Caffè Concerto Kensington — Restaurant in London

They charged us £58.28 just for cold tea and also four pieces of unhygienic cakes! just to stress and poisn my family and frined s , tahts disgusting. I just coem to write a review on your website but was shocked by the huge amount of negative reviews, some of which are very similar to my experience! You will just lose customers if you continue like this!

I am writing to express my extreme disappointment with the service and food quality at your Kensington High Street location. Having grown up in Kensington, I have never encountered such rude behaviour in my life, as I experienced at your restaurant.

My intention was to bring my family and friends, who have been in the hospital, to enjoy a pleasant outing, not to risk their health. But your restaurant made me feel very embarrassed in front of everyone.

It was utterly disgusting that after consuming the cake at your restaurant lack of hygiene, everyone in our party started feeling unwell. This lack of respect for people, especially those of older age, is unacceptable.

Upon arrival, none of your staff bothered to approach our table. I had to personally go and ask for service before someone finally attended to us. I requested a big evening pot of tea for all of us, but instead, we were forced to pay extra for four small breakfast pots! . The waiter didn't even bother to ask if I was happy or what he should bring! That's so rude and because I didn't want to argue in front of family and friends or other people , we were forced to accept what he brought! Additionally, your staff member didn't even bother to bring a menu or explain the prices, leaving me feeling embarrassed in front of friends and family.

Throughout our visit, none of the staff checked on us or asked if we needed anything. While the cake was passable, the tea was served cold. This level of service continued throughout our stay. Despite my attempts to get their attention by waving and making eye contact, your staff acted as though they didn't see me and continued to ignore our table for about 10-15 minutes until an individual screamed at them and said go to that lady's table. He didn't even bother to come immediately and still forced us to wait even longer. In total, there was no respect shown to us at all.

I tried to overlook this poor service at the time as I wanted to enjoy the evening with my family and friends. However, upon returning home a few hours later, I found that everyone was complaining about feeling unwell, food poisoning and stomach pain.

For sure this was my last visit to your establishment as I found the behaviour of your staff extremely rude. I find it hard to believe that someone can work in customer service for over 18 years and still not know how to treat customers with respect.

I am extremely disappointed and wish to lodge a formal complaint. I also demand a full refund and compensation for the distress caused by this experience.

I look forward to your prompt response and appropriate...

We visited in August and decided to try one of their towers. The place itself is visually stunning and well-decorated. Initially, the staff were eager to seat us and helpful up until the point we placed our order. However, once our order was in, it became incredibly difficult to get their attention.

When the food arrived, it was clear that the focus was on presentation. While everything looked impressive, the taste was a major letdown. Most of the items on the tower were underwhelming, and we left much of it uneaten because it was so disappointing. We also ordered their "homemade lemonade," which we would strongly advise against—it was equally disappointing.

The overall experience was underwhelming, and things took a turn for the worse when it was time to settle the bill. While we expected the service charge to be included, the reaction we received when we asked for it to be removed was shocking. Service charges are optional, and while it’s fine to ask why we’d like it removed, we were met with interrogation and a condescending attitude from the staff member. She questioned us sternly, as if scolding us, which made an already disappointing experience even worse.

We initially tried to explain politely that we didn’t enjoy the experience, but she kept pushing. Finally, I had to state outright that the food was terrible, the drinks were poor, and the service after we ordered had been lacking. Her response was even more frustrating and rude—she told us that she’d need a manager’s approval to remove the charge, and that we’d have to wait for the manager to come and speak to us. What should have been a simple process ended up taking 30 minutes and left us feeling embarrassed and annoyed.

The entire experience was a disaster, from the food to the service, and especially the handling of the "optional" service charge. This visit left a bad taste in our mouths, and we would absolutely not return. We cannot recommend this...

Nice if you're not in any rush. We visited twice during our stay in the area. The first time for lunch, the second for a quick coffee and cake on our way to catch our coach home. During the first visit, everything was lovely. We ordered the club BLT sandwich and the tomato and mozzarella ciabatta. The BLT was nice and thoroughly enjoyed, the ciabatta was a little dense and soggy but still pleasant enough. The Spanish latte and Vanilla and Honey latte were both amazing. During our quick stop though, it was quiet and the service was slow to reflect this. Once again, our latte's were lovely - I tried the butterfly blue this time - but we ordered cake which actually, for the price was rather disappointing. I ordered the black forest gateaux as it's one of my favourite cakes. I was disappointed as the cherry presence was only mixed in to one layer and not repeated on top, the top of the cake was actual chocolate instead of a ganache or icing and the cream that decorated it was synthetic. At just under £10 for a slice, I did not expect synthetic cream. On top of that, we had to ask for the bill three times, and watched multiple others be served and pay before we were able to pay and leave AND I'm pretty sure I was overcharged as the two drinks and two cakes cost me just over £38. However, we very nearly missed our coach home due to the added wait and I didn't have time to query so I paid and we left. Although the waiter was very apologetic about the wait and confusion, overall, it's left a rather bitter taste in my mouth and I don't think I will be wasting my time with this chain again. With so many interesting options available in London, I'll look to spend my money somewhere more...