M & S Cafe,Torbay in Torbay

Breakfast choice a appalling. Considering they have a well stock M & S Food Hall downstairs. Rarely have a range of breakfast pastries, and M & S bake so many great pastries! Lucky if you’re able to get a plain croissant. Maybe they just want people to buy hot breakfasts? The service is painfully slow. Never sufficient staff. I would imagine this is why so many are not customer orientated and grumpy. I hasten to add this is not all staff. I do love their coffee and food, just need to widen the range, get more staff and speed up the system.

Lovely cafe with nice food however one staff member completely ruined the experience for us. Susan, as read off her name badge, was rude and unprofessional which diminished the 5 star rating i wanted to give this cafe. When asking a simple question about whether they serve a breakfast item after 11 she looked at us as if we were stupid by turning her nose up and gawking. She proceeded to speak to us without manners the entire conversation and just overall with a rude demeanor. However, the food is very nice and there is a great selection.

The online opening hours are different from reality. Staff is eager to lock up early. Staff kindness very varying, some really nice, some rather grumpy. An okay place.

I’m surprised to hear so many bad reviews about M&S restaurant. I am disabled following a stroke. The staff have been very helpful to me. and my wife now my carer when we visit. There are a few things that are annoying and seem silly. I like their bacon rolls and used to be able to ask for the bacon to be well done. I can no longer do this. Why? This seems a silly decision! I can no longer ask for scrambled egg. Poached only. Why? This does not seem right. It does no detract though from the helpful staff though, which is one of the reasons we go.

Inadequate management of website. Should stay open till 8pm Mon-Sat but in fact they close by 6pm every day. Disappointing information flow.

Want de-cafe coffee and by 2pm they had run out, also no Avocadoes, very disappointed as There was Avocadoes on offer down stairs and also de-cafe coffee. Bad management

I didn't think things could get worse but they are much worse, the queues are always so long, and service is done at snails pace, a norm now and not all three serving stations are always open despite the long queues, does anyone care how long customers are expected to wait, and to make matters worse when you finally get to the till to be served the staff are so rude and disinterested, one stopped for a chat with her friend the other day whilst the queue got longer and longer, and dare you ask for your drink to be made a certain way, no special request just extra hot, not frothy, and strong and all you get is why it can't be done how you want with most appalling attitude, it is really bad and getting worse, managers please take note and restore this lovely café to the old glory days currently in the past where service was great and everything ran more smoothly, your current system does not work for customers, please do something and do it soon!

I got to watch the most broken system for service for a good 20 minutes before finally making it to order a coffee. If ordering coffee at the finish line - they make it there and then before completing order and moving to the next customer. This however is no quick feat taking 5 minutes to get to payment & with no apparent sense of urgency. When the bean to cup machine is finally done, we then need to wait at table for food (which is fine!). If they did the same with the coffee they wouldn't have a 20 minute queue of equally frustrated and confused customers pouring into the shop. It was almost painful to watch with 6 reduntant bean to cup machines! I'm sure the staff are busy, and the coffee was good but this system clearly doesn't work!

The wait in this M&S cafe is ludicrous. It is so painfully slow. The staff do not care. They have also started a stupid queue system that clogs the entrance up. They need to be quicker!

I have visited The Willows twice this week, each time eating in their cafe. The staff there have no customer interest. One today on the till on its own seemed very aggressive in her manner. I also don't like not having a saucer with with the cup if having tea. They couldn't care less about anything. It's a pity as it used to be pleasant.

Rudeness by staff is becoming the norm in this café, some staff members are still nice and considerate and we choose which till to go to based on who is serving as you're guaranteed a courteous and respectful service from the odd few but the complete unacceptable opposite by the majority (you know who you are). Do they deserve our custom? I'd say no not really considering how they treat their customers. Back to basics is required by putting the customer first and foremost at all times so when they ask for their drink or meal to be a certain way don't argue with them accommodate their needs. Hoping the manager sees this review, send in undercover customers and you'll see what we mean, standards are on the steep decline. Also, why close tills leaving one to cope with a large queue? Madness making customers wait when there are three tills but three are rarely open but the queue is always long and annoyingly slow. Improvements needed for sure in customer care.

We have moved locally and have visited the cafe and store on a couple of occasions over the last few weeks. Firstly we were disappointed that the menu had changed from scrambled eggs to poached eggs which meant we had to find something else to eat. I had avocado and toast which was very nice. Well cooked and well presented and staff are always very pleasant and helpful

lovely staff provided quick and efficient service before closing time, many thanks to the lovely blonde barista who made our hot cross lattes!!!

Ordered a chicken burger and it was raw. Which is impressive when they literally use there chicken from the food hall which has a cooking time on. Poor food.

