Yahui Huang •
23 Aug 2014 • 1 review • 0 follower
if first impression is anything to go by, i think it says a lot.
when we arrived at the restaurant, there were quite a few tables available but they were all dirty and the plates were not cleared.
we thought this is a self-service restaurant but apparently it's not since my bf went to the counter to order and was told to take a seat without having to pay.
turned out that they were just super severely understaffed.
then the nightmare began.
it took like...i don't know 15? 20? or maybe forever for our drinks to arrive. we ordered tea and i thought maybe it takes some efforts to make them. NO. my bf went to ask about the drinks and they came almost right after. it was just a pot of hot water with the tea bag. we even had to dunk the tea bag in ourselves.
then, our shibuya toast took longer than what's probably forever to arrive. was it like 1 hour? probably. i wasn't that pissed initially until the table beside us asked about their food and got theirs...before ours. for info, they came quite a while after us. that really killed it. my bf went to the counter and asked about our item. turned out the pan was used for pancakes so they couldn't make our toast. O, so you can serve pancakes to someone who ordered much much much later than us and don't have to serve us in sequence?
i was so mad i didn't even want to consume the shibuya toast at all. it was certainly a nice touch to have the waitress explain to me that she's just here to serve us our food so she cannot answer to my unhappiness regarding the horribly slow service. nice one there.
o, and they offer ice water which we can help ourselves to. but, first, there were no cups. and then there were cups, but no water. the waitress has taken the flask to the counter and never placed it back at where the cups are.
first and last try.
The management of The Loft Pancakes & Waffles responded to this review:
03 Feb 2015
Thank you for your frank and honest feedback.
Please accept our sincere apologies for this very negative experience at the Loft cafe. A one hour wait for your Shibuya toast was clearly unacceptable, and the person serving you that day was clearly ill prepared to answer your query.
The sorry situation was likely caused by a sudden shortage of staff on the day.
Nonetheless, it's no excuse for the very poor experience that you and your boyfriend had that day.
One of our goals at the Loft is to win over customers to become friends. We do hope that you will give us an opportunity to make it up to you - and hopefully win you over. Pleas drop an email to firstname.lastname@example.org and we will make arrangements to host you properly at our cafe.
The Loft Group Management Team
P.s. Sorry for the very late response to this review. We are just getting the hang of this social media thingy ☺️