… Also, my flapjack was missing half of the icing on the top (again, why serve this?) Other than that I love how fresh the food is, lovely atmosphere and staff...