This cafe re-opened on the very first day after the Government allowed reopening. Service is always second to none, coffees are excellent, food is delicious, the cafe is large, spacious, airy and modern. I really haven't found a better cafe in South Devon!

My friend and myself had coffee and cakes at this M&S Cafe. I had an apple turnover which tasted 2 days old - the pastry was like eating cardboard and the apple filling was a cheap mass-produced catering product. My friend's coffee was two-thirds froth. M&S's reputation is built on these things and they certainly won't survive if they don't take care of the quality of the products they sell.

Perfect coffee, enough seating, all very clean and well presented. Will come again the next time we are in the area.

Is it too much for a customer to ask for a drink to be made to their preference in a certain way? I think not, but many of the staff at this M&S cafe have a poor attitude when asked. Their attitude consists of take it as it comes even if you don't like it who cares, they certainly do not. On my last visit, the first in some time after staying away deliberately I asked for my drink to be extra hot and strong, and with no froth. I was given a luke warm drink with half the mug consisting of froth with nothing to drink other than froth. When I explained my dissatisfaction I had the most awful and unacceptable brush off. The member of staff who made my drink rolled her eyes at me. When seated she continued her unacceptable attitude, watching me and bad mouthing me to her colleague who alarmingly joined in with her. This poor experience begs the following questions:- What are managers doing to curtail this poor customer care culture? Have these staff been adequately trained in customer care? Are they being adequately monitored? It is obvious that managers need to be on the shop floor to stop this downhill spiral of disdain for customers. The cafe does not match the service and standards provided elsewhere in the shop and something needs to done immediately to address these issues. In the meantime, we will be going to Costa recently opened just up the road, where customer care is of paramount importance. This is not just a cafe this is an M&S cafe we will avoid due to poor customer care and a culture that alienates customers.

We just had coffee and chocolate cake and my boyfriend had carrot and tea,, It was amazing!!! Definitely come back to try again

We have eaten her on many occasions, but we're very disappointed with the aray of discarded crockery,left over food and general detritus. We weren't the only unsatisfied customers. People were even stacking dirty plates on chairs and pushing them to the side. There seemed to be a shortage of staff.The nice new sign on the wall read. This isn't just ant cafe, this is an M & S cafe. On this occasion I feel a word was missing. Failing cafe would have been more apt. Please get your act together M & S

We wanted 'elevenses' and the only reasonably priced item was apple turnover. We would normally have scone and butter but sold out and cake too expensive and last time we had cake was dry. The apple turnover was hard and disappointing, not the standard one would expect from M&S advertising about jts food. Can't get a cooked meal, just things in packets to be heated or toasted at exorbitant prices. Tables not cleared for next customer. The prices, standards of food and drink and customer service have worsened over the years.We spent virtually £10 and felt cheated.

Had the Chilli jacket potato with side salad. + diet coke .Jacket freshly made + quick service . delivered to your table once ready

This place used to provide faultless exemplary customer care but this is sadly no longer the case. There is no longer a warm and friendly welcome. It is time to reintroduce a standard response with "hello, welcome, what can I get you?" delivered with a smile. Staff appear disinterested which if left to fester will develop into an unacceptable culture that will push many customers away. Customers should be at the heart of all considerations and should be treated well and with respect. Hoping for the improvements needed to restore this place to what it used to be and could be again with better training and insight into the good delivery of a warm and friendly service.

Visited the M&S Cafe today. No plates, no saucers, no spoons, no trays, no hot food??? Not sure what’s going on. They said they didn’t have any plates so couldn’t serve hot food. They said this as if it’s reasonable! They sell plates so why not grab a pack and continue serving?

Used voucher for free hot drink, cream tea £1.25. Bargain and tasty! Not just a cream tea......... Sat outside on balcony in the sunshine.

I am really surprised I am writing this review about a place I have visited and loved for many years but there is a noted shift in service and customer care that needs the immediate and urgent attention of Senior Management before more customers like myself, a loyal regular considers not returning. Issues experienced that need addressing include:- 1. The large queues, often with one of the three tills closed despite the volume of potential customers waiting, many of whom walk out as they get fed up waiting so long as I have had to do on a few occasions. 2. The staff no longer say hello and welcome you as before, which is crucial to make a customer feel welcome and valued 3. When requesting specifics like a biscuit and preferred ways to have a drink or meal there is a reluctance to accommodate a customer's choice. I have overheard staff moaning about such requests on numerous occasions. This adopted culture overlooks that the customer is always right. 4. When reconfirming special needs, preferences, and wishes I have experienced a stern, blunt and rude response. 5. The on going expectation that customers are happy being packed in like sardines, which when busy is so noisy and less relaxing than it used to be because of the sheer volume of tables. It used to be less tables and better spaced out in the past but this is no longer the case. 6. The portions are also really mean and getting even smaller so I have been tending to have snacks rather than meals. I often overhear other customers complaining about their meals (cold, and small portions have been common). 7. Service can be slow at times and when food does arrive it is such a quick transaction that the plate is almost thrown towards you and the server disappears within a split second. The solution is to go back to basics with improved staff training to set and maintain expected high standards, enhancing great customer care, and in doing so remembering the customer is at the heart of all considerations. Presented in good faith in the hope that necessary improvements will be implemented with a return of the better days of exemplary customer care.

