Coffee Lab UK in Winchester

I visited there with my two young children and my mum for a drink and a cake. I ordered two luxury hot chocolates, two fudge cakes and two snow men cupcakes for my children. The order arrived incorrectly at the table without the fudge cakes and an extra hot chocolate that I hadn’t ordered but had paid for. I received a refund for the extra hot chocolate by staff member that was very polite. I then waited for the fudge cakes to arrive and realised that they were not on their way. I approach the counter to raise the question ‘where are the fudge cakes that I had ordered’ to a staff member. This person showed me the receipt and my total order was on there and paid for. The lady then told me that I hadn’t paid for the cakes and that I needed to. At this point I was frustrated with the service and did not feel it was my need to pay for the fudge cakes again as they were clearly on the receipt, she showed me. From this moment Leona, who claims to be the ‘owner’ of the Orangery very rudely and unprofessionally in a confrontational way aggressively spoke to me saying ‘I am not giving them away you have still got to pay for them Are you expecting freebies?’ I was and am completely dumfounded and shakingly shocked at her customer service, her behaviour and attitude towards me. I responded with wanting a refund and said that I was going to leave at which she asked me to bring back the snow man cupcakes to which my children had already eaten, and she told me to ‘get the children to regurgitate the cakes’. All of her communication was confrontational, argumentative, aggressive and intimidating and it was a floor show for the customers who were present. There was a significant number of people who witnessed this as the café was busy. I walked away and told my family we were leaving. I was visibly distressed, shaking with anger at the way I had been spoken to and treated as a paying customer by Leona. I took the hot chocolate that I hadn’t drank back to get a refund to which Leona very stroppily without any communication and atrocious behaviour completed the refund. I then went back to collect my family to leave, and I could visibly and audibly see Leona ‘slagging’ me off to staff members in front of other customers. She was gesticulating with her hands in a grand fashion about me. As I left I approached her to say that I was able to hear and see what she was saying about me and she said in an aggressive, chavvy way that ‘yeah she asked me what happened so I told her’ I am absolutely appalled and lost for words at the service, approach and professionalism of Leona who claims she is the ‘owner’ of the Orangery tea rooms. During this confrontational situation I became aware that other staff members appeared fearful of her as they were apologising profusely to me for the way Leona was behaving and the lady who was trying to give me the refund was stuttering and extremely nervous. I wonder what it must be like to work with the ‘owner’ of the Orangery rooms who behaves in such an atrocious manner towards paying customers. I want to clarify that the other members of staff where extremely apologetic for Leona’s behaviour and treated me as I would expect to be treated.

Visited for 1st time on Thursday 27th June 2024 to break journey from Dorset to Derby. Parked ok and got blue badge space. Long queue and got drinks ok but had no bread for toast or teacakes at 11.18 which was disappointing. Tables were not cleared very quickly.

Well said clearly on receipt espresso on the side. Obviously cannot read. Coffee was vile so returned and got snapped at. Won't be coming back here.

I was inspired to write this review by seeing a Greggs eating numpty slamming the place for price. Yeah, they're not cheap but you're paying for quality ingredients and an amazing product which is value for money. For less than a fiver you're getting a huge sweet treat with complex flavours, a very satisfying, delightfully flaky pastry and a very satisfying and filling experience. If you want a hit of sugar and bland white, air filled bread? There are cheaper options! You won't get a limp chicken pasty here. If you want extremely satisfying bread made with high quality flour and an amazing crust? If you want tasty, sweet pastries with a delicious zing? If you love good food rather than ultra processed? Then this won't bust your budget and will fill you up. The venue itself is a warehouse with some benches other branches are much nicer.

Have not been here since pre Covid. Other reviews were not so good, but we had no complaints. We were early on a Sunday morning so although quite a few people the service was not slow. The coffee was excellent, and the carrot cake jolly tasty. The toilets were very clean. For me I trod carefully on the terrace which did look a bit slippery.