Caffè Concerto Shaftesbury Avenue — Restaurant in London

Easily the worst afternoon tea I ever had. When we went in, there's no staff waiting to greet the customers so we approached them and asked for a table for 3 for an afternoon tea and he pointed to the table for us. I ordered afternoon tea for one and my 2 friends ordered afternoon tea for two. I ordered English breakfast tea and on arrival, it was a teabag and not loose leaf which I'm not too bothered with but would've preferred loose leaf, and it tasted exactly like Yorkshire tea. Afternoon tea arrived and there was literally just 1 piece (looks like a quarter of a sandwich) of a cheese and cucumber sandwich which was mediocre tasting and another piece of a chicken and tomato sandwich which was pretty good, then 1 bitesized cream cheese roll, and a bite sized egg roll, and both rolls are stale and tasteless. Scones are the consistency and taste of rolls rather than actual scones are they are very soft, stale, and bland. Clotted cream was served in a flimsy and tiny paper medicine cup which fell apart as I scooped it out. Dessert only has 3 cakes which are a bite-sized mediocre macaron, a bland custard pie with sour blueberries on top, and a sickly sweet chocolate mousse I couldn't eat half of. I ran out of tea and asked if they do refills, and the guy took literally 1 second to come back with my teapot and I poured it on my cup and realized he literally just refilled it with hot water and didn't bother changing the teabag which I'm sure was just a Yorkshire teabag. The whole time we were eating, not once did any staff come to us to ask if everything was okay and they dared charge us 12.5% service fee on top of £29 for afternoon tea for one and £55 for the afternoon tea for two. We ate in another Caffe Concerto branch before and they always asked us if everything was okay, but this branch's staff clearly didn't want to be there. This branch is the worst branch and worst afternoon tea I ever had, the ones we make at home are far more superior. Never coming back here or recommending this branch to anyone. Overpriced, useless customer service, and worst...

Really disappointed with the visit to this branch. My partner and I were in London for a break away, the first since C-19 started in 2020. We stopped here for lunch as it looked fantastic from the outside. We ordered our lunch choices and the table next to me were talking about not paying the service charge - that was the first warning sign! My partner ordered a hot lunch and i ordered a cold salad. My partners lunch came and he ate it before mine appeared. Yet the lady who sat down on a table next to us also received her hot food order before my lunch came. We queried twice about it and the first time I highly suspect it had been forgotten the 2nd time I was told that it was very busy so i have to be patient! I think it is fair to expect to eat my lunch with the person I am sat with and not have to watch them eat all of theirs before mine even arrived! I even wanted another drink but just didn't bother asking. There were plenty of staff but none of them seemed the slightest bit interested in their jobs. Whilst I finally ate my lunch another customer from outside came in and was quite annoyed by the lack of service and told them to cancel what he was waiting for and to remove the service charge from his bill so seemed to be a theme that day! - I was on the verge of telling them to cancel my order just as it did come. We are talking about 30mins after my partners arrived. Needless to say we wont return. A lady started her shift and served us the bill and did ask how we enjoyed our lunch and we explained the issues, she did actually apologise and seemed to concede that certain staff were not great. Shame with the right people it could be amazing. Food was ok but nothing...

I visited yesterday with my newborn baby. It was our 1st time out so I was really excited. The waiter that served me was lovely. My matcha latte and mille feulle were delicious as per usual.

I was enjoying myself until it was time to change the diaper. I asked where I could change her and the waiter explained they didn't have a toilet that could accommodate babies. They didn't offer me any solution so I told him ok I'll just make it work on your toilet. So I took her to the toilets and changed her on her bassinet. When I was leaving the cafe after having paid, the manager was blocking the door because he needed to ask me a question in front of other seated customers. He asked if I had used the toilet to change the baby to which I explained how I changed her on her bassinet as there was no space because the toilets are cubicles. He then asked if I was taking the baby's nappy with me!! I thought he was joking.

He said they don't allow babies to be changed there because the nappies leave the toilets smelling and I should've asked before using the toilet. I took a moment to educate him and explain as a newborn that only consumes breastmilk and no solid foods, her nappies don't smell yet. He then said ok and opened the door to allow me to leave. I felt embarassed and very uncomfortable with the way he stopped me and interrogated me in front of other guests, very unprofessional and I find that quite rude. Also find it very upsetting you can't accommodate babies in a venue that is supposed to be family friendly. If you don't want babies at this location just let parents know before they consume and support a venue that doesn't accommodate...