Hagen Espresso Bar (Hagen Bond Street) — Restaurant in London

Dear Hagen Team,

I’ve been a loyal customer for a very long time, but I was truly shocked by how I was treated today.

It was a Saturday afternoon, and I came in hoping to relax with a coffee and something sweet. After placing my order and receiving my coffee, I took out my laptop to do a bit of research for an upcoming trip to Iceland — nothing work-related, just a quick 20-minute browse on Google Maps.

Suddenly, I heard shouting from behind the bar, telling me that I was not allowed to use my laptop. When I asked why, I was told it was company policy — that laptops are not permitted because you don’t allow people to “work.” I explained that I wasn’t working and even showed the team what I was doing, but they kept repeating the same line. It felt like talking to a wall.

Feeling upset and unwelcome, I decided to leave and asked for a refund. I mentioned to the bartender that I had never been treated like this before and that they had lost a regular customer. Instead of an apology or even a polite acknowledgment, I was told, “We’re fine with that.”

Honestly, it was a terrible experience. What’s happening to customer service in this city? Who is making these unfriendly, rigid rules?

There are so many better and more welcoming cafés in London. I used to visit your coffee shop up to four times a week — but after today, I’m more than happy to...

I saw this beautiful bar and I could smell coffee from outside so I decided to get an espresso on the way. The beauty of it was that this place is supposed to give you the chance to have your expresso in a ceramic cup (as it should be) so the coffee can preserve all it's taste and is kept warm. I asked for a sigle expresso in a hot cup and They made me a double in a take away cup. When I flagged it I wasn't offered a new one and the lady at the bar attemped to poor my coffee into a ceramic cup which makes no sense. £3 for a coffee that can be made better at Mac Donalds as it obviously got...

Walked past the “Best coffee in town” sign and figured my caffeine curiosity wouldn’t let me walk away. So, I ordered a flat white and the milk texture was velvety, the espresso was smooth with chocolate, hazelnut, and caramel tones, rounded off by a gentle acidity that keeps it lively but never sharp. To me this was a clean, balanced and easygoing coffee without any sharp aftertaste.

A really enjoyable cup overall. However, “best in town” might be a brave move in a city full of caffeine...