Viento Coffee Company — Restaurant in Watford

Absolutely appalled by the level of service at Viento.

Firstly, I would like to mention that I visited around 7 times while the baristas Jenny and/ or Matt were working. Both of them were friendly, and made the environment very welcoming. I usually order a coffee and two of the NGCI (AKA Gluten Free) flapjacks.

Unfortunately, I had to stop visiting after three very hostile interactions with a man with a moustache. I find it very telling that there are other reviews that mention this specific person as rude.

When I’ve visited previously (when Jenny or Matt were working), the two gluten free flapjacks were kept somewhat separate from the gluten containing treats. This made them safe for me to eat. One time, the gluten free flapjacks were placed in an unsafe area, and I was offered one fresh from the tray in order to safely allow me eat it. This made me feel very welcome, and was the reason I returned. I even told my partner that I was planning to buy one of their totes and some beans - very happy I didn’t purchase either now!

The time I visited when a man with the moustache was behind the counter, the gluten free flapjacks were not safely displayed. I want to specify that I was the only one in cafe at that time. When I mentioned what a previous barista had done to accommodate me as someone with a dietary restriction, I was outright told that “someone like you” shouldn’t visit cafes, and I was essentially told to accept the flapjack as it was, or leave. When I was with my partner another time (he couldn’t believe someone could be so rude, and tried to give him the benefit of the doubt), he was also told that no exceptions could be made. My partner upon leaving said it was unfortunate that they made me feel so unwelcome due to my health. He didn’t yell, he didn’t swear, he didn’t insult the man or raise his voice. We didn’t think much of this afterwards, but one time when we were walking by to go to Watford Junction (with no intention of going in), the man recognized my partner from the window, and came out unprovoked to yell at him for being rude!

This type of petty and aggressive behaviour is unacceptable. As well, as someone who is unable to digest gluten due to my health, the level of service is very discriminatory when there is a very clear and easy solution (especially when the cafe isn’t busy). While I don’t expect coffee shops to always have options available, it feels performative to offer a gluten free option and not safely display it. If being inclusive is an afterthought, then don’t offer it, especially if you are going to mock and shame those who can’t control what their body can and can’t tolerate.

I do want to specify that I am not upset by the subpar and unsafe offering of a gluten free item. That itself I can overlook if I enjoy the quality of the coffee, or the welcoming atmosphere. There are many cafes without gluten free items that I regularly visit. I am upset by the disrespectful, and downright inexcusable, service.

A minor additional gripe - the coffee is also only available in takeaway cups, which is unfortunate if you want to dine-in. While not a complete deterrent, that, along with the substandard level of service, make this a café I would skip out on while in Watford.

For other welcoming café options, I recommend Perfect Blend and Tepsi, or Ocean Bells and Simba Bru, which offer safe gluten free options with a smile!

ADDED AFTER OWNER'S RESPONSE:

There is no reason for me to fabricate what occurred. I used to write reviews for coffee roasters professionally, and I also have 100+ reviews on Google. I love promoting businesses I believe deserve praise. I get no joy out of giving a bad review, but I believe in sharing my unbiased experiences. I very fairly spoke about my positive visits to your café, as well as the negative ones. It's easy for a business to dismiss wrongdoings as "inaccuracies", and refuse to take any criticism. It's a real shame to see a business that could improve itself accept mediocrity for the sake of...

I recently moved to the area and already have been a regular customer at Viento to relax and do some work since I don’t have WiFi at home yet and being a student I work better in a coffee shop environment.

Today, as I was ordering a hot chocolate I was rudely interupted by the manager or owner, who very impolitely told me that before anything, he’d seen me over the weekend and had spent more than 3 hours using “my electricity”. He said he had to turn customers away because of it, but I didn’t see any customers come in and leave straight away. I intentionally sat in the corner to make sure other people had space to also sit down. Then he said he won’t serve be able to me anymore if I continue this way, and I replied I would go somewhere else instead.

Being a paying customer, I was really shocked and angry at this rude encounter. I have never been treated in this way as a customer. So many people work from cafes in and around London. If you walk into any coffee shop in London it’s full of people on laptops using the complentary WiFi and electricity. I only live a few seconds from there so it’s a shame that Viento’s customer service isn’t matched up to their good coffee. I support local coffee shops and businesses but myself and the rest of my family will no longer be going to Viento and...

Viento is a fantastic little coffee place!

Atmosphere: When I say 'little', this place is tiny. There's enough seating for about 6 people inside, and you will have to hang your coat up because there's not enough room to take it off at your table. The decor is simple and also quite amusing. One example is the Emergency Coffee Supply hanging on the wall. The tables and chairs are simple and comfy enough, but you may want to bring a cushion.

Food: The food is excellent. Had breakfast here and was so glad I did. They have loads of freshly made sandwiches and pastries which are delicious and great portion sizes.

Coffee: The coffee here is the best I've had anywhere in the UK. These guys really care about their coffee and you can order it however you want. The owner knows his stuff, so if you aren't sure what you want he'll find something for you.

Service: Perfect service. The guys who run it are so friendly and nice, and they obviously care a great deal about what they do.

This coffee place made my morning and if you love coffee, you...