Paul - Marylebone in City of London, Westminster

How does one mess up a black americano??? How hard is it?

Ordered a chicken sandwich for takeaway. Sat down at a park nearby to realize that they gave me the wrong sandwich. Would expect something more attentive from a place selling overpriced sandwiches anyway.

Run out of coffee cups. No proper cutlery. Chaotic service. Tables not cleared.We did this ourselves as nowhere else to sit Filthy toilet

Much lower than my expectations. The tables were too many for the size of the room and the privacy of seating clients. It is a self-service cafe. The cleanliness was acceptable. The toilets ok. I would not go there again, though. I am sure that there are other cafes that would offer more to get my business.

Really nice branch with a hard working team.

We arrived there at 18:30, they have already closed the sitting area and didn’t let us to have coffee there. The closing time is 19:30, so there is not any solid reason behind the closure, apart from the staff laziness. Never return to Paul again!

I liked the look of the window display of breads baguettes and pastries and was tempted to go inside. A clean and welcoming little set up inside with plenty of seating in the back area Service was quick and efficient I enjoyed a smooth oaty latte and a croque Monsieur which was average in taste My husband enjoyed a smooth Americano It was a relaxing cafe to take a break from the busy streets. I took away a delicious croissant. The toilet area didn't have a lock that worked and the bin was overflowing with used tissues. There was no toilet paper left in the dispenser so that area needs improvement. I would have coffee and cake there another time with the prices being reasonable. 13.09.24..A return visitors today and was pleasantly surprised to see the place had been given a upgrade with seats and a bar with stools as an extra addition. Also the decor had been improved.

My husband and I had a terrible experience. We placed our order to eat in. There were several empty tables all dirty. The room was very dirty. We cleaned one table ourselves moving the dirty dishes and disinfecting the table. We waited for 15 minutes for our order then my husband asked where it was, they had forgotten about it. In the meantime other orders were being brought to tables on napkins because there were no clean dishes. They brought the tea, the mug had food stuck to it. We no longer wanted to stay, we asked for a refund, the manager Alex said that our card couldn't be refunded because one of the items was purchased using a voucher, received when I joined the app. What a bad system and what bad customer service. Quite shocking.

My husband and I had a terrible experience. We placed our order to eat in. There were several empty tables all dirty. The room was very dirty. We cleaned one table ourselves moving the dirty dishes and disinfecting the table. We waited for 15 minutes for our order then my husband asked where it was, they had forgotten about it. In the meantime other orders were being brought to tables on napkins because there were no clean dishes. They brought the tea, the mug had food stuck to it. We no longer wanted to stay, we asked for a refund, the manager Alex said that our card couldn't be refunded because one of the items was purchased using a voucher, received when I joined the app. What a bad system and what bad customer. Quite shocking.

Certainly the worst Paul bakery in London. The service is consistently poor, with unfriendly staff members, who are consistently unpleasant and rude to customers. The pain au chocolat aux amandes I purchased this morning for breakfast was extremely dry and clearly not freshly baked. Thankfully, there are many other excellent options for coffee and pastries nearby. I won't be returning here again!

Thank you to Noor and Ziyam (or Siam sorry if I’ve spelt it incorrectly) for treating me with such grace when I accidentally spilt my entire drink on the floor. It was a manic day and I was completely mortified. 10/10 for your wonderful customer service and care.

Brilliant place in the city of London. Will definitely go there again

No healthy brown bread alternative

Alex and Betty have fantastic service.. polite friendly and made us all laugh! 10/10 would reccomend.

Love this place! The desserts and sandwiches are so good. Great service always :)

Large bakery and snack chain. Good quality ☕

Amazing cakes and coffee, perfect for some downtime from shopping or when going to a show.

Alex is the best thing that happened to PAUL since Paul. Always positive, always friendly always ready to give a suggestion or a good word; if only PAUL would have more front men like him

Urgent need of a good clean. Filthy tables, poor service with serious attitude especially from the older mature woman. Needs to learn some manners. Food stale not good quality and won’t be returning.

