Waitrose Cafe in Cheltenham

Service is invariably lacking! Usually down to training or lack of it. This time problem using the card machine until someone with greater knowledge stepped in.

You have to queue to order/pay next to a pastry table......you then have to join another queue, blocking the walkway to the hot food counter where orders are served with everyone breathing over the food . They call your name when the drink is ready - my coffee was barely tepid. You can get a good coffee with table service for the same price in town . Awful.

£8.15 for a small flat white coffee and a bacon roll. Had to wait ages for the food. Bacon was overcooked and hard. Would not recommend.

I usually give positive reviews, but not this time. I arrived at about 3.45pm on a weekday afternoon. I wanted a hot snack, e.g. a toastie. The toasties were in the self-service area, so I took one to the member of staff but was told they were not able to heat it up. I asked about the soup, which was still on offer according to an advertising sign on the counter. I was told, "We aren't doing anything hot now." So I decided not to bother. And I probably won't go back to that cafe again.

The food is okay but the service is awful. Staff weren’t aware what menu they were using and so kept taking orders that had to be cancelled. New member of staff working on the tills who admitted ja hadn’t been given any training and was unsupported. Lots of items missing off the menu….which I don’t understand as it’s based in s supermarket. One member of staff was very rude.

What a disaster the redesigned cafe is at this store. Obviously designed by aLondon bod who never had to queue for a cup of coffee. There is no flow to it, an island of cakes and then stand holding your tray in a queue to pay, the server then asks your name to put on the paper slip to pass over to the girls making the coffee. Any one who is not very nimble had a walking stick or other disability would struggle to get to the so called pay point. Then wait round the corner ( another queue) to get your coffee. I used to run a cafe and If it wasn’t so sad it would be laughable. The coffee when you get it is good and so was the cake. But won’t be going again to stand holding a tray just to get a coffee.

Rubbish options and v expensive. Fir veggies, scrabbled egg muffin. Not even as large as McDonald's and no cheese. Can't even have the sourdough with avocado now as it has bacon with it. £3.65 for a mocha? The whole place is chaotic and a rip off.

The food looked very nice, but unfortunately I was unable to have any of it as they were not serving hot food, not even toasties. As there was a limited selection of sandwiches available, I left. It is a shame that these very limited opening times are not displayed anywhere, yet the hot food that you cannot order is advertised and on the electronic menu despite being unavailable.

Ordered warm chicken Caesar salad . The chicken was clearly a pack of pre-cooked chicken thrown in the microwave, it was hard and inedible. The croutons - similar. At least they couldn’t spoil the salad . I would have complained but this was a meeting with a bereaved friend so it was not the place. Expect far better for the name and the price

The cafe has a large number of scones, cakes and pastries which look delicious. Unfortunately, there are none suitable for vegans, or people with milk/egg allergies. I have complained to Waitrose about this but nothing has changed. Very disappointing with the climate crisis happening now that Waitrose are so behind on this. So if you are in Cheltenham going for a morning coffee, I would suggest you go elsewhere - e.g. the Scandinavian Coffee Pod.

Had two lots of coffee (twice) and both times there was confusion as to what was ordered and what belonged to who. Absolute chaos. Also ordered the vegetarian breakfast. It is nice to see that vegetarians are catered for so, thank you for that. But, the amount that arrived, rather meagre. Nicely presented and tasted nice but not a lot of it. Also, no option given for brown or white bread preference. I noticed on the menu board that the veggie breakfast was some 540 calories and the meat version, 1000+. Ok, if you're on a diet then it good to be given the option. However, if you are not then why is it assumed that vegetarians do not need to eat as much. Had I been cycling through here and stopped for a breakfast then I'd be wanting as many calories as possible. Sure,I could have purchased two but, at twice the already expensive price? I don't think so. The coffee and pastries were nice. The setting and layout of tables and decor seem to have been improved in recent times. It has a nice ambience to the place.

