Mocha Jak's Coffee Shop — Restaurant in Scotland

I am conflicted about Mokka Jacks. The coffee is tasty, they have a good selection of enormous cakes and the staff are always really friendly. It is set in a nice location within the Gielsand Estate with tables both inside & out and is often busy. That is where the good review ends

The staff whole friendly and polite but have zero awareness of customers and poor attention to details. This isn't based on a one off experience either, I have been several times and it is usually a similar experience.

Yesterday when we went in there was a couple in front of us who were served. We stood at the sign which said "please wait here to be seated" but we're ignored. We moved slightly closer to the counter but were still ignored.

I hadn't realised this when we went in but it was close to closing time but there were still quite a few customers in the shop some of who had clearly just been served.

There were 6 staff working and all bar one of them could clearly see us but carried on with whatever task they were doing - cleaning a work surface, drying spoons, bringing stuff from the kitchen or working in the kitchen etc. The only person who could not see us was working the coffee machine but when she did notice us she at least smiled and acknowledged our presence. Still not one bothered to talk to us.

Eventually as I was about to give up and walk out and after being continually ignored a member of staff finally asked if we wanted to sit in or take away. We ordered a tea, and a coffee and a slice of rocky road, paid for it and sat down.

The drinks arrived but the cake did not. Even after a few min there was still no cake and the person who took our order was now brushing the floor. Eventually after I prompted one of the servers, she apologised and got me the cake.

I know that some people may say it is understandable if they were not fully attentive as they were due to close, but if the were too close to closing time they could have told us they would not be serving us as it was too late.

This isn't isolated though. Every time we are in there is slow service and it takes forever to get food, or drink or the bill.

My regular order is a black Americano and a glass of tap water, but they forget the tap water so often I don't bother asking any more.

I get that the place might be busy sometimes but I have always seen around 6 people working and it is always the same experience - totally disorganised. There is an obvious lack of leadership. Each person is so wrapped up in whatever task they are doing, everything else gets ignored.

By comparison, I was in Gro in Irvine which was really busy, but every member of staff was switched on and paying attention. Within seconds of walking through the door I was asked if we were eating in or taking away. Every single person who walked into Gro was greeted within 20 sec or less and it was far busier than Mokka Jack's and although every member of staff was busy with other tasks they still took time to acknowledge customers as soon as they came in the door. The Mokka Jacks staff could probably learn something from Gro.

Despite the complete lack of awareness from the staff, they they are friendly, and polite and the coffee/cakes are tasty, it just might take some time to get what you are after...... If they decide to acknowledge...

Visited the coffee shop whilst attending the craft fair on the 05/08/2023. Upon entering it wasn't very busy and we only waited a short while for a table to become available. A waitress came to take our order at which time we were only ready to order drinks. A short time later we received our drinks and gave the waitress our food order. Fast forward 1 hour +, numerous tables around us who had been seated after us had rec/were receiving their orders and we were still waiting. In this time the waitress did not approach our table at all and had to be summoned by us. She informed us that the kitchen was "messy" and they were busy with our order and "the food would arrive." About 10 minutes later the waitress returned and informed us that our order had been lost. At that stage we informed her to cancel the order and we would just pay for the drinks. She left the table and did not return. Approx 15 min later, I took the cash to go and pay at the till. It was chaos, there was no single person manning the till although the till drawer was standing wide open. I noticed 'our' waitress was attending to dishes in the kitchen. She noticed me but did not approach. There was a long queue of people out the door trying to get in. Nobody attempted to attend to any of the customers and we were just ignored. After approx 10 min I addressed one of the ladies behind the counter and informed her I wanted to pay for my drinks. She looked at me blankly and I explained to her that our food order had been lost, so cancelled, but we wanted to pay for the drinks we had consumed (2x tea, 1x milkshake). She then proceeded to inform me that there was a long queue of people and intimated that I should join the queue. Needless to say this was not taken lightly by me, after which she proceeded to accept my payment. The customer at the front of the queue made a comment "I have lost the will to live" as she had been waiting that long with no service. While it is appreciated that the particular day may have been out of the ordinary, more attention should be paid to staffing, management of the service etc. on occasions like this. It appeared chaotic. I would like to add that all the food served to other patrons and the cakes etc. looked delicious, so will hopefully visit at a...

We had been wanting to visit moka jaks for a while and finally got the chance. You wouldn't actually know it was there, because there's no signs on the main road, only a tiny little sign at the entrance gate which is barely visible as it's at a sharp angle, so you wouldn't notice it from the opposite side of the road, so you only know if you know..... There is a fairly big carpark but it was very busy as it was the weekend. We got to the door and there was a small que, when it came to our turn, there was no acknowledgement from staff and we waited for about 10 mins before we got any acknowledgement, other people were getting served before us? Service was definitely chaotic and seemed very unorganised! We finally got seated and waited about 10 mins for our food but we were given soups which we didn't order, however the rest of the food was very good. It is dog friendly and even have a dog menu but its very cramped inside especially on a busy day there is seating outside. We would like to try it again but probably avoid...