Although you can find good quality of groceries and good offers too, the Café is of very poor and dreadful quality. No much food is served anymore: not hot food and often a very poor variety of sandwiches. Staff at the Café is off-hand, miserable, cold, unfriendly, lazy and often rude. Machineries are often out of order. There is not willingness to help and to welcome customers. It is a very disgruntling and disappointing situation. Waitrose is renowned and regarded as top-class, upmarket retailer/supermarket, yet its Café in Horley is RIDICULOUS and EMBARASSING, does not reflect and fulfil this self-proclaiming and expected attributes. I have been going to this branch since I moved in the area in 2010 and the Cafe' was then acceptable. At present Waitrose Café in Horley is the worst place you can be for a coffee, the only reason why some people still go is because coffee is free. Waitrose Cafe' has nowhere near the quality and service found at Tesco's, Sainsbury's and Morrisons' Cafés. It used to be a lot better, now however it is an awful experience. It needs urgent address and this is not only my personal opinion, other friends and acquaintances in the area have expressed the same views. This is a widely shared opinion in the area. My concerns are of a constructive nature. Many people don't bother to voice their complaints they simply choose not to visit the shop anymore. read more