As a top end cafe/retailer someone needs to re-train the care staff. The manager/ess did not seem to have a clue, she walked around not noticing that staff were just stood doing not a lot, when the cutlery could have been fiiled as it was empty, I used a fork to stir my coffee, the sugars were also empty which again we ended up having to ask for some. Having worked in this kind of place for many years, there seems a lack of leadership, or just commom sense to be honest, I hate to be negative, but there are plenty of staff in the cafe, but not being put to good use. No wonder the other reviews are all negative. Please allocate one person for each area/task and they can then keep on top of little things to stop us customers having to get up to ask for stuff, the other negative, you have to queue for hot food and sandwiches, on one side then queue again for drinks, which means your food soon gets cold before you pay for it, queueing again....it all seems a bit muddles, especailly for such a company such as yourselves. One more thing, the ladies toilets need constant cleaning they were not pleasant at all.

Yesterday my husband and I went into the cafe before shopping in the store. We ordered some food and hot drinks. Although quiet most of the tables near the windows were occupied. Many of the empty tables had used crockery on them. I cleared the contents of one table onto a tray. Despite Covid still being a problem there was no sign of cleaning materials and I had to wipe the table's surface with a napkin. My husband came across with food but no drinks, there was a bit of a build-up with orders. Whilst we ate I kept glancing across at the serving area, someone was cleaning a machine but there was no sign of our drinks. when he'd finished eating my husband went across and after a discussion returned with the drinks. As we left three members of staff appeared to clear tables, having just returned from their lunch, probably provided in cleaner conditions than ours. My fish finger wrap was okay but not as warm as I expected, similarly, my hot chocolate was on the luke-warm side.

We have been waiting over 30 minutes for a simple order. The place is less than a quarter full and I am not surprised. Never again.

Having read a few negative reviews I thought “how bad can it be”. Wow, what a miserable old boot taking orders at the cafe! Every simple request was met with no, or that’s not possible, we don’t do that, it’s too late now, etc. I ordered poached eggs while my friend was told they don’t do them, I showed my loyalty card and was told I should have shown it before I ordered, my friend asked for no mushroom on his breakfast and was told he should just have them and not eat them even tho every meal is cooked to order. You’re in the wrong job missus, Especially as staff at Waitrose are supposed to be partners!

My wife and I have always been great fans and supporters of Waitrose stores. I would go so far as to say that John Lewis and Waitrose are two of my favourite stores. Whenever we shopped at Waitrose pre refit, we always enjoyed either a light meal or a snack but since the refurbishment of the store, the 'Waite & Rose' eating area is absolutely superb; it is as good as most restaurants and the service and food quality is second-to-none! We just love to dine there and I cannot recommend it highly enough!

Pedimos una taza de té al final de la tarde. No habíamos visitado desde la renovación y el diseño nos pareció más agradable, ya que había cierta intimidad de la que carecía el viejo diseño abierto.Eso fue prácticamente todo lo positivo.El bollo que tuve fue duro y poco apetitoso: ¿cuándo aprenderán a mantenerlos cubiertos? Ni siquiera la mermelada orgánica Duchy y un poco de crema coagulada podrían hacerlo agradable. El té era bueno, lástima que poco más.

Following the re-fit the cafe is nicely laid out and generally a nice place to visit. However, should you want to remain in your seat for a prolonged period (especially on a Saturday), then go elsewhere. We normally order some drinks...but as soon as our tray had been cleared away and we remained doing some work, we were asked to move to free seats up for paying customers! Not welcoming at all - in future do not let them clear your tray.

I live in Chelt and would occasionally use the cafe. Since the revamp I think the cafe has gone back a millennia. The food is no better or worse. The service is appalling. The buzzer / hatch collection system is like a cheap fast food restaurant! Not recommended.