Café Paul in London is a cozy haven, adorned with rustic charm and aromatic coffee. Nestled in the heart of the city, it invites with its warm ambiance and delightful pastries. A sanctuary for coffee lovers and a retreat for those seeking a moment of tranquility amidst the urban bustle.

Went in for a quick bite and a coffee at lunchtime Chose the slightly more expensive ham and cheese option thinking it would have more flavour and a double espresso Paid nearly £10 (fair enough its the west end) Was asked if I would like my baguette toasted and I chose to Coffee then put in a tray on a counter but I waited decided to wait for the baguette so I could take them both at the same time Was told by the coffee maker that i can go and take a seat and wait for the baguette to be ready. I asked shall i take the coffee and was told yes. At no point was I told the baguette wouldnt be brought over to me. Then waited and waited and saw a cut in half baguette sat on the counter from a distance and no idea if it was mine or not. Had to get up and see and then realised it was. Asked why was I told to get a seat if I wasnt even going to be informed that my baguette was ready and the response I got was 'we dont do table service'. Brought it back to my seat myself and found it to be completely lacking in flavour, tepid warm on the outside, and cold on the inside. The espresso was also cold and again had no flavour. If this is what Paul is like these days standards have dropped drastically

Best customer series with fresh food very very delicious food i got 😋

Not at all good. Tea was served in a tall coffee mug. I had to ask for a tea cup. I was told that the reason for the coffee mug is that the French don’t understand tea, which is why they serve tea in coffee mugs. This is of course nonsense. In any event the last time I checked Marylebone was in the U.K. I was told that the toilets were out of commission, as a result of something about which I did not wish to hear. The two junior staff spoke little English. Ridiculous. How can a company expect to do business when staff cannot communicate with its customers? This experience is the opposite of the urbane, slightly sophisticated image that Paul wishes to convey.

When you close your eyes after taking your first sip of coffee, you know it’s a good one. Five stars for the barista the morning.

Amazing customer service is being provided here by Angelika and her crew. Thank you very much for your kindness and professionalism. The Café is also very well maintained, good ambient and delicious croissants.

Certainly the worst Paul bakery in London. The service is consistently poor, with unfriendly staff members, particularly the lady who appears to be the manager, who is consistently unpleasant and rude to customers. The pain au chocolat aux amandes I purchased this morning for breakfast was extremely dry and clearly not freshly baked. Thankfully, there are many other excellent options for coffee and pastries nearby. I won't be returning here again!

Best macchiato and tasty croissants, barista actually asks how to make it foamy or milky which doesn't happen in most of other places. Interior is also good.

It’s not even worth 1 star! The bread is so hard, my teeth literally hurts. U can’t even pay CASH. The service are rude and when i say they forget something, they remain steadfast with their “opinion”. Coffee is really not IT, more foam than coffee. I’ve been to so many paul’s over the world. And this one is the worst, i asked for a type of bread and they said no cuz u have to buy the whole baqquet. Such a nonsense. Don’t go there! Not worth a penny.

Chocolate y bollería acertada, interior un poco estrecho, ambiente h decoración confortable

Very delicious sandwiches and big variety of deserts. Of course that amazing coffee that you are craving for. Liked and will come back.

Absolutely shocking. Food like cardboard. My wife had to send it back and reorder something else. She did. Equally horrible and microwaved to death. This used to be a good place. Avoid now.

Worst service, management included. Very rude and dismissive

Tasty food and excellent service.

I recently visited Paul’s cafe and was impressed not only by the delicious coffee and cozy ambiance but also by the inclusive atmosphere. It’s heartening to see the diverse and welcoming team, including a hijab-wearing employee who added to the positive experience. Kudos to Paul’s for fostering diversity!

Ver good sandwiches served on proper crockery with salad garnish and proper cutlery. Very pleasant to sit in the restaurant which is decorated to look like a library. Much better than other sandwich shops.

