Last December I bought slices of cake for some guests who were visiting the next day. Had to wait while the waitresses finished their chat and one sauntered over finally. Next morning when I opened the box, the strawberries on the cake were mouldy and the cake was stale. Have complained to customer service three times. Each time I get sent a questionnaire to complete with a promise that I'll be contacted. Still waiting. I have been a regular customer of various branches of Patesserie Valerie, but they will never see me again.
jackgW3560YJ
Do not visit- The manager of this branch was incredibly rude to us when we had asked to be refunded for a sandwich that they didn't have in stock. A young lady served us and was very apologetic that she couldn't fulfill our order. When we were trying to collect our drinks in our order, and there was confusion over which drink was which, the manager looked at me, as a paying customer and said "what are you looking at me like that for". I was embarrassed to be in that situation and I will never be returning.
pennyledger
Website says open until 7pm so friend and I went for afternoon tea. we arrived about 5pm after walking all around Market Square looking for it. We were told "take-away only" after 5pm. Went to restaurant next door instead.
Familybreaks
We popped in for coffee and pastries. The 2 male staff were obviously new and in training but the lovely female manager was so friendly and efficient. The store was quite empty of customers and quite frankly sad looking, but she made what could have been quite a grim experience a pleasant one. Our pastries were warm and crisp and she made our coffees exactly as we asked and double checked once we’d tried them to check they were as we wished. She really went the extra mile, was very sweet and charming.
Karen D
Afternoon Tea was very nice, but it was the service from Candice that made our visit even more pleasurable. She was so friendly & helpful, provided great service & constantly had a smile on her face.
Itsbeenawhile99
Received gift voucher for afternoon tea, so delicious, nice choice, freshly made, scones even warm, mini gateau so light and delicious. Service attentive and explanatory, even breakfast tea was strong and nice. Usually drink Barry's tea. Thoroughly enjoyed.
99flake
Went in as a group of four to have morning coffee. A dismal place with strange lighting and tables that looked like the place was being redecorated - it wasn't. A few dry looking cakes in the window. Sticky tables and sticky menus, and non-existent service (and there were only a few others in this place). After waiting for some time we walked out as there was no effort to serve us. At least we didn't waste our money on the high prices we saw on those sticky menus. We went somewhere else.
NAP52
We ordered a cream tea for two, when it arrived the scones was microwaved, too hot to handle. I then realised this was to disguise the scones being hard and very stale. We mentioned this and there was no explanation or apology. The waitress wasn’t interested at all. We then decided on mince pies, which weren’t much better. We decided to put up with the poor food and told to pay over £18 for three teas and three mince pies. Staff, cafe and whole experience disgraceful.
O7453NMannaj
Unfortunately a terrible experience at the Kingston branch of Patisserie Valerie. The service was exceptionally poor and did not meet minimum standards in my view. The staff practically ignored me and my friend. We weren't able to get a second drink that was included in the afternoon tea as the waitresses ignored us. When we were able to get their attention, I was told I could only get a limited number of take away drinks. The overall experience was bad. With no attention provided to us or any of the customers. There was no ask of dietary requirements. No follow up to check everything was ok. No ask to clear the table. It was pretty chaotic and it seemed from observing the room, other people were experiencing the same. You were made to feel quite uncomfortable. Really poor quality food. Would not come here again.
cruzcampo2017
There was one person serving. When we arrived they were tending to members of a birthday party. 2 people in front of us had been waiting over 19 minutes to get served. We ended up serving ourselves and finding a table. It was chaos. Tables had not been cleared and the queue grew. The worst experience I’ve had in a Patisserie Valerie. We wanted hot drinks but didn’t bother because it was clear we wouldn’t get served. Waited another 10 minutes just to pay after eating. Just a waste of our time. As well as bad service the Lotus Biscoff cakes we had tasted dry and stale. We won’t be returning.
I purchased a Charlotte cake on Friday oct 1st for my sons 40th birthday celebration. I took the cake with me to hotel and asked them to leave it in fridge. On Saturday after dinner , when I opened the cake box , the strawberries had all green mould and the cake was stale. So you can imagine my disappointment and embarrassment in front of family.