My husband and I thought we would have a quick late lunch in M & S, it was bound to be of a good standard(we thought),how wrong could we be.We both ordered a baked potato with tuna and sweetcorn, it took some time to arrive and when it did the presentation looked awful .The potato was cut in half with 2 packets of WRAPPED butter placed inside,so it was a good job the potato was cold, otherwise the butter would have melted in the wrapper.The tuna and sweetcorn was served on the side of the plate,a mushy consistency and probably the worst tasting tuna I have ever had.Overall a big disappointment and not what I would expect from M & S.

This cafe is really popular with a nice setting and large area t have a light lunch. There are hot and clod meals available, however, the selection of sandwiches available is rather limited. My friend and I went downstairs to the food hall to get our sandwiches where there was a huge selection. My sandwich was also £1 cheaper than in the cafe. Why is it dearer in the cafe?

Visited with my Daughter as we often do for Bacon Roll, we decided to try the all day breakfast how we wished we hadn't it arrived the poached eggs looked like boiled peeled eggs wobbling on the plate nothing I hate more than jelly like egg whites. The cafe was cold and it did feel uncomfortable anyhow eating in cold surroundings many people kept their coats on but I hate having to eat all bundled in a coat. On attempting to eat this everything was cold including the plate . I cut the eggs but could not even attempt to try them the whites were snotty and made my stomach turn together with the coldness of everything on the plate . It was not at all a great experience at £21.00 plus for two cold breakfast,medium Mocha and a medium luxury hot chocolate I do not think this value for money. Plus the fact we had to clear the table prior to sitting down which is nothing out of the ordinary here.Did we eat this NO, inedible .

Never relaxing in this cafe Always very busy with slow service. Very difficult to find a table , especially one that has been cleared Feel sorry for the staff to be fair as they are obviously working very hard in difficult circumstances

Popped in for a light lunch was very busy and really slow cue!

Went in for food when taking retail therapy. Good food, freshly prepared at reasonable prices.We had the jacket potatoes, me cheese with my wife having tuna/sweet corn.

Whether or not you are shopping the cafe does a very good cheese scone, probably one of the best you can have without making your own. The staff are always friendly and even when the place is extremely busy they still have time for a smile and a friendly word. Also does a good range of sandwiches and cakes and even the hot food is good considering that the size of the kitchen.

On holiday in Torquay we had to visit M&S; , big inside with a great Cafe . After shopping we headed for the Cafe upstairs ,really busy . We chose a egg mayonnaise sandwich and a piece of sponge cake and queued up to pay . That is where this place is different, they are very fast at serving the customers .The staff all work together to speed up the progression through the till area and deliver the meals ordered . The manager (I think ) was every where working to speed up every thing ,helping out where he could ,great. Getting back to the food it was very nice .

Usual quality and price but it was so hot outside it was a welcome respite .Service was good and friendly food good but overpriced as usual for M&S; but hey we were on holiday

Always good for a quick lunch or afternoon tea whilst shopping.

We popped into M & S cafe at the Willows TORQUAY as a break from some Bank Holiday shopping

This M&S; at The Willows, Torbay, should be excellent; it has virtually no competition.

Two of us met for coffee today at 10.30am.

We struggled to get to the Willows,so much traffic.The shelves were reasonably stocked topped up a basket,and thought coffee would an idea,seemed to be far more people waiting than people working. We did not stop

Once again queues out of the door and one of the tills closed. When I queried why was told short of staff - illness. Seems a very regular issue to me. As an M&S; premium club member I have visited regularly since before the first floor was built and it has certainly declined over the years. Food is still good, although the coffee seems weaker than it used to be. Service has always been a bit slow but closing tills / coffee machines on a regular basis ......????

I often meet up here with friends for a cuppa and snack...very occasionally a soup. The food is always fresh, tasty and reasonably priced.

There was nine people in front of me & only one person making the coffee & taking the money. Very busy there. A few empty tables where everybody had been piling up the dishes from other tables to get a clear table.