Very cramped and crowded coffee so so

Wow! Is the only word that make sense for this place... Test it and you will agree

What a lovely little coffee and pastry shop. Friendly greeting, lovely looking pastries ( we did not try ) great coffee and mint tea. Nicely decorated and good atmosphere. Tables were cleared quickly as well

First visit Only had decaffeinated coffee and croissant Quite upmarket Thanks

Very bad experience. Staff rude

Very helpful and pleasant staff. Great produce. Spoiled by yapping dog - sadly staff seemingly encouraged the owner.

I recently had a cappuccino at this place, and unfortunately, it didn't meet my expectations, the utensils could have been cleaner. However, I do want to highlight that the staff was quite pleasant and friendly.

Love Paul’s the coffe is great and their fresh sandwiches are lovely ! Also a good place to catch up on some work as they have Charing ports and WiFi!!

Good place for a coffee and cake

اجمممل كرواسون ب التشوكليت والفلات وايت لذذيذ جداً 👍💙💙

No China all served on paper plates and cups. bathroom appalling grubby and dirty no seat on the toilet and no soap to wash your hands

A great place to go after a stressful doctors appointment.

The best hot chocolate I've had in years! I only had a small, which was the perfect size given the richness of the drink, but it was worth every penny. Their pain au chocolat and butter croissant was also delicious and made for a lovely breakfast. I will certainly be visiting here more often!

We used to come here a lot, but it has gone down hill significantly. Cleaning products and rubbish bins in front of the food counter and the single bathroom next to the kitchen was filthy.

Great coffee as always, unfortunately I thought the shop wasn't as clean as it could be and the staff aren't that friendly

This Paul branch is lovely with professional and friendly staff. Cosy with nice seating. Tried the St honoré which was really light and nutty. Delicious with a lovely cup of tea! Will visit again if in the area.

Terrible service. Had to wait for a long time although not many people in a queue. The lady who did coffees had to step back as she didnt manage to make coffees anymore so the manager (seemed to be one) had to step in. Then the same lady and other one taking payments acted super rude and when my card got cancelled couple of times and had to re-try payments started laughing. Then the vibe of the whole place was off. Probably couse the couple of people that paid had to wait forever, and then the new people who came in kept asking us if we are standing in a queue and we had to keep saying no (we were not even close). Anyhow, every time that happened those two baristas kept laughing and then whispering.

지인한테 딸기타르트 추천받아서 먹어봤는데 굿 타르트지가 쿠키같음 딸기도 맛있음 영국 과일은 다 맛있는 듯

Gorgeous, cozy, with the best coffee

Our expectation was not met.We waited more than 15 minutes in a queue, but the products served were not satisfatory

Great pastries, Don't miss the Canelé they are great.

Service slow and seating area not particularly clean

How many bad customer service reviews does this place need before the manager actually does something about it? Young male (mid 20s) with a serious attitude problem was rude and arrogant. It's honestly an embarrassment to the brand, avoid this place.

They only take card What!? What's the point Crona was in 2019 we almost in 2023 accept Cash is money 👍

Bad experience, I came in to have a tea a 4:10, and the manager told me they we're closing at 4:50 and finally asked me to leave at 4:30.

Es un Paul como otro cualquiera, pero era necesario recalcar la amabilidad de los chicos. Muchas gracias por regalarle una pastita pequeña a mi bebé !!!