Been away from Cheltenham for some time and back this weekend what have they done to Waitrose it was a fantastic one stop shop and now clearly designed by Tesco bland is and all the feeling of space and light had gone. As well as food we wanted bedding but now you have to fight the traffic and trek into the centre. Cafe poor, scales not working and staff chatting to selves but one admitted things were but working well.

Poor, slow service, gormless teenaged staff not sufficiently trained. But to add insult to injury the floor is filthy and unswept.

Well what can I say. What happened to the old cafe, the new one is poor. The staff are untrained, don't even know what fruit tea is let alone which flavours are on offer. There is food and cutlery all over the floor and when they came to sweep it up - it is still stuck to the floor - see picture!! It's absolutely chaotic and not worth a visit. Please train your staff in basic customer service and cleanliness. Not what id come to expect from Waitrose. Poor poor visit.

We popped in for lunch on the way home. The decor is bright and welcoming following a recent major refurbishment, but the tables are quite close together meaning that care must be taken when carrying food from the serving hatch. The staff, as is usually the case with John Lewis / Waitrose establishments, were very helpful and friendly. Not wanting a cooked meal, we were very disappointed in the very limited choice of cold snacks and sandwiches available, but the food itself was tasty and well presented. If you need a snack / small meal while shopping in Waitrose then this cafe is easily accessible, but not somewhere to go for a meal while out shopping in general in Cheltenham

Dry, bland food with uninspired service and complete lack of attention to detail. Overstaffed by a collection of equally clueless, patronising employees who seem to spend more time gossiping than working! Utter shame. 3rd time lucky? Wrong, they still haven't got a drinks order right!

I used to pop into Waitrose cafe a lot but avoided from now on. It looks good but table as just 4 inches apart, you find a table then your buzzer calls you back to collect your food so you leave your drink on the table and find the drink is gone when you get back!Worse still the food was TERRIBLE.no seasoning, no taste, undercooked. What a shambles!

For those of you who shopped at Waitrose before the refurb, you will remember the comfortable and familiar feeling of the complete home shop experience. It was not only a place to buy groceries but you could pretty much acquire all you needed to make a home. It was great for all from the old to the young. That has all ended! You will now need to trug into town and walk miles around John Lewis for that one item that was easily accessible at Waitrose before the changers. It’s lost it’s appeal for me. And whilst I applaud any attempt to reduce packaging etc, carbon footprints are not going to be improved by customers having to drive further for a pillowcase. This store in Cheltenham has completely lost its charm. I will definitely only use it now if absolutely pushed.

After a bruising encounter with a traditional café in Holsworthy, and still in need of tea, decaff coffee and a bite to eat, we retreated to the local Waitrose. We found a good assortment of food on offer, and a cheerfully helpful young man taking orders. Nothing was a problem, and the food and drinks were pleasantly served at our table by the same young man.

Bought a wrap in the cafe tfor a quick lunch, and was very disappointed. The big air-gap between the reconstituted chicken pieces, coated in greasy breadcrumbs, caused wrap to fall apart and it was tasteless. The humus was scraped off, rather than spead on the inside of the soggy wrap. Hardly any chicken,( like eating leftovers). To make it worse they gave me a 'beeper' and told me to go to the counter when it beeped, meaning I could lose my seat, and also felt very impersona.

My almond croissant was dry and frankly inedible. The cafe was very cold and unwelcoming so all in all, not inspired with my visit.

Visited the newly refurbished store today and I found the layout a little confusing,staff unhelpful and pricing errors. Staff not knowing where customers can find items.

Badly designed,inefficient & unwelcoming. Unless you are desperate go somewhere else as you will not have a pleasant time here.

Popped into the café for coffee and cake whilst picking up a few bits of shopping. The area itself is of a usual mould and could probably do with updating somewhat. The food and drink selection was perfectly adequate and those that we had were hot and the cakes tasty. The service was pleasant with an efficient team ensuring tables were clean and empty. If you feel the need for a pitstop whilst in Waitrose I wouldn't tell you to avoid it.

