Creams Cafe Enfield — Restaurant in London

Visited this venue with my family on Friday 16 Oct 2020 at around 9 pm. The experience was memorable for all the wrong reasons.

Upon entering the shop, we were greeted with the most miserable welcome, it was like they didn’t want any customers coming in. In response to the vacant expression on the lady’s face, we had to advise her that we would like a table for 4. She didn’t respond, other than to point her finger past my nose to point to the QR code on the wall - and barked “you need to scan that”.

I don’t have a phone, I replied. You have to scan that or can’t come in - I was reminded forcefully. I-do- not-have-a-phone I replied... “you have to scan it, or can’t come in” I am told again. When I asked what people without phones did, I had a clipboard literally thrown at me.

The place was literally 70% empty, yet after completing the information on the clipboard, we were told (by way of a pointing finger) to sit at a table which was right by the entrance (where we were standing).

When this rude lady left us, I got up and looked at a table on the back wall, well away from the entrance... at which point another lady came over to ask what i was doing. I asked whether we could move to this table, as it was away from the door.

“You can’t- that’s a BIG table, usually for 6 people” she said. Well we are 4 people I said, and the same size table, in the area i was pointing to was occupied by a family or 4.... and a few tables away, by a group of 3 people. With a reluctant tutting of her teeth, she stepped aside and we went to our new table.

We ordered 4 items from the counter and sat down. It took about 10 minutes for the first of our 4 items to arrive. We couldn’t make out which of the ordered items had actually been brought to the table, so we asked the waitress. She didn’t have a clue what it was and asked to see our receipt- it is XX she said. So my wife took it and began eating. The second and third items arrived together a further 5 minutes later... leaving one item for a ‘single’ order of 4 items still to come.

5 minutes passed and I called a waitress over, asking her to check my missing item. A few minutes later she came back and told me ‘it was being prepared’. “It’s been nearly 20 minutes since we ordered I reminded her”.

Roll on another 5 minutes, I am still sat watching my family now finishing off their ice-creams, and still waiting for mine.

I called over another waitress and asked her to check on our last item. She took my receipt and headed in the direction of the counter. A few minutes later, another lady came to my table, holding my receipt and asking what the trouble was. The trouble is, “that I am still waiting for my ice-cream” and it has been ages I said. Everybody else has had and almost finished theirs....and I am still waiting. She asked me what I had ordered; “you have the receipt in your hand I replied”. I ordered XYZ I said, and it hasn’t arrived. Her response.... was to point to the remaining part of my wife’s ice-cream dessert - there it is she said.

Look madam, your waitress said that was XX when she brought it to our table ages ago - so my wife took it.

“So your order has been fully fulfilled” I was told. By this time, I was wondering whether I was dealing with a 5 year old. I had to explain S L O W L Y that we ordered 4 items, as shown by our receipt, and still only had 3 delivered - notwithstanding the error of them supposedly giving my ice-cream dessert to my wife.

Unsure whether ‘this amazing realisation’ had registered or not, she left our table.

A few minutes later, my item finally came!!

All in all, a disgraceful experience and a potential customer lost for life.

I write this review for two reasons:

1. In these challenging times for business owners, the owner may not be aware of the atrocious service (or lack of service), being dished out by his/her staff; and

2. To alert anybody thinking of visiting - that they should remember to take a mobile phone for the QR code, or wear a crash helmet of face visor to guard against any stray...

A number of issues for our first (and most likely last) visit to Creams in Enfield Town.

Our order took 50 minutes to arrive, which is just not acceptable for 4 bubble waffles with ice cream.

3 out of the 4 waffles came out wrong, again not really acceptable.

We asked why our order was taking so long and presented the receipt. My sister then had to explain what was as circle the 4 items on the receipt so the manager understood what he needed to check up on. I never expect a customer to have to explain a product or service to the provider, again not acceptable.

The staff weren't particularly apologetic about the wait or the repeated incorrect orders.

The bubble waffles were mildly enjoyable, but they may have been tainted by the experience.

Some general notes from the experience:

Staff seemed under trained, no one seemed to really know what was going on.

The prep area didn't seem to have much of a system to it, lots of people standing around looking confused, lots of people rushing around looking overwhelmed.

The order screen in the prep area was red almost constantly. I assume this means those orders need to have been done a LONG time ago. Which again suggested staff either don't know what they are doing or there is no system in place to ensure each order arrives in a timely manner.

The menu appears to have items on it that aren't available and there are items available that aren't on the menu.

Not saying any of this to be a dick, genuinely hope this feedback helps the management and staff at Creams to improve service. My advice would be to looking to systemise the preparation process. Or improve the current system if there is one, will alleviate many of the...

Customer service is none existent from front of house staff Jennifer today. As a party of three we asked for a booth, as my daughter is heavily pregnant and wanted to sit comfortably. Jennifer said the booth was dirty and needed cleaning. She then led us to a table which a family had just got up from, which was also dirty and needed cleaning. I said to Jennifer that this table was also dirty and needed cleaning therefore we would wait for the booth. Jennifer cleaned the booth. She did not give us any menus. After a while l got up from the table and got them from the side myself.

Service at till was excellent, very speedy and polite.

The first desert arrived and Jennifer placed it on the middle of the table. When the additional two deserts came out she once again placed on the table. Not once did she open her mouth to ask whose desert was what or place in front of the customer.

Creams this was the first time l have been to your branch and the last. The deserts was excellent however the customer service received today from Jennifer was appauling. I strongly suggest look at who is front of house, this young lady presented as not wanting to be at work and her expression represented that. Not once did she speak to me or our party. There are a lot of young people who would love a job like this and would do it so...