Mac & Jac's Café Malvern — Restaurant in Malvern Hills

Very Rude Waitress This cafe has been a weekly meeting place for me and a group of friends to enjoy breakfast and occasional lunch for 12 years. The young staff have always treated us with the utmost respect and because we are so well known have always allowed me in a few minutes before opening time to quietly wait for my friends. 2 weeks ago I arrived as usual 2 mins before opening and was greeted by a polite young man who I’d not seen before and he asked me to wait outside. I said I’m normally be allowed in but he insisted I wait so I said ok and did this without complaint or further comment. At opening time a young woman came to open the door, and abruptly made some reference to ‘there had been a problem’ and I replied very calmly ‘just never been asked to wait outside before’ & ‘assumed staff were all new’. For the next minute this waitress just lost it - clearly very stressed almost shouting at me: I can’t cope with this what’s wrong with your attitude we work so hard my manager will agree with me I did not respond with a single word just left without comment. I was so upset by the experience I decided to send an email to the owner asking for the young woman to apologise to me. The response I received was unexpected. Apparently the waitress was affronted because I suggested she was new and the day before had been so stressful because the receipt printer had broken down!! The owner implied it was my fault by attempting to enter before opening and suggesting staff were new. So, according to this owner it is acceptable for their staff to treat loyal customers this way. Unsurprisingly this waitress has suggested I was an unhappy, difficult customer not wanting to wait outside - neither of which are true. We all have bad days and I understand it was a stressful morning but you don’t treat customers like that. I will no longer be a customer and cannot recommend this cafe to friends or family as would not want anyone to have the same experience as me because the receipt printer had broken...

Very poor customer service. A really disappointing and rude experience.

We didn't even get to try anything, as we took a vacant table outside, staff member marched over and declared that it "it was promised to someone else" because they had overbooked the table that someone else was already sitting on. They got the table we had taken and we got the boot.

Asked if there were any other tables and got told "no, either wait around outside, or go elsewhere". No attempt to retain the custom, no attempt to help or offer any other arrangement. Didn't even suggest a coffee to go as an option.

Incredibly disappointing service, felt like we had been kicked out of there through no fault of our own, in front of other patrons, it was very embarrassing. If the table was reserved (it wasn't, it was free) put a reserved sign on, if you have overbooked other tables, then again make it clear they are reserved, don't make people feel bad for daring to sit down at your premises, and then make them feel like there custom isn't wanted, whilst you make arrangements for other customers, it made me feel second class. I won't return, and wouldn't really encourage anyone else to either, given my experience.

Shame as I really wanted to try local, and wanted to support a local business rather than the chain places around the corner, that are all within an easy walking distance, (Costa etc)

Poor show....

This is the second time I have left disappointed. Several months ago I was after a table for one for a spot of lunch and they turned me away as they only had bigger tables free, so I hadn't been back until this week. I popped in for a drink and a quick bite and as the front area was quite busy, I asked if there was a small table free at the back, only to be told they had just closed that part. I was offered a table in between two others which were all fairly close, and not what I would have liked. Then I was told they were only doing desserts now, but that was okay as I just wanted a coffee and snack. I sat between the two tables in full hearing of their conversations, one of which was of a medical nature and slightly off putting. The two members of staff I could see finished serving the customers they had taken orders from, and then tidied, cleaned ect, when after nearly 15 minutes I still hadn't been served I stood up telling the girl, I'll leave it as I still have things to do. She said, sorry I didn't realise you hadn't been served, but as she was the one who had given me the table I found hard to justify. I left for the second time from an establishment I used to really like and who's food I used to recommend. I don't think I will bother trying a third time, seeing as Malvern has plenty...