Cafe de Nata — Restaurant in London

My wife attended your branch today as she does every week to enjoy her favourite pastry. Today she was served by a Portuguese lady working there. Upon making her order she noticed the lady bring out a fresh tray of pastries that was put on display. When my wife requested one of the fresh pastries she was told by the lady she was not allowed and that she had to have one that was already there. My wife asked if the pastries was from today or yesterday and the lady replied in an abrupt and rude way to her “No they are from last week!”

My wife asked her again in Portuguese and she received the same rude response.

My wife told her “Well I want to order a fresh pastry not something that was made last week?!”

The Portuguese lady working proceeded to criticise and insult my wife in Portuguese with a racial undertone for not accepting the pastry that she told her was made last week?!

Firstly when myself or any paying customer decides to spend there money purchasing food the least expectancy is that food is prepared and cooked fresh or at least have the image it does!

Then to be told that your basically purchasing stale food is not just a terrible representation of Cafe De Nata as a brand but it also falls below food hygiene standards and should therefore merit a report and complaint to the council’s food hygiene department.

Secondly to receive such abuse from someone regarding a minor request about the food they are purchasing and consuming is quite frankly disgusting and highly unprofessional in any stature.

I am expecting this situation to be looked into by the management team at Cafe de Nata and to receive a response and explanation as to why this happened in there...

Love this place! I try to come every time I’m in SoHo. An absolute must try in London. The Natas are absolutely delicious, once you have one, you WILL be back for more.

Just as suggestion, as your first one, get an original and ask for a warm one… it will blow your mind… but absolutely try some of their other flavours, this is where they really stand out. The raspberry, the chocolate and the Apple cinnamon ones are my favourites, and they do multiple packs to take away. You can get a single, a pack of three and a pack of six, and they come in a nice compact box that protects them from being destroyed when taking them home.

Prices are not cheap but not expensive for central London, and absolutely worth it for what you get. The shop is card only with contactless preferred. The shop has a couple of seats to sit and enjoy the Natas but is mostly designed for you to munch on them as you walk around Soho. Being in the center of the famous district it’s not hard to get to, and is about a 5 min walk from Leicester Square tube station.

Absolutely visit when in the area, I’ll be back for sure many...

The service in the shop is sneaky and cunning, I ordered 2 classic nata there that worth £5.9, but they charged me £7.9 without noticing me for paying any extra tips or fees. Won’t ever go again!

Update: I reached out to solve this issue with the company; however, unfortunately, their staff failed treating my case with professional attitude or helpful actions. I hate to give an one-star review-this is not normally what i would do as long as there is a tiny chance that they might be at least admitting something was wrong on their side. I definitely would not want any one else to experience what they had done to me, so hopefully this review could be there for people's reference when they have more than one options. P.S: I suggest they reflect on their terrible service instead of blaming customers on giving them...