I have complained on numerous occasions about the filthy state of the toilets but have been ignored and dismissed. The Waitrose’s in Malvern and Cirencester are the same design and are always spotless. Cheltenham Waitrose obviously have not care for their customers. I do wonder that because the toilets are so filthy what does the kitchen look like :(

Went into John Lewis in Cheltenham with my wife to buy a bottle of perfume for her birthday, having chosen the one she wanted I went to the counterto pay, I stood at the counter where the girl on the till was chatting to another girl and a young man, all of whom totally ignored me never spoke or engaged in any conversation with me at all, not only that she didn't even look up at just reached for the bottle of perfume, at this point I picked up this £60 bottle and asked if she'd like to speak to me about my purchase, not a word, it turns out the young man was supposed to be the duty manager so I asked him to get his manager, I had a few choice words with him about his staffs lack of customer relations, needless to say I didn't buy the item ad suggested he should arrange some staff training, would I go back, definitely not, nor could I recommend it to anyone else, I've only given 1 star because you have to on the review

You have to queue to enter unless you enter via the rear door or via the washing machine area! Food is ok however they are still learning! Twice ordered green tea and given breakfast tea!

easy place to meet. Had coffee and cola and bacon bap.. The hot drinks where cold and the food was just ok...

Pleasant enough cafe in the typical mould. Prices are reasonable and service was pretty efficient, although it was quite quiet when we were there.

Have been in here a few times for a coffee and a cake. Both absolutely delicious and worth popping in for. It's great that they have just introduced coconut milk into the coffees too - an excellent alternative to cow's milk.

We got a cappuccino here on a couple of occasions and both times the cup hasn't been full enough. When my partner asked to fill the cup properly he was told he would have to buy another one. He had to call the manager over and the staff member was told to give a full cup and apologise. He did this like a stroppy teenager.

Had time to kill had bought fuel for car so went for a shop and drink.. The service is not the quickest one till closed and staff talking.. when service started bacon roll ( not as good as lay-by cafe's.) Coffee ok went outside ok but not Waitrose fault noise from building site .. But did fill in some time..

Visited for a quick lunch on Sunday, 24/6. Menu listed c. 6 hot dishes however we were informed there was only 1! If you don’t like Thai curry then hard lines! Service was poor too!

Met son for something to eat. ordered bacon roll and sauage roll, the bacon had been there for a long time but was not to bad, the sauage where not good. The staff are just about OK, but they did not have some of the bread and at 2,00pm all should be there to eat.. The coffee was OK but the tea was weak just one tea bag. Do think I will eat there again, but may be a coffee...

Am an occasional visitor and local. This cafe is convenient and that's about it really. Always very busy. Many customers have their 'free' coffee and occupy tables for long periods of time making it difficult for others to find somewhere to sit. Poor selection of food items in my view. Inadequate toilet facilities given the size of the store as a whole. Staff try hard to please, but always seem under huge pressure to cope with the demand.

This branch is a fair walk from the main shopping area of this over-rated town. One has to walk down the main street to the scruffier end of it, then turn left and walk about two hundred yards to find it.

Been many times so needs sorting out for payment. Both tills make coffee but if you only want to pay & don’t need coffee you have to wait in the queue whilst your staff member glowers at you and makes everyone else’s coffees. Even the other people in the queue could see I had a bottled drink & salad and said to just pay - but staff member carried on regardless. I won’t be popping in for lunch again. Clearly it’s a coffee shop first and coffee customers come high on priority.

Cafe always very chaotic and hectic - I think due to layout. Selection of cakes is far too limited as they are all the most sickly sweet overly sugary looking things - no such thing as halfway! I don’t dare have any, and end up with a boring cookie. Why not have some less sweet options like for those who can’t have tons of sugar?! Hot food very uninspiring - I truly miss the Malvern Waitrose as it was far better decorated and better service. The Cheltenham cafe furniture looks like a hospital canteen - which is awful considering it’s Cheltenham after all!

