The Palms Restaurant in Caerphilly

customer service stinks popped in today 17th sept , and the young blonde haired girl , really shouldn't be working there, arrogant,rude and pathetic, won't be returning to this cafe, certainly won't be paying good money to be treated so appallingly.

I used to love visiting the outdoor section of this restaurant for its peaceful location. However over the last year, the place has gone really down hill that I shall not make the trip again. The place has seemed to lost it sense of good customer service with a restaurant manager with an atrocious attitude who really is not suited to hospitality. Arrived at 1145 wanting a simple cheese sandwich for lunch after chemo to be told that they don’t serve lunch until midday on the dot! Ok I said can I at least place my order and pay for it now rather than having to come back and forth - no sorry can’t put it in the till! What?? At 1145 no one in the restaurant was eating breakfast and there was no cooking in the kitchen - bonkers to me maybe the chef was on their break perhaps? Why not just say that? So needing something asap, we ordered tea and cakes and then returned at midday to order the desired cheese sandwich. £30.75 in total for the experience Why couldn’t you have taken the order of the sandwich at the same time - instead making a disabled guest go back and forth because of the clock! Also if lone guests come with their dog but aren’t allowed inside the restaurant to order, why not take the orders outside or by the door? Leaving dogs unattended is always risky but again common sense doesn’t prevail! Won’t waste your fuel coming here again.

I ordered a jacket potato shortly after the midday lunch service started so it should have been freshly cooked but it was awful. The filling & salad was very nice but ruined by a jacket potato that was so unpleasant that I wondered if it had been cooked on another day & reheated for todays lunch session. The skin was dark brown & very hard with a nasty taste & the flesh had the most unpleasant texture. I just ate what I could & left as I was in a hurry & had witnessed the staff being less than understanding with an earlier customer but I should have taken the time to complain.

Had a morning shopping at the garden centre and decided to treat my toddler to lunch. Was told the kitchen was closed and that i would have to queue again, only for the very next person to be served to be allowed to order food.

Called into the palms for lunch with friends. Lovely baguette and latte, swift service from friendly staff. Thank you, will definitely return and recommend.

I came here with my elderly mum for lunch. I queued a fair amount of time and whilst queuing, I thought it must be just a coffee and cake place as no price list was displayed at the till. I eventually got to the front (as they spent an age making coffee for the people in front) and I asked do you do savoury food. The rather grumpy women serving at the till told me all the menus were at the entrance. Why is the menu not at front by the till on a bit display board on the wall like in most cafés? Also I came in via the loo entrance so and there were no menus there or where the cutlery is kept. In the end, and after all the effort of waiting in thr long que we found out the prices for lunch food were extortionate. After enquiring about possibly having 2 baked pots and a pot of tea for 2 the cost would have beeen nearly £21 so I told the grumpy member of staff that it was too expensive and we'd just have the tea and go home to eat. My mum is housebound and she was really looking forward to some time out with me to have lunch. Thanks for nothing palms for charging greedy, overinflated prices and ruining our day. We won't be back for the reasons above. Oh and cheer up, you are in a customer facing environment.

Wouldn't recommend.Poor service and rude staff. They refused to serve us breakfast! Shan't be going there again

I just went to Palms restaurant in the garden centre what a lovely hot baguette chicken stuffing cranberry sauce chips onion rings nice coffee staff good reasonable price everything was great do not recognise it from the reviews below

