Rafaello — Restaurant in London

I would just like to make this statement, I was actually, inside when this argument kicked off, The woman who is causing a nuisance was intoxicated with what I have no idea, She kept going behind the counter where the owner was working, He tried his hardest to be polite and ask her to leave. He was smiling so he wouldn’t cause any unpleasant friction. He was polite., There was another lady ordering food and a drink, and unfortunately, this is where things started to escalate, The intoxicated woman started being abusive towards the lady, She was raising a bottle and shouting, The woman kindly asked her to put the bottle down and not to point that in her face, Unfortunately, the intoxicated woman totally ignored this and continued, She actually push the woman, Again, the woman was asking not to wave or to touch her, Unfortunately, the intoxicated woman totally ignored her wishes and continued waving the bottle. She actually tried to hit her with it., The woman reacted in self defence and put her to the ground, And I think out of shock, she started shouting at the lady, I believe the woman was actually defending herself and protect herself. She had no choice by using force and place in the woman on the floor., I put myself in the middle of the 2 to separate them things calm down, Unfortunately, the intoxicated woman decided to get up and start again, As she was Waving the bottle in my face, I had to remove the bottle from her and asked her to leave the shop, And that she did, The manager acted professionally as we are all fully aware he is not to restrain or to touch the woman, He did ask and try to remove her in a very polite manner, but unfortunately, this did not work, After all the commotion the lady had left not to return, And everything went back to normal and calm down, Obviously, there were people outside who witnessed this, But they wasn’t actually inside and saw and heard what actually happened as I did, Unfortunately, This happens occasionally, But please do not be put off, I use this cafe on a regular base and I’m still happy and confident to continue using, I have always found the staff to be very professional and polite...

I am a regular customer and always get a take away from this cafe. Unfortunately today I had an awful experience as I ordered my food and decided to sit down and have half of my sandwich in the cafe and take the other half away. I was approached by one of the staff saying I must leave as they need the table which is fair enough because I ordered take away. BUT the way he asked me to leave was very rude so I approached him to say I am a regular customer and was about to leave and even say sorry but he treated me very rude and refused to speak to me and said he dosent want to hear it putting his hand up with a disgusted and disrespectful face! I mean seriously is this how you treat a customer? I asked to speak t the manager and he said he is which was quite SHOCKING as I have never seen a manager treating customers with such an awful and rude behaviour and he went on serving other customers and completely ignored me until I had to raise my voice to get his attention! He refused to give me his name for me to make a formal complaint and then handed me a card with the cafes details as I said I have the right to make a complaint. I am never going back to this place. The staff are always rude and never even smile! I couldn’t even finish the rest of my food as he caused so much stress with his rude behaviour. AVOID...

Sadly a disappointing experience, especially as it’s a local cafe I’d like to support through these tough times. As someone who is exempt from wearing a mask due to medical reasons I often expect to be challenged when entering a cafe/shop, upon entering I was challenged immediately in an unpleasant and rude fashion. After offering proof of my exemption I was served and ordered two drinks to take away. As a customer service worker myself and as somebody whose worked in a cafe I understand customers often change their minds regarding whether to sit outside or take away. I sat down with my partner whilst we waited for our drinks, this normally wouldn’t be a problem I’m sure, and after receiving them we were rudely told that because we ordered drinks to take away we must leave immediately....despite there being many empty tables. If it was a case of needing to scan a track and trace QR code or writing our contact details for covid purposes, we would’ve of course done that! Sadly, that option wasn’t offered to us. It was very embarrassing and I can’t help but feel this was deliberately discriminatory towards me because of my exemption. All I can say is not all disabilities or illnesses are visible and you should never judge a book by its cover. I won’t be returning because of how uncomfortable I was...