Stephen196666
I called into the Kingston branch on 17.09.21 to buy cakes for my friend’s birthday party the following day. When I asked the guy serving how long the cakes would last, he told me I’d be better off visiting the following day, 18.09.21, as the current batch of cakes had been baked on 16.09.21, and they would have a fresh batch baked on the morning of 18.09.21. I was impressed with his honesty! Consequently, the following day, 18.09.21 I went in again, and purchased 4 slices of cakes (around £3.65 a slice). Sadly when my friend and her guests tried the cakes at her party, the cakes were stale and hard. I should have realised that the cakes I had bought were in fact the ones I’d seen on 17.09.21, i.e. the ones baked on 16.09.21 (or possibly even before then); the display looked the same as I had seen the day before, but the guy had seemed honest that day, and I had obviously been fooled by him. My friend had to bin the cakes, a total waste of £14+. I will never go to this store again, and will be advising every friend tempted to go in to give it a miss. I even purchased a coffee both times I visited - even the coffee is of poor quality, weak and more akin to hot milk. Disgraceful!
nicoladais
It wasn't busy when we arrived because it was Sunday morning but quickly started getting busy with most people opting to sit outside. Good service, thanks to our lovely waitress, Klaudia, who had everything under control.
dianepT7067II
It was the worst afternoon tea I have every had nothing to what it says we got how’re tea than waited for half hour before we got the sandwiches and cakes we had to share the scone as only one fruit and one cheese scone the sandwiches looked as if they had been thrown on the plate the clotted cream came out in the pot you got from the supermarket they did not even bother to put it in a little dish it was a let down as it was a treat from my husband he did not won’t to complain and make things worse then what it was and they say it is a nice place to go never in a month of Sunday’s would I go again I would sooner go to Mac Donald’s that’s is at Kingston’s on Thames
32DerekM
I purchased a Groupon voucher and redeemed today for the traditional Afternoon Tea. The Service was excellent, fresh sandwiches and good coffee. Many thanks.
Last December I bought slices of cake for some guests who were visiting the next day. Had to wait while the waitresses finished their chat and one sauntered over finally. Next morning when I opened the box, the strawberries on the cake were mouldy and the cake was stale. Have complained to customer service three times. Each time I get sent a questionnaire to complete with a promise that I'll be contacted. Still waiting. I have been a regular customer of various branches of Patesserie Valerie, but they will never see me again.
Do not visit- The manager of this branch was incredibly rude to us when we had asked to be refunded for a sandwich that they didn't have in stock. A young lady served us and was very apologetic that she couldn't fulfill our order. When we were trying to collect our drinks in our order, and there was confusion over which drink was which, the manager looked at me, as a paying customer and said "what are you looking at me like that for". I was embarrassed to be in that situation and I will never be returning.
Website says open until 7pm so friend and I went for afternoon tea. we arrived about 5pm after walking all around Market Square looking for it. We were told "take-away only" after 5pm. Went to restaurant next door instead.
We popped in for coffee and pastries. The 2 male staff were obviously new and in training but the lovely female manager was so friendly and efficient. The store was quite empty of customers and quite frankly sad looking, but she made what could have been quite a grim experience a pleasant one. Our pastries were warm and crisp and she made our coffees exactly as we asked and double checked once we’d tried them to check they were as we wished. She really went the extra mile, was very sweet and charming.
Afternoon Tea was very nice, but it was the service from Candice that made our visit even more pleasurable. She was so friendly & helpful, provided great service & constantly had a smile on her face.
Received gift voucher for afternoon tea, so delicious, nice choice, freshly made, scones even warm, mini gateau so light and delicious. Service attentive and explanatory, even breakfast tea was strong and nice. Usually drink Barry's tea. Thoroughly enjoyed.