7 friends and I had the unfortunate experience of visiting this establishment on 17/04/23 for breakfast. I wish we’d hadn’t bothered. For a start, it’s not a ‘restaurant’, it’s a café and that’s in the loosest sense of the word. To call this place a restaurant is a complete misrepresentation of the highest order. One of my friends who was just before me in the queue asked for two bacon rolls with the bacon well done. A simple request which any decent eatery would gladly accommodate. The response from behind the counter was that they don’t do well done bacon, it just comes as it is! He quiet rightly said all they had to do was leave it under the grill for a bit longer, but the reply from the supercilious female behind the counter was a flat no: they couldn’t do this. The reason for the refusal to fulfil this most simplest of requests still escapes me. In light of this, he instead ordered two sausage rolls. I was up next and this utter inflexibility didn’t bode well for me. I requested four rashers of bacon, four fried eggs and two sausages, another seemingly simple culinary request which I have had fulfilled many times before, even at Witherspoon’s pubs. But no, not this time. The female I spoke to seemed unsure whether or not they could provide me with the aforementioned simple breakfast request. She sought advice from Ms Supercilious who appeared to be ‘in charge’ and to my ‘amazement’ my request was denied. Rather than the computer ‘says no’, it was, yet again, ‘Ms Supercilious says no’. Upon seeking clarification as to why she wouldn’t furnish me with my preferred breakfast option, I was informed that if she gave me four rashers of bacon, they’d be none left for anyone else. My immediate thought was ‘do they only have four rashers of bacon in the kitchen?’ As incredulous as I was, she was ‘in charge’ so I had to admit defeat and order the standard cooked breakfast minus the items I had no desire to consume. This left me with one rasher of bacon, one sausage, a piece of thinly sliced black pudding and some grotty looking tinned tomatoes. A poorer excuse for a cooked breakfast I have never seen. Remember my friend who asked for some well done bacon? All I can say is that it’s a good job he didn’t have any bacon as it was so undercooked it looked like could have crawled off the plate by itself. You’ll also recall he ordered two sausage rolls. By now, it shouldn’t come as any surprise, but this bunch of incompetent, inflexible individuals got this simple order wrong as well: he ended up with two sausage sandwiches. Some of my friends also ordered some toast to go with their breakfasts, thinking it was included in the price. I mean, this is a common cooked breakfast protocol: inclusive accompanying toast and butter. Ah, but this The Palm ‘Restaurant’, Caerphilly Garden Centre where nothing is off the table, and that includes the lack of inclusive toast and butter. Upon receiving the bill, to our utter dismay, we had been charged £1 per slice of toast and small pack of butter. I left this shambolic, poorly managed establishment feeling both nutritionally dissatisfied and financially violated. They must be making around £15 on a loaf of bread. There’s taking the micky and then on an entirely different level, there’s The Palm ‘Restaurant’. To summarise: inflexible, diabolically managed, overpriced and poorly cooked low quality food. To use the analogy of a game of poker to describe our visit here, you’d have a ‘full house’ of reasons why not to visit this place. It was abysmal, an extremely disappointing dining experience. If I could give this place 0/5 I would but I can’t, I have to give it at least 1/5. It can consider itself extremely lucky to have 1.5/5 on Trip Advisor.

We ordered avocado , spinach and tomato sandwhiches from the menu , There seemed to be no avocafo in the sandwhich . Husband took it back , they told him that they didn 't have avocados . They then told him that he ordered something else in a very accusing way ! He told them that he would never have ordered the sandwhiches which they gave him ! The Canomille tea I was given in a pot, was just enpough for half a cup . Hot water can 't be short ?? My husband 's coffee was the most bitter coffee he has tasted and he can drink just about anything ! Rude service with an air of superiority .

I went for a Sunday lunch. £11.99 but no vege option, a plate of vegetable was also £11.99 Rude woman who was unwilling to understand that vegetarians like Sunday lunch too! Incredibly rude

Went for coffee with friends this morning. Ordered a cappuccino and stood at the counter. The person who served me had to refill the machine from the side room. As this was taking time I sat back with my friends to wait. Our table was right next to the counter. As I was waiting three other customers came to the counter. I could see that the cappuccino was ready so went back to the counter. The cappuccino was actually for the person behind me. I was told by the assistant that as I had sat down I had lost my place and had to go to the back of the queue. What sort of customer service is that. The assistant could clearly see where I was and at no stage told me that if I sat down I would lose my place. The assistant needs to consider the customer and not invent a ridiculous "rule". Needless to say I won't be going to this establishment again. Shocking attitude from a young assistant to a senior citizen. This person needs to go on a customer service course.

Today was the first day Wales allowed eating indoors and we were looking forward to a meal. Everything appeared excellent on our arrival, track and trace details were taken and we were shown to our table. The menus was reasonable and apparently all home cooked, which was a good sign. Initially we wanted something small but decided to have a larger late lunch and cut back on dinner at home in the evening. We chose Steak and ale pie, and Lasagne. When the meals were delivered to the table they looked well presented albeit the steak pie was enormous which was slightly off putting. The chips looked big and had a great colour, however, the taste was VERY odd. I didn't finish mine and my wife couldn't eat hers at all. The steak pie's filling was very dense and the gravy was also very thick in consistency. We were waiting for the waitress Claire to revisit the table once we had started but that never happened. On completion we waited again for attendance at the table to enquire about deserts but sadly that never happened either, so the chance of ordering a desert was not an option for us. On leaving the restaurant we did mention out observations to the chef and bar staff but they all down played our points and mentioned that the chips were a different make and that they'd review other customers comments. This restaurant is within the Caerphilly Garden Centre, the setting is quite nice, we were expecting something a lot better than what we received on all counts. Clare was very pleasant, the restaurant was clean and tidy. Apart from my wife and myself there was one other table being occupied by two people, so there was no pressure on any of the staff to contend with. I'm sorry to leave this poor review but even now, some 3 hours later the after taste of the chips remain. Not good on this occasion, sadly we won't be back to verify this review. Sorry.