PLANB — Restaurant in London

I experienced unfair service here. The white customers before and after me received table service, while I was asked to pick up my order myself. When I questioned this, the staff’s explanation was inconsistent and unconvincing.

From the moment I entered the coffee shop to place my order, a female staff member greeted me with a cold and unfriendly expression—something she did not show towards the white customers before and after me. When I asked about the Wi-Fi, she responded impatiently. I couldn’t connect, so I asked again, and she told me she wasn’t good with it and didn’t know, suggesting I try different options myself.

She told the white customer before me that his order would be brought to his table. However, when it was my turn, she simply called out “decaf flat white”, making me pick it up myself. After I got my coffee, I asked about the Wi-Fi password again. At this point, I raised my concern about the inconsistent service. She explained that because the male customer had ordered before me, she wanted to ensure I received my coffee quickly, and since she had a tray, she could conveniently bring his coffee and food together.

However, this explanation didn’t make sense. She had already made me pick up my coffee first, then proceeded to deliver the male customer’s entire order. I started wondering—was he given table service because he ordered more items?

While I was still processing this, I saw her provide table service to another white customer who had ordered only a single coffee. (When I first walked in, I had no expectation of table service. It was only because I overheard her telling the previous customer, “I’ll bring it to your table,” that I even noticed the inconsistency.)

Later, she walked past me and asked, “Are you okay?” I responded, “I am not okay!” She then sat down to have a conversation with me, giving a long list of reasons, including those she had already mentioned. She repeatedly emphasized how early she had started work, how tired she was, and how she had been multitasking—all of which contributed to what happened.

Do you realize that when you justify your actions by saying you’re tired from working early, you are shifting the moral burden onto me? I sympathize with the fact that you’re exhausted—I could tell you were—but that does not justify the way I was treated differently.

I asked: “Was I treated differently because of my Asian appearance?” She responded: “I hate that you think in that way.”

She also said: “I don’t usually provide table service; it completely depends on the situation.”

I did not accept her excuses. Instead of addressing my concern, she then offered me a pastry. But that wasn’t what I wanted! I wasn’t asking for anything extra—I simply wanted equal treatment, just like every other customer.

You were able to smile, provide table service, and offer friendly interactions to white customers—but not me? Being treated differently is a terrible experience!

If you believe that exhaustion and workload are valid reasons for inconsistent service, then perhaps this is something you should discuss with your manager—or ensure that all customers, regardless of who they are, receive the same level of service.

Lastly, I overheard you answering the phone and referring to yourself as the manager—which makes this experience even more...

Plan B was just right for a date... tasteful and understated setting - eclectic mix of art adorning the walls, warm lighting, and the quaintness of an old railway office! We felt taken care of from the beginning - from the little things like water on the table, food was quick to arrive, and everything felt thoughtfully conceived. Thoroughly enjoyed our small plates which were pretty generous helping size wise, highlights were definitely the hummus cabbage, aubergine creme brûlée (new favourite)!, but we also loved the orange-fennel-mozzarella, perfect for the inter-season into summer. Plan B's menu also featured the familiar, comfortable likes of soup of the day (red pepper & tomato), to pad out the less adventurous side of our meal. Almost unassuming, the place definitely feels something of a hidden gem, offering simplicity and warmth in the midst of new, trendy small plates spots. Plan B struck the balance between inventive and accessible food options, and, despite my uncertainty, all the flavours (only plant-based) really sat well. I definitely got the feeling it's a place people come back to, which feels very earned - I know I will return. All round, loved - I cannot remember when I've had such a cosy, relaxed meal with the plates to match. I am so glad I gave this...

Planb is a great example of a venue that doesn’t care about their customers. I booked a large table of 15 people three weeks ago at this venue, as it was so large I had to enquire rather than immediately book. This got approved but I wanted to make sure all was fine so I messaged the restaurant asking if 15 people were okay, and whether it was okay that we were only going to be drinking wine and having a couple of cheese boards (I also stated this in the initial booking). I booked this for my birthday which I haven’t celebrated in a long time so I wanted to ensure everything was confirmed as it’s hard to get a large table in London. They said that was fine. Then three days until the event I get a call saying they could not accommodate a table of 15, with the woman realising this as soon as she saw the booking today. She asked who had said it was okay, and took no responsibility. Now with three days away from my birthday I don’t have anywhere booked as it’s practically impossible to find anywhere decent for such a large number so late - which is why I had booked the table at planb three weeks in advance. So unprofessional and disappointing. Please do not go to this venue they do not care about...