We stopped there to get a take away flat white coffee, which was good and we enjoyed it.
My problem was, it's not obvious if you've never been there before, where or to who you order from and where you pick up. This resulted in waiting at the counter (where you mostly pick up I'm guessing) trying to get the attention of an employee long enough to realize we were being ignored and thus in the wrong place. We should have been in a queue in front at the first register you encounter, but it there was nobody there. Well there was someone there but they were back and forth and non communicative to us. A sign that said "order here" would have worked. What would have really worked would have been for employee to notice the line and say something like "sorry we're short of help, I'll be ready to take your order in a minute"
Anyway we waited there until eventually someone from the pick up counter where we originally stood waiting, motioned us over and wordlessly indicated that they'd take our order. We were also able to pay there so we obviously weren't completely wrong the first time. The people behind us were confused too. They ultimately left, (after asking us "where do you order"? ) as did we the first time. We stood in the correct queue initially but once we realized it wasn't moving we left, only to turn back when it became obvious there were not other coffee options nearby.
I think a lot of the problem is, and I know it's a big ask in 2021, that the people working there generally don't care about customers. They won't go out of their way for whatever little wage they're getting. They don't care about the reputation of the company and don't make a link between failure to provide service and losing their job. They can't be bothered to notice you waiting, wanting service, the way a proper manager would. To them perhaps there's an endless line of people wanting coffee and so no worry, no hurry, no explanation needed for a trivial £6.
Someone there with a management attitude should have been scanning the queue and openly explaining to the people lining up to give them business, where to order and what to do. With the rent these companies must be paying to have a prime space in a huge shopping center in London, I bet the bosses wouldn't be blase about ringing any amount through the register. read more