Waft Coffee — Restaurant in London

I remember very well the first day Waft cafe opened in 2020. The customer service was great, friendly and efficient. The ambience was on point and felt so relaxed. The coffee itself was and still is great hence the two stars for that. Living abroad whenever I come home to Chiswick I always pop into Waft for my cappuccino. Today was one of those days. Unfortunately I was met with an appalling service by a young blonde girl, who has zero customer service skills. No smile, no welcome. In fact there was nobody behind the counter for a few minutes when I walked in. I asked for a cappuccino from the girl who instead made me a latte. She even pointed out “here is your latte” than said “I mean cappuccino” it was clearly a latte. It’s fine, mistakes happen but her reaction was uncalled for. When I said “it’s a latte”..she rolled her eyes and laughed saying “it’s a cappuccino” I said can you please make me a cappuccino. She clearly didn’t want to huffed, rolled her eyes again and started laughing. I told her, “you can laugh but I know what a cappuccino is.” She just laughed and than made the cappuccino. Her arrogance and disregard for customer service, really threw me as I never experienced this kind of service in Waft until today. If the girl doesn’t want to work in customer service, do something else. The ambience is not so on point as it used to be. Old furniture, crumbs everywhere and the walls could do with a lick of paint. Chiswick is full of cafes, customer service should be what makes it. I won’t go back to Waft after the attitude of...

The food is great - their pistachio pain au chocolat doesn’t disappoint and their coffee is the best I’ve found in the area. However, the service we received was not up to the same level. The young ladies are very attentive and helpful, but unfortunately this last time I visited I was served by an old woman, (who seems to be the manager) who was very unpleasant. To start off, I politely asked her to clean the table and she replied saying I first needed to order. What an odd response. Are you going to keep your place dirty until a customer orders? That should have been cleaned regardless. And it was one of the baristas who went to clean it, so not that she was busy. I had asked is the orange juice was freshly squeezed, which she replied rolling her eyes “yes it’s fresh!!”. Then she served me with a Pistacchio croissant instead of the pain au chocolat I had ordered and when I pointed out, again, politely, she acted as if it was my mistake. Honestly, this woman was so lazy and unpleasant, she seemed to be actively trying to be rude, acting as if she was doing me a favour. I find it really bizarre that the customer was much more polite than the manager, when both should show kindness! I may give it another chance because, as I mentioned, the food is good, although pricey, but I’d like to see an improvement in the service. I have just checked the other reviews and I’m disappointed to see the managers mistreat their staff. I want to support small business but they need to be respectful towards...

I’m just finishing up in Waft Coffee right now and quite pleased with the experience. I originally ordered the Chicken Foccacia, which looked really nice. However, it arrived with cheese inside which I wasn’t expecting and need to avoid at the moment, and cheese wasn’t included in the description. I’m NEVER that person to speak up about these sorts of things, but in this situation I felt like I had to. Everyone was SO wonderful about it and my focaccia was replaced with a salad no problem. So despite the glitch (hey, the place just opened and these things happen, right?), I’m still leaving five stars. The salad was excellent. The sourdough cinnamon bun I had afterwards was delicious. Another reviewer negatively referred to Waft as a shameless copy of Ole & Steen, and I must admit that the resemblance was the first thing that came to mind when I walked in, even before reading the review... but... I happen to love O&S and now I don’t need to shuffle all the way into Richmond or to Westfield to get my fix. And there’s room for my buggy, too. An all-around win. I didn’t actually think Chiswick needed another coffee shop, but I’ve actually found a...