Nobody at M&S; seem to be reading the TripAdvisor reviews or if they are no action is being taken ! This is a low standard cafe. We arrived towards the end of the day to be told that the "kitchen" was closing down. What is it about M&S; staff that they are obsessed with closing. The lady doing the "cooking" had long uncovered hair - see a review of 12 months ago. Much better standard and value elsewhere.

Use this facility a lot and find the staff helpful and friendly. However, have been surprised at the number of times that soya milk has been unavailable. My need for soya is dietary and not simply a life choice and am sure that others are in a similar situation.

I regularly visit this cafe with my two teenage daughters, today I was disgusted on arriving and queuing up with my tray, only one till was open I mentioned whether the other till was still broken as it was a week before to my daughter a very rude elderly assistant interrupted saying no we are closing and cleaning up now it was 3.15, I said ok just was wondering if still broken, again she rudely said no we are closing looking disapprovingly that I continued to wait in the queue,she then snapped saying we close at 3.30, by then I had enough of her, saying yes I do know its not 3.30 yet though is it, she hurried off, continuing to look over at me all the time we were there.She might have been in a hurry to go home the Cafe closes at 3.30 numerous people came in after me queuing behind and such a ridiculous idea to close other tills as it takes longer to serve everyone in the queue a pointless idea. The Assistant surely needs to change her job or seek some training in customer service.

La comida está hecha y cocinada a muy buena calidad. Recomiendo la sopa de pollo mulligatawny! Sin embargo, a veces más concurrido alrededor de 1 a 2 pm en un fin de semana, normalmente hay bastante buena, que puede ser a veces confuso, ya que...

Llegamos a unos 10 - 20 am sin filtro de tostado de Café y té en tamaño reducido no pelea el precio no nos impresionó no creo que volver

He visitado bastantes cafés M&S; y siempre me sorprende cada vez que vaya a la Willows que ninguno de los empleados de pelo está atada atrás. Cada café que he estado tienen su pelo en una red. . . No parece haber un buen pelo...

Siempre comida agradable, limpio y buen servicio amable. Ha sido y siempre será ocupado por desgracia, víctima de su propio éxito. Llegó temprano - no hay problema. Tenía deliciosos panqueques con fruta y yogur y un capuchino con el M&S; BISCUIT. Moderno y luminoso.

Tartas preciosas pero los medios de hacer café y bebidas es increíblemente lento para un entorno ocupado - parece ser un poco de un esquema de creación de empleo y el personal son incapaces de tareas múltiples. Es una pena como entorno encantador para una tienda de café

Well, what a disappointment afternoon tea here is, the picture depicting your tea, will not be what you get!We got 2 small quarters of sandwiches, which were nice enough, and a hard fruit scone each, there were no small cakes or pastries as shown on the picture of afternoon tea outside the cafe..I found it an awful lot of money for what it was, as the tea pot gives you exactly a cup and a half of tea!In all honesty if you want a nice afternoon tea, avoid M&S for it

So, this is a department store cafe! Don't expect fine dining...but its products are great of course. Good choice of hot and cold foods sandwiches, cakes etc. It's self service and this is where you realise your in a cafe!Service is slow and queues are long. You selected your food and queue to order your drinks, that are made at the till...but it's not as slick as one of the chain coffee shops, it's slow and tiresome. But..if you order hot food, by the time you have your drinks and paid it usually ready. Good coffee and nice place to rest after shopping. It's busy which is a good sign, BUT noisy. Don't go there to talk...you can't hear yourself think.

Large very busy cafe. Nice decor with light airy space. Assistants very good at preparing a huge range of drinks etc on a busy Saturday morning. Best one of its type

I have visited this busy and a little noisy cafe located on the first floor s number of times. It's all good standard stuff with good coffee and nice cakes etc. the staff, if they recognise you from a previous visit are especially nice! The place is huge but nevertheless on a Saturday morning it can be packed!! The food is pretty good. It's an order at the cash register system and they give you a number to display at your table. I recently had the turkey pie. This came with mash and gravy and was really good. We will return!

We don't venture into M&S very often but after a wander around the store we decided to have coffee and a scone each. Husband queued while I went in search of a table in this rather large, rather noisy, first floor café. All is bright and clean, it's clearly a meeting place for shoppers, but while there is absolutely nothing wrong with the place it is what it says on the tin ... a café in a department store. Husband was offered small, medium or large cups of coffee so chose medium. To us they were large, but everything seems outsize these days, even 'medium' sized cups.Would we go there again? If we were extremely tired and in desperate need of sustenance, yes.

I had a Sausage Bloomer & my wife Egg Bacon & Tomato Bloomer .Both were really tasty as were the 2 Flat White coffees; pleasant staff