I can see from other reviews that I’m not the only one to take issue with the way the staff behave. I walked up to the counter but was quite clearly still deciding what to get, while the guy behind the counter kept asking me if he could help me - effectively telling me to hurry up. There was no queue. I asked about gluten free options as I am a recently diagnosed coeliac. This means I am ALLERGIC to wheat. He dismissively, with a smirk, responded there were ‘obviously’ none (beyond a macaron) because it’s a bread place. My dude, gluten free bread has existed for decades. It isn’t common to see it in cafes for sure, but I have to ask. In every cafe I go to for the rest of my life. But I understand this place a small shop with limited space for different options, I am fine with that, but perhaps retrain your staff to not be so dismissive of people asking questions. It was my first time out and about since my diagnosis and it actually rather annoyed me. Oh also the place was dirty and run down looking. So yeah. I wouldn’t have even come in aside from our daughter needed to eat and I wish I’d taken more time to pick literally anywhere else. My wife’s sandwich was salty and mediocre. Our coffee was also bitter and overpriced. I’ve never been to a Paul in London that I thought was good. I will actively avoid them in future (not least because a macaron is not a good lunch).

Staff friendly . Good selection of food and drinks. The toilet was out of action hope the sort it out very quickly as that's not good when you don't live in the area.

Great selection of cakes and drinks and a delightful ambience and décor! Definitely worth a visit!

Always the best... but must change some of the staff... a bit rude. But the food and cakes and drinks are all fantastic 🥰🥰

Great little coffee shop with plenty of variety of food and drink.

Still the best almond croissants I've tasted.

I was excited to come back here after my last visit in May, but I was served by an extremely unfriendly staff member (Cesar) who rushed me, didn’t get half my order in and after he realised that he missed part of my order, his co-worker said it’s on the house but he insisted I pay the £3.5. Never ever coming back here again.

Will never ever come back here. I honestly never take the time to leave bad reviews but I really believe it’s necessary this time. My mom (who wears a hijab) was ordering from the cashier named Cesar who was incredibly impatient and rude. My mom is always extra friendly with everyone, which was the case this time as always. As she’s trying to order, Cesar is rushing her and she was very put off by his attitude. She clearly said that we wanted two pastel de natas multiple times, which he would have heard had he not been rushing her. We could have brushed it off and assumed this was just his regular behaviour but once we saw how much friendlier he was with the customers being served after us, we sensed it may have been because of her hijab. I’m not sure if that was in fact the case because another employee was wearing one as well but it seems possible. Regardless, his attitude left a very bad taste in my mouth. As everyone else who ordered after us is being given their pastries immediately, I walk up to the counter and ask why we still haven’t received our natas when he tells us we didn’t order any, to which my mom responds that if he had not been rushing her he would have heard her ask for them. My mom is not a confrontational person AT ALL so the fact that she even said that to him is a testament to how terrible the service was. The best part is when I went to pay for the natas, the hijabi employee (in an attempt to rectify the situation) told me not to worry about it, to which I replied that we would still be paying and Cesar tells her “no, they should pay” and flips the machine over to me. We wouldn’t have even accepted that offer but the hostility on his part was very upsetting.

Cake was dry. Coffee was cold. Place was unclean. Not what i expected in Marylebone. Staff were hap-hazard and rushing even tho it wasn't busy.

Such an amazing and friendly staff! Sandeitches are beyond this world and bread is one of the best ones I ever had!

Very nice and friendly place. The rain started and one of the staff did everything to get us a taxi. Thank you!!

Awesome experience. Both products and service were exceptional good. Will definitively not be the last time been there. Next time in London we'll visit again! Thanks so much

Ωραίος καφές, λίγες επιλογές σε συνοδευτικά.

Almond croissant slightly hard but otherwise a nice place for coffee and lunch.

Coffee quality: not amazing, over extracted, plain. Served too (too) hot. Patisseries: pan au chocolat not bad, but the almond croissant is way more than disappointing (hyper dry) Location: amazing, amazing spot they have Actual place: not hedonist at all. Crowded space, with all of the tables too close together. Experience: toilets were close, they served all in takeaway cups and paper bags, tables weren’t clean, decoration looks very fake… The worst coffee experience of the year so far.

I must simply say that this is one of the best Paul stores in London. Having visited this one and multiple outlets over the last few years, it dint take me long to place their outstanding customer service. On all the occasions I have been here, I was served with a warm smile and a nice chat. Their quality of food or drink is noticeably good as well. Ms Alice was fabulous in her job and just eased through and helped me with my purchase. It’s so warming so see such wonderful souls who go above and beyond to do their job. I would appreciate her customer service wholeheartedly and recommend her.

