Cafe Mocha D
15 Thurlestone Parade, Thurlestone Cl, Shepperton TW17 9AR, United Kingdom
4.6
144 reviews
8 comments
9HV2+XJ Shepperton, United Kingdom
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Monday: 7–17
Tuesday: 7–17
Wedneasday: 7–17
Thursday: 7–17
Friday: 7–17
Saturday: 7–17
Sunday: 7–16
Tuesday: 7–17
Wedneasday: 7–17
Thursday: 7–17
Friday: 7–17
Saturday: 7–17
Sunday: 7–16
Buddy, not sure you’ve noticed but you’re part of what’s called the hospitality business. The saying “the customer is always right“ would have simply gone in one ear and out the other.
Oh and one of your staff members actually apologised for your behaviour publicly when they saw me at Costa.... Not ideal.
3 months pass...
Being the friendly, nice and “support your local business” kinda guy, I decided to give them a second chance when my girlfriend had arranged to meet friends there.
Apprehensive but willing I order 2 cappuccino’s and pay. These came in good time, so if quick coffee is what you’re after then great...
No more than 5 minutes later I order a mozzarella, basil and tomato panini and a bacon/egg ciabatta.
The bacon egg ciabatta was delivered to us after about 5-7 mins but we were still waiting for the basil/mozzarella panini a good 20mins later... Everyone else in our group who had ordered after us had there food and was happily chomping away.
When I asked the server about my missing panini she did apologise but still nothing surfaced. 5 mins later I asked again and they said it was coming...
10 mins later from when I originally asked I gave up and asked for a refund. The manager used the “we’re busy” excuse and reluctantly gave me a refund after much converse. By this point all of my friends had long finished and we we’re all sitting there surrounded by empty/dirty plates and empty cups, which were still there when we left.
I left very hangry. No panini and caffeine fuelled.
My gripe here is not the food (although in my opinion and others I know, they use way tooooo much bland cheese) it is solely based on the lack of service and customer understanding.
The manager gave me a begrudged refund but did not offer me anything in compensation and did not even offer the panini in goodwill!!
If you’re thinking Mocha D - MOCHA DON’T.
I own a small business and was ashamed of how we were handled as customers.
Rant over. Enjoy your Costa - they know what they are doing and how to treat people.