Flotsam & Jetsam — Restaurant in London

Extremely poor service and attitude towards customers. Informed there would be a 15 minute wait for a table and was informed to wait outside. No issue with this whatsoever. However the wait amounted to 30 minutes, we were never kept updated and never offered a hot drink (it was an extremely cold day). The host managing the table wait list was rude, abrupt and not pleasant towards patient customers waiting.

Once seated we were cramped onto the end of a shared table, again no issue with a shared table, but it wasn’t exactly comfortable due to a very limited space. Menus were already on the table and the host walked off without any form of greeting or general service.

They are dog friendly, like most places near the common, so we brought our miniature dachshund who I had squeezed on my lap. He would have been on the floor but due to the floor being full of handbags and coats from the table next to us I couldn’t put him there. Plus people seated next to me asked me twice to get up off my seat as they had to get out from behind the table due to the limited space

So as you can tell not much room and therefore nowhere to put my dog on the floor and therefore was on my lap. Whilst reading the menu the host walked past and snarled across the table at me by saying “Dogs on the floor”, no please or politeness to the delivery. Considering how patient we were and that we are a customer, I felt it was inappropriate to be spoken to in a condescending manner. If approached in the correct manner I would have had no issue and would have highlighted why he was on my lap - there was no space.

At that point we had enough and left before ordering. We went round the corner to The Althorp and were greeted and seated immediately. There food and coffee were excellent.

This is London, there are an abundance of places to choose from therefore if a customer has made an effort to patiently wait to eat at your establishment so you should then treat them with...

I like F&J. But I didn't like waiting 50 mins for my breakfast on Saturday morning, and I especially didn't like being made to entertain my two toddlers whilst waiting. But the thing I like the least is that when I raise this perfectly reasonable dissatisfaction (whilst asking for fair compensation on the final bill), being challenged by the manager as though I'm in the wrong for not expecting to wait nearly an hour for food on a busy weekend morning. During this 50 minutes, I was presented the bill after 30 mins (before the food had arrived, which clearly demonstrated the error), and was later told that the delay was due to 'training' in the kitchen. Both understandable human errors/reasons that happen and we accept will occur from time to time (and never before at F&J). It's just disappointing that the visibly stressed manager couldn't accept the error and 'own' this rare oversight (by simply apologising and partially crediting the bill), but instead to justify the obscene wait and question the legitimacy of my complaint (it's true, we really did watch our neighbouring table receive their food in less than 15 mins)! Anyway, they do a good coffee and even better breakfast, and we've never had cause to complain on other occasions visiting over the years (as per a previous 5 star review I left 4 years ago). Anyway, the manager eventually discounted the bill, probably because I wasn't giving-up (and we didn't accept the proposal to remove service since most of the staff were working hard and serving with a smile). The manager did eventually apologise, but it all should have been done more quickly and professionally, without a defensive scene of nonsense excuses and challenges infront of the other staff and customers. It's a fantastic venue (hence the regular queue) with nice waiting staff and great food so hopefully the owner/management will read this and learn to 'own' their responsibilities instead of deflecting. I will...

Update from a regular - see below for original review 2 years ago…Unfortunately the terrible service at our once regular coffee and brunch spot means a new review is required. 😞

We’ve been here so many times and it’s our go to place when we have people from out of town visiting. In all fairness, the food is still always great and the coffee too. However the service (lack of) and attitude is TERRIBLE almost every time now.

There’s plenty of staff hanging around, but they all seem to be young kids who think F&J exists for them to have a job. Zero customer skills, serious attitude if you dare to ask for something and a love for being on their phones more than running orders and coffee…

The final straw today was being ignored and blanked by the staff while standing in the doorway waiting for a table. This was while listening to the staff member sit chatting to the table of their family/friends and what their bill would or wouldn’t include 🙃

“Banana bread and cinnamon butter is unbeatable. Coffee and service also impeccable. So glad to have you guys on the...