Bakery - The Italians — Restaurant in London

After a very positive first experience with The Italians when I last visited, I decided to go again with my family for lunch. As you can tell by my Google review history, I tend to not complain but I feel like given today's experience, I am obligated to write this review.

When we entered, my family went for coffees and my sister in particular went for a slice of pizza. The coffee was fantastic, but the pizza was missing so I spoke with a member of staff who then brought the wrong pizza which was smaller. As I mentioned, we're not big complainers so we let this slide (despite paying a premium for the bigger pizza slice).

I opted to do something different, and ordered a made to order sandwich from the other counter. The lady behind the counter was already working on a big order so I was told 15 minutes, which is absolutely fine and I was happy to wait. Made to order sandwiches also had a premium uplift in price, which made sense given that they were made fresh.

After about 25 minutes, the sandwich then started to being assembled. I then paid for the sandwich and was asked if I'd like it toasted, which I agreed to. After waiting a bit, I was handed a brown paper bag and it was not until I was further down the road when I realised they had given me one of the premade sandwiches instead, likely by accident. The sandwich was nice enough, but it was not what I ordered and was disappointing given how positive my last experience was.

Another family member went back to complain about the pretty atrocious service, and the man was very apologetic, offered to make it again but we didn't really want to wait any longer.

I have worked in customer facing roles for over 8 years, and I get that the hospitality sector is facing staffing issues but today's experience has completely put me off The Italians. Which is a real shame, as the food gets very high marks even if it's a little pricey. I cannot see myself going back here again, and nor can my other family members. My recommendation here would be customer service training, especially when people are paying a premium price.

Food gets a 4/5,...

I’m writing to share my disappointment following a visit today to The Italians – usually our number one place to go for the best coffee and delicious croissants. Unfortunately, this experience did not live up to the usual high standards we’ve come to expect.

We ordered the last two croissants and two coffees. After paying, we were given a beeper and went to our table. When the beeper signalled, we went to collect our order only to find that the last two croissants had been given to someone else. When I enquired about this, I was abruptly told to wait, with the excuse that “it’s busy.” The barista then told me to return to my table and wait again.

About 20 minutes later, I returned and was finally handed two croissants – which were cold – and was then shouted at by the barista. He rudely claimed that our coffee had been ready earlier and that he’d called us to collect it. Instead of resolving the issue calmly, he served two other customers before finally remaking our coffee.

This kind of treatment was very disappointing, especially at a place we’ve always loved and recommended to others. The service was rude, dismissive, and well below what we’re used to.

I hope you’ll take this feedback seriously, as we’d really love to continue coming back – but with the level of service we know you’re capable...

Ever since the refit, the vibes are off. This used to be my favourite place but now:

The staff’s all changed, there’s no welcome or happy service. You’re ignored until they’re ready. I used to walk into smiles and hellos…

Today, they got my coffee order wrong, using regular milk instead of oat. Even though the till receipt said oat. It’s little things like that that make the difference, and didn’t used to happen.

It’s dark and quiet, with some lights off and the music turned down. There used to be a buzz here and it was invigorating to walk in, now it’s draining.

They moved most of the deli items to the shop next door, where there sits an unpleasant man to watch you while you shop in silence.

It’s such a shame, I used to go out of my way to come here. I discovered so many ingredient and wines, tried all different treats, and could reliably bring friends here for a good coffee and experience. Since the refit, each time I come here I leave sad.

I mean, the coffee is still good. As I’m sure the food is. If you want a good coffee it’s probably still the best in Chiswick. Just don’t expect anything else and you won’t be disappointed.

As for me, I’ll look for a new coffee shop. I guess all things must end, and I’m glad of the good times I had here.

Ciao,...