Went in as a group of four to have morning coffee. A dismal place with strange lighting and tables that looked like the place was being redecorated - it wasn't. A few dry looking cakes in the window. Sticky tables and sticky menus, and non-existent service (and there were only a few others in this place). After waiting for some time we walked out as there was no effort to serve us. At least we didn't waste our money on the high prices we saw on those sticky menus. We went somewhere else.
We ordered a cream tea for two, when it arrived the scones was microwaved, too hot to handle. I then realised this was to disguise the scones being hard and very stale. We mentioned this and there was no explanation or apology. The waitress wasn’t interested at all. We then decided on mince pies, which weren’t much better. We decided to put up with the poor food and told to pay over £18 for three teas and three mince pies. Staff, cafe and whole experience disgraceful.
Unfortunately a terrible experience at the Kingston branch of Patisserie Valerie. The service was exceptionally poor and did not meet minimum standards in my view. The staff practically ignored me and my friend. We weren't able to get a second drink that was included in the afternoon tea as the waitresses ignored us. When we were able to get their attention, I was told I could only get a limited number of take away drinks. The overall experience was bad. With no attention provided to us or any of the customers. There was no ask of dietary requirements. No follow up to check everything was ok. No ask to clear the table. It was pretty chaotic and it seemed from observing the room, other people were experiencing the same. You were made to feel quite uncomfortable. Really poor quality food. Would not come here again.
There was one person serving. When we arrived they were tending to members of a birthday party. 2 people in front of us had been waiting over 19 minutes to get served. We ended up serving ourselves and finding a table. It was chaos. Tables had not been cleared and the queue grew. The worst experience I’ve had in a Patisserie Valerie. We wanted hot drinks but didn’t bother because it was clear we wouldn’t get served. Waited another 10 minutes just to pay after eating. Just a waste of our time. As well as bad service the Lotus Biscoff cakes we had tasted dry and stale. We won’t be returning.
Restaurantji Recommends
I purchased a Charlotte cake on Friday oct 1st for my sons 40th birthday celebration. I took the cake with me to hotel and asked them to leave it in fridge. On Saturday after dinner , when I opened the cake box , the strawberries had all green mould and the cake was stale. So you can imagine my disappointment and embarrassment in front of family.
I called into the Kingston branch on 17.09.21 to buy cakes for my friend’s birthday party the following day. When I asked the guy serving how long the cakes would last, he told me I’d be better off visiting the following day, 18.09.21, as the current batch of cakes had been baked on 16.09.21, and they would have a fresh batch baked on the morning of 18.09.21. I was impressed with his honesty! Consequently, the following day, 18.09.21 I went in again, and purchased 4 slices of cakes (around £3.65 a slice). Sadly when my friend and her guests tried the cakes at her party, the cakes were stale and hard. I should have realised that the cakes I had bought were in fact the ones I’d seen on 17.09.21, i.e. the ones baked on 16.09.21 (or possibly even before then); the display looked the same as I had seen the day before, but the guy had seemed honest that day, and I had obviously been fooled by him. My friend had to bin the cakes, a total waste of £14+. I will never go to this store again, and will be advising every friend tempted to go in to give it a miss. I even purchased a coffee both times I visited - even the coffee is of poor quality, weak and more akin to hot milk. Disgraceful!
It wasn't busy when we arrived because it was Sunday morning but quickly started getting busy with most people opting to sit outside. Good service, thanks to our lovely waitress, Klaudia, who had everything under control.
It was the worst afternoon tea I have every had nothing to what it says we got how’re tea than waited for half hour before we got the sandwiches and cakes we had to share the scone as only one fruit and one cheese scone the sandwiches looked as if they had been thrown on the plate the clotted cream came out in the pot you got from the supermarket they did not even bother to put it in a little dish it was a let down as it was a treat from my husband he did not won’t to complain and make things worse then what it was and they say it is a nice place to go never in a month of Sunday’s would I go again I would sooner go to Mac Donald’s that’s is at Kingston’s on Thames
I purchased a Groupon voucher and redeemed today for the traditional Afternoon Tea. The Service was excellent, fresh sandwiches and good coffee. Many thanks.