Patisserie Valerie - Marylebone Station

This place has one of the worst customer services ever. The two guys in the front just couldnt be less bothered. The place is in a train station, a guy comes in for a quick purchase (stating to the waiters that he is in a rush) and after 5 mins of waiting for a coffee to be served, he just has to rush out in order not to miss the train.

Also, I have never (nowhere else in the world nor anywhere else in London) seen a sandwich being served open... They just don't care about anything at all.

Funny enough, they ask if you want it warm, and even if you say yes they serve it cold anyway (not warm enough at least).

Service was really really bad. Went into the store to order a cake for two days time. They initially told me that they didn't even supply cakes at the store and were super unhelpful. Once the manager came out to do my order, it probably took him like a good 35 minutes to finally complete my order which consisted of me telling him what cake size and which cake... I don't really understand why it took him so long. Later on I wanted to change the collection from the station to the Piccadilly Circus shop instead which they refused. Overall very bad experience with this store. I actually like the cakes from them, but the service and the inflexibility of the firm is just poor. Even without the accounting scandal, the firm probably would have failed by the mismanagement of its employees.

Me and my family visit this place for their 4 cake slices for £10 (I believe they recently raised the price to something annoying like £11) very often for years.

Staff are always nice, and it's never too busy so always in and out fast.

Have purchased their larger cakes for birthdays etc. and have all been great tasting cakes.

Hello

I use this coffee place on my way home 3-4 times per week but after what I saw today, i will no longer be a customer.

I walked in to order my coffee as I do most times of the week and instantly you are hit with the heat inside this place.

The staff look tired from the sweltering heat and given there is no air conditioning, I can see why.

Also, the so called portable air conditioning unit is not working and has not been working for a while, no wonder there was literally no customers inside this cafe and it is usually very busy otherwise.

When I asked a member of staff, the answer was simple, the company does not care and cannot be bothered to fix the unit.

If this company is putting profits before the welfare of their staff then I say to every ethical human being out there, DO NOT BUY ANYTHING FROM THIS COMPANY.

I think it’s disgusting that staff should be forced to work in this condition, this is England, we are better than this.

I don’t really get the bad rep at all. I had a Gianduja croissant from here yesterday and it was awesome. No joke, it was literally delicious - I also got a vegetarian toasty (welsh rarebit) and it was gooey and it was such a nice change from a ploughman’s or the usual tricolore type sandwiches available to vegetarians! Even the frappe was good! All jokes aside, I really like the food from here but I’ll definitely try it one more time in the event that it was a fluke. Really good spot for vegetarians, but not too much available for vegans e.g. milk substitutes etc!

I get that this will be a busy branch, being in the station, and so I don’t mind if service is a little slow (when it’s busy), but I’m getting a little sick and tired of the brusque treatment. I’m in here every day, and always polite, even when it’s busy, but get very rude treatment generally. Customers are people too. Try a little bit of common courtesy... even eye contact.

I just had the worst experience, the women was soo rude, i never saw something like that. I really felt very bad, she destroyed my day with her attitude, we just seat and ask to order and she spoke with us in a terrible way. She is a women that refused to say her name, and she said that she doesn't care about my complaint, she is around 55 years old, long hair. On 7 of july at 17.30, she was like that when we heard us speaking another language, she is soo racist. I working in customer service and i never never saw something like that, i will complaint in every place, i will write review in every place.

I would like say big thank u to the store manager and polish staff they helped MI with my order and did Miracles. I order it 2 birthday cakes with delivery just come one I was so dissatisfied and surprised that I'm long costumer with Patisserie and they treated me like that so thanks the manager and very polite polish lady I got everything solved in one day ! Very competent, helpful team thank u again!