Caffè Concerto Balcony Westfield — Restaurant in London

Absolutely horrible! Came here for breakfast with family and friends and they messed up my order several times; upon telling them I did not order a Full English Breakfast, I ordered a vegetarian breakfast. They angrily replied 'same thing'! I complained several times and they did not want to replace my food, in the end I asked another waitress that they had given me the wrong thing and instead of realising it was incorrect they brought a vegan breakfast, in which I again replied that it was not what I ordered, I was vegetarian not a vegan; and they again replied, "oh well, same thing". Absolutely disappointed.

I also ordered the Traditional Continental Breakfast as the pictures on the menu showed cupcakes and muffins and such. None of the pictures on the menus are really what they give, it's just rubbish. They brought a yogurt and a croissant! Just 2 things! Absolutely disappointing.

A friend of mine ordered an Eggs Benedict without any meat or fish, as they were also a vegetarian but there was no eggs benedict without any fish. The waitress said it'll be done but they just brought an Eggs Benedict with Salmon! Upon asking them that they gave us the wrong order, to our surprise they just picked the salmon up with their fingers, placed it on a plate and went.

I also ordered some tea and they did not bring it even though I asked them several times, somehow they forgot every single time I reminded them to bring tea. After we had all finished the breakfasts and we were getting ready to pay the bill they bring the tea!

The hygiene here is also shocking, the cutlery were not washed properly!

The 12.5% service charge is horrible, there is horrible service at this place. They also charged me for the mistake they made of the Full English Breakfast and the Vegan breakfast, and they claimed that we did order them although no one really did; it was just the mistake they brought that they were charging us for!

Never...

Asked for a slice of black forest cake and a coffee. The waitress placed the cake slanted on the plate, it looked like it was going to fall. I asked her how much a whole round cake of this type would cost? She said she would find out. She directed me to the other side of counter to get my coffee. She never came back to me with a price. I then asked the lady making my coffee to l find out the price. Clearly her reaction was that she couldn’t be bothered too! I had to ask her a 2nd time after being ignored, clearly she wasn’t bothered. Eventually she went on the till and got the price.

My items were placed on a crooked tray (see photo), the cake toppled over, cherry and cream all over the tray. I then asked them for a new cake, to which they did. I also asked if they could help with the tray (with coffee and cake) please, as I had my brief case in my other hand. The look I was given was as if I'd asked them for something massive to help with!

I just spent just over £14 for a cake and coffee. After seeing both staff rude reactions I said “just give me my money back and Ill leave this”. At that point the waitress said that her friend would bring the cake and coffee over to me. Once again the waitress used same crooked tray, resulting in my coffee spilling.

I would have bought the big whole version of the cake for an occasion I had today, but after the disgraceful service received, I decided not to.

Terrible customer service. Unbothered staff. I’d appreciate senior management to investigate this as this type of service ruins your brand.

Unfortunately after the bad service received, I will not be returning, Ill be going to the other restaurants there that sell...

The one star is for tempting food, cakes etc. Last night at 9.45pm me and a group of friends was looking for desert place after a meal. We had a 10 year old who wanted waffles, eventually we stumbled here and they sell waffles. I asked the female server she said it was last orders, I had assume we were last order and I hurried my friends to come before they close, I was discussing what food desert to order in front of the female server but no response until After 2 min I had asked the server so can we order waffles, she answered in annoyed/angry and unfriendly way that it was last orders, what she meant was they were CLOSED, and the couple got served was last orders. I think better explanation/ word is needed here and made it clear that they were closed.plus better training on customer service is needed, obviously 10 year old was upset, there were still a lot of food being displayed which I assume would go to waste. Other staff were standing around staring. And just seemed the staff wanted to get out ASAP, we told her that what she told us didn’t mean what she meant but obviously she did acknowledge and was just being rude. Customer service isn’t great. Plus they don’t close until 10pm and we were there before 10pm. We took our business elsewhere Fenton’s who were closing but still served us and few other customers followed suit and they end up serving a FEW last customers. I guess the company make a lot of money and not bothered in serving a few more, and shut early or staff wanted to leave dead at 10pm. Hummmmm I wouldn’t recommend this place and wouldn’t go back to them. There’s plenty of other nice cafes...