I visited the Penguin Cafe last weekend and had a very negative experience. I found the staff extremely rude and unprofessional, and customer service was completely absent. The staff appeared to be playing silly games with the customers instead of serving them. Here is what happened:
I saw cream scones behind the counter and went in for a cream tea. I waited in the queue and when it was my turn to be served, I asked for a cream tea, assuming that this was common English language which would be understood in a cake shop. The girl told me that she was only serving food and I had to go to the end of the queue for tea. I then asked her for a scone and a cake which she refused to give me and insisted that I had to go to the end of the queue for drinks. I continued waiting in the queue until it was my turn to be served at the drinks end, and again asked for a cream tea. I was told that I could not get food there, only drinks and had to go back to the end of the queue to get the food first. By this time I started getting angry and told the gentleman who was serving me that I had just tried that and was refused service having been told that I needed to go to the end to get my tea first. The girl who had refused to serve me saw the evolving argument and took it upon herself to bring me my scone. I picked it up to put it on my tray, and the gentleman who was serving the drinks ripped to out of my hand and shouted at me that it was not mine. I then became even more angry and became very assertive to get what I wanted (I believe I managed to avoid swearing). I got what I wanted in the end, but I do not expect to be shouted at and having things ripped out of my hand. I also expect to be served when it is my turn. I also noticed that another group of people were turned back to the end of the queue because they had not obtained their food.
I hope that the manager of the above cafe reads this review and takes a look at his/her customer service and the way his/her staff treat customers. Why can't one member of staff serve one customer with everything they want like everywhere else? The way they are operating at the moment, I really cannot recommend this cafe to anybody, which is a shame as the food is ok. read more