New York Cafe — Restaurant in London

After placing your order at the counter, the cashier automatically deducts from your bank card the 'optional' service charge before you have even received either the service or the food. Surely the service charge should be paid at the end of your dining experience because the amount you pay is a reflection of the service and food you received.

To have the money deducted from my bank account without my authorisation or permission feels a lot like theft. At no point did I agree to pay the service charge, the cashier made the wrong assumption and simply withdrew that amount from my bank card. The fact that the service charge is printed in small print at the bottom of the menu is irrelevant, I didn't notice that until I checked my bill, at no point was I asked if I would like to pay the 'optional service charge'. It is an extremely cheeky thing to do.

However, the food is excellent. The atmosphere is wonderful. The staff are great. Where the cafe loses two stars is because they automatically withdraw from your bank card, without asking you, the 'optional' 12.5% service charge. Is this legal? I don't know. The cashier should say, "Are you happy to pay the optional 12.5% service charge?" But they just don't do that, which to me is dishonest and for that reason I won't be returning. You will see from the menu the 'optional' service charge is written in small print right at the bottom of the menu. They assume everyone reads the small print at the bottom of the menu, most people read the list of food options. I feel stung by this strange practice, the payment of the 'optional' service charge is not clear enough. Also when you go into the cafe, which is small and cramped, you stand at the counter to choose your food, you don't have time to read the small print, as you just want to order then find a seat. Also you pay up first with the 'optional' 12.5% service added before receiving either the service or the food. This is wrong, surely you have to judge the service first before you decide if the establishment deserves a tip ??? I have absolutely no issues with tipping, I eat out a lot and when I have received good service and good food I tip...

Horrible STAFF and NOT VEGETARIAN Friendly! We order the VEGGIE BURGER and they gave us a BEEF BURGER! When it arrived at the table I asked for the staff to confirm (as I always do) if it was the vegetarian , he looked confused but said YES ! and we ate the burger, nowadays veggie patties taste very similar to meat ones so is very hard to know, specially with all the sauces. When the bill arrived I saw “BEEF BURGER” at the bill and asked the staff which burger they gave us because we are vegetarians and we even asked to confirm if it was vegetarian when arrived at the table. The girl who took the order was VERY RUDE, kept trying excuses instead of apologise, said the word “veggie” doesn’t existe just because I pronounced like “Veg” , she said “Well you should have know when you ate it was not vegetarian cause meat doesn’t taste the same” like what?????? Then the staff who brought it to the table LIED, when we said he confirmed it was vegetarian, and everyone on the table was outraged cause everyone heard we asking and he confirming. Them when we said we wouldn’t pay for it they were super rude saying we ate it so we have to pay for it, HELLOOO???? The PROBLEM was that we ATE IT ! Can you imagine if we were muslin or had an allergy ?????? It was a terrible experience and the staff made it even worse. 2 of the 5 dishes we ordered was very bad as well, one of the dishes took forever to come (we ordered it 2 minutes after but the person should have included in the previous order so it all came together!) PLUSSSS, they charged my friends wrongly. It was horrible and I...

Not sure why this place is getting so many amazing reviews, both the food and the premises are just okay. We were sitting at the table right off the stairs, next to the coffee bar. First of all there should not be a table there since the stairs are super steep and the table is crammed between the stairs and the coffee bar, somewhat blocking the way. Premises are super badly insulated and super cold, I personally didn’t spot any radiators anywhere where radiators are usually installed (such as next to the window, in the toilet, etc). We were cold during our entire stay. Food - we were waiting for the food for quite some time but when plates arrived (not all at the same time !), they were cold. Portions are not the biggest and the quality does not justify the price. Service - Staff is super friendly but somewhat badly trained. They are slow, disorganised and a bit too loud - which is a bit annoying when you sit right next to the coffee bar. We had a minor issue with the bill, where the waitress did not show evidence of basic maths skills, but I guess it might happen to anyone. Overall, I think it’s an okay place, but I think with all the coffee shops available in Hampstead Heath, you can definitely find a better place. I booked the table based on the reviews here, but the 4.8 stars does not reflect the reality. Perhaps we just got there in a bad day when there was no decent tables available and the kitchen was understaffed - who knows? I won’t be returning here, as mentioned, we can do better...