I have not yet explored the cafe area of Penny Black so I can't speak to the sandwiches or coffee, but I can say that the Royal Mail service seems much improved over its former location up the road. Also compared to the former location, the interior and the inventory have been significantly modernised. The layout has been updated to a 'lifestyle experience' model -- an open plan with do-dads scattered around in different, convenient-to-pick-up spots so it looks vaguely like it could be your own personal office. As a long-time lover of all things stationary, it ain't bad. Though shy of the stationary-lover's paradise, Paperchase, it does hit the spot in a pinch.
I seem to be in Penny Black about once a week with some parcel or letter that has to be sent off for work or across the pond. Even at lunchtime and just after work -- peak time for post offices -- the queue never seems to be too long and always moves fairly quickly. This is of course in relative terms to the usual purgatory of your average post office queue.
Just a few niggly points: the 'post' queue leads customers away from the 'shoppe' register and toward the back of the store where the postal services desks are located. However, if the products register is open, the attendant will take the next 'post' customer, which can lead to a little bit of confusion and inadvertent (I WOULD HOPE) queue-breaking. This process could be a little stream-lined, but it's never been a huge problem for me, however, I have also experienced first-hand how Brits feel about queue etiquette....... Also, the counter space they have set up for customers to package up materials is against the partition where the queue lines up, putting you awkwardly not-quite-in-the-queue if you have a few dozen 'par avion' stickers to slap on before dropping your letters in the bid red box. Not a major problem, just a small issue of customer experience.
I have also successfully selected cards for a number of occasions, mostly birthdays and thank yous, which is a bigger compliment than it seems because I am among the world's PICKIEST card purchasers (just imagine how long this process takes me at Paperchase....). I find their selection to be a little bit better than Papyrus around the corner and significantly less claustrophobic as well (although they don't carry adorable kitchen accessories like Papyrus....). And it has, of course, the added benefit of also being a post office. Remember step-dad's birthday at the last minute? Not a problem, pop into Penny Black, grab a funny, slightly off-colour card, scribble in a charming message, buy a stamp, pop in the big red box. Done and dusted :) read more