Fresco — Restaurant in London

Disgusted with the service received from Fresco Wallington today. The manager (a young lady who refused to give her name incase I needed it for reference when passing over a complaint to uber eats!) - beyond rude. The caramel frappe was HALF full and warm - no ice!! yet she tried to blame this on the Uber driver When the delivery point is literally 5 mins from my place, and refused to even acknowledge the fact that i have taken picture of the unopened drink and constantly arguing this fact. Poor management skills and zero stars for customer service. Secondly the Oreo shake was falling apart - spilled throughout, DRIPPING and melted and warm. The straws the driver handed over to me personally without any gloves or even a mask! No basic hygiene rules in place. Lastly the cheesecake was damaged with bits coming off the top! Poorly managed by Fresco - terrible and extremely rude customer service.

ADDENDUM- since there’s no way to reply to your comment. First of all I DID NOT claim any refund from Uber eats - I called you first as Uber eats did not make my half filled so called frappe for a start! Naturally you call the place from which you order so please stop making false claims you know this already because YOU yourself constantly told me to ring them because you didn’t want to be the one paying for mistakes - which were also made on your part as well as Uber eats. Secondly, nobody was screaming down the phone line - for anyone reading this can clearly see from the way you reply and argue back to comments and Criticism on google - clearly shows how you treat customers in real life and how poorly you handle any constructive feedback or complaints - it’s far from professional. Instead of understanding a customers concerns the fact that I had some guests over and the sheer frustration received over this inconvenience - you were trying to cover up mistakes made by your own staff. If you had only acknowledged some of the mistakes made clearly on your part i wouldn’t have be writing all of this. Yes Uber eats may have been responsible for some aspects but by brushing off all criticism and Being extremely rude and inconsiderate is not the answer. As a business owner you should know better. We are out here trying to help small businesses after a pandemic the least you can do is accept when stuff goes wrong and think about ways to correct this instead of covering it all up and shifting the blame. I have tweeted the pictures of shocking frappes, milkshakes and cheesecakes I’ve received since I don’t know how to upload them here. That...

First time i left a bad review in memory for a restaurant. Very rude staff who have no manners on how to speak to customers.

First experience i ask lady if they are open and she says yes and young guy at counter as i am walking past proceeds to gesture at me asking what i want? I ask it i can sit down (to place order) and he asks again what i want - he said they were cleaning and were not seating customers despite another customer seated.

Anyway after explaining to him how to speak to customers he said many people come to use the toilets (they are very protective of these) and i said i don’t want to use toilet just sit and place order. He eventually apologised after he understood i wouldn’t accept his version.

Today when place was completely empty i made the mistake of sitting on a 4 seat bench to work on laptip (two other customers were sitting on 4 seat table and after other visits i saw individuals sitting with no issues raised).

Older gentleman comes up and asks “when the rest are coming” pointing at empty chairs knowing he was being sarcastic. I got very annoyed with his condescending tone and told him he could have politely requested me to move to another seat.

It seems the staff (apart from Romanian guy who was there yesterday when I incidentally ordered 40 pounds of food and drink and he was nice) lack basic mannerisms and courtesy.

As the younger guy the older gentleman decided to ‘educate’ me when i got upset about why at the ‘busy time’ they need seats free (which i acknowledged was reasonable even if restaurant was near empty at time).

I am not going to argue against his point- its the sheer lack of manners and self awareness at how horrible their tone and sarcasm is despite a customer who has in total spend over 100 GBP in previous visits while other may order a single coffee.

I will not be dishonest that their food and coffee, desserts etc are good but will never visit this placr again despite it being most...

Ordered via Uber Eats this evening 3 May 2021. Two waffles with ice cream £18.95. ETA 19:55 - 20:15. After two phone calls to restaurant order arrived at 21:00hrs (was on phone to Ria at the restaurant at time) Waffles cold, ice cream melted. Inedible. Asked for full refund. Ria said Manager would call me back before closing tonight (22:00) He is out delivering. As of yet heard nothing. Will be taking further if no refund issued. Could not track delivery as store used own drivers.

Update... No retraction of my review will be made as it is fair. I called your restaurant at 20:29 to be told delivery had left a while ago. I called again at 20:59 as our delivery still not arrived. Whilst on this call our delivery turned up. My son (17) answered the door to driver. I was still speaking with staff member and, would struggle to in a wheelchair. The food was inedible, this was told to your staff member immediately. No refund given despite food inedible. I was understanding of the situation during the first call 20mins prior. You are now insinuating that I am lying. Only now are you offering free food when this situation could have been sorted on 3rd May by refunding for inedible food and poor service as requested. I will be happy to publicy post the other message you sent me. This message along with these review posts have now been sent to a trading standards. Things unfortunately will go wrong. How you chose to deal with customers when this happens is important. I will never use your...