Lovely croissants and selection of cakes, especially the Valentine’s selection, see photo below. I ordered a flat white, my usual, coffee was ok but the frothing of the milk could have been better. In an industry where quality is up there, you need to deliver. Shop looked a bit tired but otherwise pleasant.

Had a lovely decaf latte with coconut milk and a roll. Quite expensive but I suppose you're paying for the location.

Great coffee, surprisingly good. Neat little coffee in nice part of Marylebone

Visited with the family around 10am on a Saturday morning, looking for a relaxed breakfast. There were one or two other customers, but not particularly busy, so it was surprising, and completely unnecessary, that all three counter staff rushed and hurried us to make a decision, before we had even had a chance to see what was available. The food and drinks that we did have were all of high quality, but this branch loses two stars for poor service

The cake was really disappointing. Kind of old and dry. Coffe was ok.

Decent service and a great location . We have lovely fresh sandwiches and a leek quiche . My only recommendation would be more vegetarian options.

No setting area and the barista could have been nicer

Went in for breakfast, the individual in charge served us. He was extremely openly rude to us. And then proceeded to mock us in front of his co-worker. Oof

Best chocolate macaroon Ive ever had!

Staff was rude (two boys mostly) and 0 customer skills. First time in Paul's, "eat in", didn't want to give me a table, and I had to show him there was a table available. Half of the room was blocked by tables put as a barrier. Don't know why and they didn't bother explaining it (4 hours before closing) not having been to Paul's before, I got a panini. I didn't know they were kept cold, no one bothered to ask me if I wanted it hot, and to my surprise I ended up eating a panini hard as a brick because I already gave it a bite and they couldn't it up in the machine (covid policy). An old gentleman came in and asked for a table, they refused him, he was leaving when I started telling them that I was leaving so they could give him my table. The staff heard me but couldn't care less, hoping the gentleman would leave. The gentleman was already put off by the rudeness of the staff and left. I spoke to him outside. He said the staff was rude, and he preferred to go eat somewhere else. Maybe I should have done the same.

The BEST hot chocolate and I don’t even drink the stuff! Seriously… I never normally drink hot chocolate but Paul’s hot chocolate is outrageous!! You’ll only need a small but it’s something so amazing it’s like a life experience!

Wonderful service, amazing Moccas and Cappuccino, very clean and very pleasant baristas! Coming again in a few days!

Small store with some limited seating

Very nice thyme-flavoured bread with feta and beetroot.

To all the professional members of staff, Cesar, Andrea and Peter a massive thank you for the brilliant service and for your honesty and professionalism. A spacial thank you to Cesar who found my AirPods and kept them safe for me. Highly recommend 😊

Terrible. Would not allow a family of 5 in on two tables. Most tables were empty and he claimed we have no table. When challenged looks at me and shrugs his shoulder.

Delicious cakes and great aromas as with all Paul patisseries. The staff who served me was courteous.

Nice little place, good food, friendly service.. what's not to like?

Very nice coffee a a fantastic selection of pastries....

Only nipped in for a Macaron. They are delicious.

Wasn't the best experience to be honest. Went in for some coffees, a cheese Baguette and desert with my family. 2 of the staff were borderline rude. The Baguette was hard like it's been out too long. They Put the items on an upsidedown tray and told me that's how we serve things here. Turns out the other side was filthy and they can't be bothered to wash it. When I left only an Asian guy working there had the decency to say thank you and good bye. The other 2 rude one just looked on. My advice, if you don't like working somewhere... Get a new job. Don't vent your frustration on customers.

WORST work place EVER. Charlotte.

Terrible attitude, wouldn't serve us because claimed there were too many people in the shop, so we waited outside and then he let others in... Very odd behaviour