Saddle London — Restaurant in London

We are regular customers of Saddle London and have always enjoyed coming here for drinks. However, on our recent visit, we experienced extremely disappointing service that needs to be addressed.

My friend ordered her usual Matcha drink, but this time, it tasted completely off and not how it normally does. She politely approached the serving staff at the till to express her concern about the quality of the drink. To our surprise, the staff member refused to replace it, stating it was against company policy. My friend, being a shy and sensible person, did not argue and returned to sit with our group without causing any further disruption.

While we were seated and trying to enjoy our drinks, we overheard the same staff member loudly saying, "Who does she think she is, bringing her drink for a new one?" This was not only uncalled for but highly unprofessional. The same staff member then proceeded to give my friend dirty looks, making her visibly uncomfortable as if she had done something wrong by simply asking for a drink that tasted off to be replaced.

We all work in Harrods and have years of experience in customer service, so we understand the importance of professionalism, especially in a high-end area like Knightsbridge. What made this experience even worse was the fact that we visit this store at least 4-5 times a week. This issue was never about the money or the drink replacement; it was purely the attitude and lack of professionalism shown by the staff member.

The way the staff member handled the situation, by loudly discussing my friend's request in a derogatory manner and then continuing to give her nasty stares, was completely unacceptable. I would highly recommend management address this behavior immediately to prevent losing loyal customers like us.

I am also going to share a picture of the serving staff who was extremely rude. This kind of service is not reflective of the quality expected from a place like Saddle London, and we will not be returning after...

If there was a Zero option for reviewing I would choose that, alas 1 atar is generous. My family and I attended yesterday lunch time. It seems the look of the place is the only thing this place has invested in.

The staff grasp of the English language is very below par. Several times I had to ask the gentlemen taking the order to repeat himself a few times as we could barely understand what he was saying.

We sat down and looked at the menu, which was the same as a standard cafe and nothing stood out as overly nice.

Not looking at the prices, I walked up to the counter and asked for 1 tea, 1 coffee, orange juice and 3 sandwiches.

I was then told the bill would be £55!😲😱

I then asked if I could use their bathroom and was told the toilets are out of order and to go to the Starbucks or Nero cafe down the road. Shocking!

It's bad enough they are selling over priced food but then to be told if I wanted to use the toilet I'd need to exit the cafe and use another cafe facilities.

Because of these issues we didn't order and left in disgusted.

I'd never want to return to this cafe again and I encourage everyone NEVER to visit this food establishment.

Poor customer service, overly priced basic food and shockingly bad experience had.

I did read the reviews before we visited this place and hoped that our experience wasn't going to be bad, how wrong we were.

It certainly feels like this place is capitalising on the innocence of the local tourist trade not knowing how bad this place is to keep in business.

AVOID AVOID AVOID!

By the way, we went to the PAUL coffee shop down road and had a lovely experience and at...

This restaurant felt like a group of teenagers were running a social experiment to see if they could actually run a restaurant.

Positives: The food, though served in takeaway containers with takeaway utensils while dining in, tasted good.

Cons: After waiting in line for 45 minutes we were let inside and were told to order at the counter. After placing an order we were told to simply wait around in case a table opened up. A table opened up but no one cleaned the trash off until we requested someone to clean it, several minutes after we sat down.

The drinks were given first and each person received the wrong drink (unlabeled). One person received a room-temperature coffee and we asked if it could be heated up, the waiter told us it would be “unhygienic” to do so. We then asked if a new one could be made and the waiter told us “no, but you can pay for a new one.” He then argued with us that the coffee was warm enough to drink. By that point I left to the coffee shop next door, got a new coffee, and brought it back for the person in our group. We could hear the waiters and cooks yelling across the restaurant “no, they already went somewhere else and got a new drink.”

For £80 (about £7 per 200 mL drink and £15 per toast) this is absolutely not worth the money. It felt like a group of kids opened this restaurant 2 days ago and were figuring it out as the day progressed, using the name of a legitimate international restaurant to get people...