Creams Cafe Hounslow — Restaurant in London

Wow- amazed how this place is still running...

Just stepped out of here, shocked at the way this place is managed.

There was a problem with the vanilla ice cream machine so there were issues with producing the sundaes we had ordered. Fair enough these things happen. As understanding customers we accepted for an alternative vanilla ice cream/ gelato scoop on the sundaes instead.

What we were not expecting was nearly an hour wait with no update from staff... The family decided that if the order was not being made we'd just request a refund.

This is where it just gets silly... There was a guy in casual clothes behind the counter, I asked if he was the manager, he replied that he wasn't but offered to help. I asked about the order and he told me it was yet to be started and they had been telling customers of 45mins wait times. It had been an hour already so we went ahead to request a refund.

I was dismayed that we were not offered a full refund considering it was only two scoops of ice cream (for the kids) that did arrive- it's just basic principle isn't it? Taking care of your customers in any event, appreciating their custom, maybe apologising for the bad experience and requesting that they try coming back in the future? Well not in his case it seems, they couldn't care any less! Since it seemed it was a junior staff member serving us, I thought maybe it's best to seek out the manager again. To my surprise I was told that the guy in plain clothes (who was now cleaning the ice cream machine) was in fact the manager after all!

I asked him directly to have a word- instead a member of staff stepped forward, told me he was busy and asked if he could help. Whilst the manager continued what he was doing (right in front of me?!) trying his hardest to ignore me. In this instance I felt surely it is the managers responsibility to address a customers concerns- instead I was fobbed off again.

I understand there were issues this evening, but I really question the aptitude and suitability of your 'manager'. (I am not sure if he is an employee or the owner/ franchisee, but he is clearly not fit to run this place)

I am expecting you will have a lot of unhappy customers tonight. I feel bad that their evenings will be spoilt and custom will not even be appreciated.

Not the way to run a business in my humble opinion.

Good luck for the future- if you continue like this...

TL:DR - Horrible customer service. I walked in with my sister. I see a customer in front of me with her kid and a receipt in her hand. We wait as they too wait. I wait for someone to look at us, ask what we want. 2 mins pass by 3 mins.. 5 mins. It may appear as a short time but it's really awkward. The lady behind the counter is not even making an order. Just sorting stuff and idling around.. It's very easy to see us and just acknowledge our presence. Nope she won't. The woman in front of me finally spoke out and said 'excuse me, can u help me'. Then the waitress acknowledges her and asks what? She says she has a receipt and shows what she wants. Then the waitress starts looking at the receipt. Very weird since anyone working there would clearly know that this woman is waiting for her order made and so would make an attempt to know what it is. Even the woman with the receipt looks at me and with an awkward chuckle says 'don't know what's happening. She is not even busy'.

Then comes my turn. I keep trying to make eye contact, gesturing towards ice-cream I like to flavor and start opening my mouth. It's for a minute only or so but I can feel the rude vibe coming out of her personality. No attempt to acknowledge or engage me at all. The woman with the receipt comes to my help and says she got the receipt further down the counter. So I assume they don't give out flavors for tasting and decide to just buy the thing. I go down the counter and before placing the order casually ask if I can taste before ordering. The guy says 'go there that lady should help you'. And there I was again with the same indifferent lady behind the counter. I go through the motions again and even call her saying 'excuse me'. No response. It is clear that she is just rude. Now the counter guy walks to me and asks me what I want to taste. I am almost ready to get out. Just humered him by asking for a taste of pistachio and just got the hell...

If you are looking for a dessert experience in the Hounslow area which consists of excellent customer service, hospitality and family friendly environment then this is NOT it.

Upon entering there was no acknowledgement of our existence. We decided to approach the counter and place an order hoping that seating would be allocated. To our dismay we were asked which table we are sat at?!

After sitting at our table, 20 mins later 1 out of 3 orders arrived. 40 mins had passed and we were simply forgotten and ignored. One of us had to return to the counter with our receipt to query when the remainder of the order will be ready. The staff member who was preparing desserts (obviously not ours) responded saying you have to wait for the person who served you. Whilst he stood there sipping on his drink. Managed to get 2nd order to us. Which was 2 scoops of ice cream the most simpler order out of the 3. Upon enquiring where final order was the staff member says to lazy gent "where is the order, you missed it" 45 mins in order 3 arrives by the same gent sipping on his drink behind counter. With a very insincere lacklustre "sorry".

The restaurant was not at its full capacity. All in all there were under 15 customers.

Overall observation Full of riff raff Alot of sorries and not enough action

Do yourself a favour go to your local supermarket and do a DIY jobby. It will be cheaper and keep your blood...