Novell's Restaurant — Restaurant in Sevenoaks

Arrived to find ourselves at the end of a wholly unacceptable queue - even at lunchtime (Monday) No directions nor signage demonstrating a new methodology of queuing and ordering. Greeted at the entry point by a polite member of staff who allocated us a table and offered us a menu. Seems these days you have to order via a SQR code from the said menu or, queue (again) at a touch screen to order. Now this is not a new concept but given the age group of the customers, it’s extremely unlikely these demographics will have a grasp of what the younger generation take in their stride. We all need to move forward embracing technology as we age, I guess. So, ordered using the SQR code only to be told “drinks take longer as they are processed separately to food, so don’t expect them with your meal. Okaaaay. Customer focus at the forefront. NOT. So we opted for 2 tap waters as offered via the menu. Food arrived (without tap water as presumably this takes time to prepare) and it was tasty. No problems there. Having finished, we thought, time for a coffee.Ordered and they arrived within 10 mins. Not bad we thought until we asked where our tap water was. This time we were advised by a rather stressed and irritated member of staff it’s a DIY jobbie. Nowt on menu, nor when ordering that you have to go to a (unmarked point) to pour your own. Looking back, this eating experience isn’t going to ingratiate customers and make them feel welcomed to come back and enjoy the dining. Staff worked tirelessly against a system and process that was clearly devised by some individual/s pwho has zero knowledge of people, behaviourism or customer service. Go for the food, if you can survive the journey. You have...

Updating my review (Nov 2023) from the previous year (which I have kept below!). They have updated this restaurant now, so that the counter where cakes / coffees were have been removed, allowing more tables which is a good thing. There are now 3 ways to order - your phone, their tablet, or traditional till, which is much better as you have options that everyone can use. The menu is updated with allergens which was great for us (one of us is dairy free), and thank goodness, coffees + cakes came out relatively quickly. Staff much better today as well. Cannot vouch for what its like for the hot food!

Don't bother. Expect to queue without the queue manager explaining anything to you apart from that food is a 25 minute wait, even if you are first for the lunch service unapologetically. Then expect to wait 45minutes. You can't even leave as you pay up front on the cafes app. When you get served expect for your food to come separately and with no cutlery and items forgotten.So frustrating as this used to be a garden centre staple that we all loved to visit, the restaurant cafe at the end of our visit. So...

Like others it's pretty noticeable that service and products have gone downhill of late.

Visited with a friend and ordered two cream teas by the app waited 15minutes but nothing turned up so went to the counter just wanted to check that out order had gone through as I had a email say it had but you never know and well it had not but these things happen so didn't think anything of it order at the counter and 10minutes later it turned up.

Noticed pretty much right away that the two cream teas had no cream so just kinda pointed out and the staff member they apologized and said I will just get that for you 5min later a different member of staff turned up with some cream in little packets after opening them something didn't look right so looked at the used by date and it was two days out of date by this time we had been waiting 30min just to get two cream teas so we just drunk the tea left don't feel like I will be going back...