EL&N London — Restaurant in London

I have never had such horrible customer service with a cafe that does not have an operating phone yet a phone number is stated on their site after attempting to call 20 times over a 15 days period. Additionally, two emails are stated (info@elancafe.com and info@elnlondon.com) and provided of which any emails i have sent have been bounced back to me with an error message that the delivery was not successful. I had to message them on instagram of which was promised a response via email, which not to my suprise bounced back. I was initially trying to reach out and express how deeply disappointed and frustrated i was as a customer regarding the service my friends and I experienced at their café on December 26th, along with the complete lack of communication since then. I have been trying to contact your café by phone for the past 15 days, making a total of 20 calls at various times of the day, but have not been able to get through to anyone. Given the circumstances, I have no choice but to express my concerns via email. On December 26th, my friends and I came to their café hoping to enjoy a nice sit-in experience. However, we left feeling utterly let down. Our drinks arrived at different times and with multiple errors in our order: •⁠ ⁠We ordered two Spanish lattes with a specific request for them to be not too sweet. Both lattes arrived overly sweet, as if our request had been ignored. •⁠ ⁠The mocha was undrinkable and tasted like mud water. •⁠ ⁠The tea we ordered never came until much later, and when it did, it was served in a takeaway cup because your café had run out of kettles. This completely ruined the sit-in experience we had been looking forward to. To make matters worse, although we were told the tea would be complimentary as a courtesy for the delay and the takeaway cup, the final charge on my bill was outrageous. There is no way the drinks we ordered — two Spanish lattes and one mocha — should have totaled £33.30 I paid this amount without realizing, as I was trying to treat my friend, but upon reviewing the charges afterward, I am certain we were overcharged. Additionally, definitely won't be wanting to pay any service charge for the service we got as the waitress was all flustered and the orders came completely wrong, yet it was charged anyways. Since our visit, I have been trying to reach your café to resolve this issue, but after 20 unanswered calls across a 15-day period, my frustration has grown significantly. I find it completely unacceptable that a business cannot be reached by phone for this lon nor by email. i have requested for a manager to call me via their instagram page yet still nothing although they promised to answer my emails. Most unprofessional customer service i have ever come across which is a shame...

Heard many mixed reviews on this chain and to be straight up, I'm not even remotely impressed.

My friend and I ordered 1 drink and 2 pastries, which were already displayed so it wasn't like it was being made from scratch and the wait time was utterly ridiculous.

We placed our order and after waiting 25 minutes my friend headed upstairs to get an update, only to find the drink we ordered just sat on the counter unattended, once questioned about said drink, a server said it'll be out in a moment, we decided to give them the benefit of the doubt because we understand customer service can be overwhelming etc, however it doesn't take 10 minutes to take a single drink downstairs especially when you're not busy.

Bare in mind this is now 35 minutes in, we've only just received the drink, which initially was nice but the quality of matcha was honestly dreadful and we still hadn't been given our 2 slices of cake, which we had to wait another 20 minutes for.

The Strawberry filo pastry cake was okay but it would've tasted better if it hadn't been almost an hour wait and the ratio of filling on the Dubai Chocolate cheesecake was off in my honest opinion, with the actual cheesecake layer being too dense for the slice as a whole to actually have some harmony.

Considering this was my first time trying EL&N, majorly disappointed. Service was absolute gutter trash and the pastries were honestly a 5/10 and that's me being generous.

Not to mention that once my friend and I were heading upstairs to pay for our things, whilst my friend made his way upstairs first, an employee thought it was acceptable to assume we were dining and dashing. Considering this Employee was sat down and seemed to be on her phone, whether she was on the clock or not, if you suspect a customer isn't acting in a decent manner, you approach the situation with class. Not raising your voice from across the room accusing us that we hadn't paid whilst still sat down, looking comfy as ever on one of the chairs, once I responded with the two of us being told to pay upstairs prior to us even being sat in the very beginning, she still attempted to accuse us of not paying. After that, I once again responded that we were told to pay upstairs after we'd finished our food and left to make my way upstairs.

I will not come here again, maybe a different branch is better in terms of customer service but overall, I've heard people rate the food here being "mid" and they were right. Maybe I could justify the overpriced menu if the service was at least decent.

Only good thing about this place is the interior design which says a lot about a "cafe".

Left an unpleasant taste in my mouth,...

I have no idea how this place has such good reviews. This was a while back, but it was still my worst restaurant experience ever. So the woman told me I had to download an app to order my food. It's fine. A lot of places do it, but it just took ages cause you had to download it and make an account. The table in front of me was an American family, and they were all in silence sat on their phone trying to work out the app as well. We were all trying to work it out for about 15 minutes. When the waitress asked them how they were. The dad said they were having an awful time, which fair enough. It's a tourist location, and we are not coming back for a daily lunch. We just want to order our food quickly without all this setup.

Also, I noticed that the staff were all very young and obviously overwhelmed.

So basically, I was struggling to put in my date of birth, and I was scrolling back through the calendar. I didn't know how to zoom out to see all the months. I went up to the waitress and asked, "Sorry, I just can't work out this calendar. Do I just have to go through all of the months." I didn't sound confrontation at all. Just a customer asking for assistance. Without saying a word, a waitress behind me reached her arm over my shoulder and just clicks the header to show the months. The waitress I was trying to talk to, who hasn't said anything yet, she just smirks at her me, in a really mean way. Doesn't say anything, just gives me an aren't you embarrassed look. I understand if I was a Karen, but I was just asking a question about their stupid app after being sat for almost half an hour. Never coming back.

Also, the food was okay. It's just very average with a bunch of flavourless flowers...