Visited today with hubby (not locals).

Called here on way back to Upton from Gloucester to do some shopping and have some refreshment. What a let down. Waited 15 minutes for help in the wine shop, store haphazard layout. Grumpy woman on till who wanted to get home. Gave us paper cups for coffee, went to cafe, absolute chaos, huge slow queue, tables not cleared, left and went to small cake and coffee section, was given a lecture by assistant there that if we wanted cream on the side we should have gone to the main cafe, how are we supposed to know, is it impossible to keep a pot of cream there with the milk! Opted instead for latte which was tasteless and watery and we left it. Why do they hand out these paper cups, why not give tokens and exchange for proper cups. Whole process seems so complicated now. We are used to the marvellous Waitrose in Worcester where service is excellent, wine and tapas bar, cake and coffee section and usual cafe and sushi bar. All staff helpful and pleasant, suggest people of this area try it and see the difference. Will not be returning to Cheltenham store.

Welcoming and comfortable environment. Good selection of food. Coffee would rate with any of the best mainstream coffee shops. Cleaned regularly but missed the floors.

This cafe is manic! The queues too long, the noise deafening and the service slow. The table was dirty and I couldn't wait to get out! Don't think I will be stopping off again anytime soon......

By far the best supermarket cafe for miles around. Excellent value if you have a my waitrose card. Wide selection of cakes, sandwiches and some hot food. The staff are unfailingly polite no matter how busy they are. The cafe provides an welcome venue for meeting with friends after shopping and a bite to eat before heading home.

Always overcrowded and incredibly slow. What was hot when you picked it up is cold when you pay and sit down to eat. What was fresh is likely to be stale! There's been no investment in improving Waitrose or its cafe for so long it's beginning to feel like a very poor relation indeed.

After a shop I fancied a cup of coffee and there was a large delightful coffee shop in store. A wide selection of cakes, sandwiches and a selection of hot food were available. Ideal for a cuppa and a cake or a wholesome lunch. Plenty of seating spaces and a trolley park for your shopping. Smart and helpful staff. Good toilets.

This is a good place to meet big car park. The coffee is good and the food always fits the the time of the time you go. Steak sam-wich was good . It has every thing you need for a quick break......

Not impressed by the Waitrose cafe. Space is poorly used so tables are too cramped. It's very noisy. Service is very slow usually because they don't open both tills enough when it's busy. Few hot food options. Cakes are the best bit.

Since the advent of the free coffees I think the food and service has gone downhill. It's okay but that's all, everything is pretty average. Always very busy due to free coffee but a bit disappointing really.

Great place to stop and how a cuppa and cake, breakfast or like my daughter and I did stop and have lunch. Also busy, good atmosphere about the place. Food is good and some items on the high side but generally good value. Main positive is the quality is very good.

Clean and pleasant however the hot food - e.g bacon rolls or cumberland sausage, were cold to say the least and the staff did not offer an alternative to sold out items, just "none left" - bet you could see them in the shelf in the oven behind the counter through its glass door. I have eaten there often (mostly cold foods) and never really felt it merits any recommendation - sorry Waitrose (. Coffee on this occasion was also a little under temperature. Why do i go there? well ease of access , my friend is in a wheelchair. However it is also very cold in the area, aircon seems always on "chill" setting. However i still adore waitrose (shop) but the cafe is not adored by this consumer.

This is a fast food operation, we visited on a Sunday, and the selection was limited, due to food options running out. The tables were stacked with previous occupants empty crockery and cutlery.

Stopped for a bite with my youngest aged 3. We had a lovely time, he chose a children's lunch box and apple juice. We had a lovely chat. Food good and service. Thank you.

Confusing rules over where you can drink your free tea and coffee.For the last 2 years we have had our free tea /coffee and if a nice day sat outside at the tables at waitrose cafe.No more you have to buy a product from the cafe .I bought a cake from the back of the store paid extra to eat in and told couldn't eat outside had to be at back of store.Not allowed to drink free drink at back of store if you don't purchase from the cake counter .Only place to drink free is at the front of the store.

Busy place - it is a supermarket, good parking, lots of it. Service was OK, Payment and hot drinks being done together is inefficient but waiting 5 mins only for cup of tea by which time the cream tea arrived and was put on my tray with a smile. It was lunchtime. Bill was less than a fiver so a bargain. Area outside is pleasant with running water, although a bit to concrete for my liking.

Perfect place to grab a coffee on Sunday morning. Unbelievably slow service but the coffee and cakes (just about) make up for it

Great service as was very busy my sons both enjoyed the baby chinos and it was great value for money

Saturday morning shopping and also getting car cleaned. Popped in for coffee and Danish plus a read of the paper before heading around the store. All good and a lovely sunny morning.

It was half term so I can forgive them for being busy, but previous times when we haven't had the available hands to carry trays, they've helped us out.

Went with wife she shopped I had a Coke. If there are more than 1 person in the line it seems to last for ever. But that to one side it is a good place I think for Yuppy mummy's to stop would good again....

My wife and I have been using the Main Cafe at Waitrose Cheltenham for twenty years. They used to serve a half decent curry or italian hot course. We've noticed that it's degraded in the last year. We can't understand why:

There are three places inside the store for a quick cuppa: the restaurant, by the front door and a coffee station inside. This is about the latter which is less busy than the front door which suffers by being full of people getting free coffee on their MyWaitrose card, whereas at the inside station the coffee is only free for MyWaitrose cardholders who also buy a cake! Suits me. Considering this is a supermarket they have a good selection of fresh cakes and good coffee - just the job!

We sometimes have coffee or lunch at this café when we visit Cheltenham as it is half way from town to where we park the car.

I frequent the café fairly regularly and on the whole it's an enjoyable experience. By far the best Waitrose café in Gloucestershire. Sure, it gets busy, but what do you expect when most people are there for their free tea or coffee!? Reasonable selection of food and snacks, and the staff are always helpful and friendly.

Once you get over the smell of the Gents loo, you then stand in a queue of 20 odd people who are at the counter waiting to be served - it is chaos. We ordered 2 breakfast rolls on white bread and got brown. Cutlery trays were empty, no sauces and once you eventually get served the next test of your patience is to find a table that is not laden with the previous occupants dirty china. All in all what should be a nice relaxing experience turns out to be anything but.

You can't beat a café 200mtrs from your front door that treats you as well as Waitrose. Take out a 'My Waitrose' card online and free coffee is yours. What's better than that ?

Easy to park and not expensive but always busy, always huge queues because staff are very slow on the tills. Need more staff on the floor as always dirty tables and used cups and plates on tables. Also always seems to be very hot in there. Go there for convenience rather than experience.

Good for coffee. Meet my son and grandson they are family friendly.Has baby chairs and it is clean coffee and cakes are ok .Also they have a big car park which is a big plus. And after coffee you can shop or the other way round..

We visited the large Waitrose in Great Malvern. Sadly the cafe was not as good as our local one. The tables were not cleared enough, so some people had to do it themelves in order to sit down. However the coffee was good as usual. The room itself was nice and clean and not noisy, so that was a bonus.

Free coffee with the card has all but gone. The tables are full of dirty cups etc and the staff don't seem to care. You wait ages and the coffee's Luke warm.

I still like it but seems to have gone down hill a bit - food and service. On the food side - pretty much cake and bread. I'd prefer more salad and variety. On the device side much slower and less attentive. So so really.

We went there for a quick bite last week, assumed it was a bad day, how wrong could we have been!

We have enjoyed a number of Waitress cafes, and all are characterised by charming, slightly overworked staff, who take their time to make your coffee just the way you want it, even if you're getting it free with your My Waitress card!

Britain's premier supermarket in Cheltenham simply doesn't care about the Café it provides as a 'Customer Facility'.