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“Beautifful setting but horrible customer service”
Review of The Wallace

The Wallace
Ranked #5,301 of 25,043 Restaurants in London
Cuisines: French
More restaurant details
Restaurant details
Good for: Special occasions, Romantic
Dining options: Breakfast, Reservations
Neighborhood: Marylebone
Description: Flooded with natural light, dotted with trees and sculptures, The Wallace restaurant offers al fresco dining indoors. Dine under the stars on our sumptuous evening menu, offering the very best in modern-French cuisine and made from the finest British produce. Enjoy an Afternoon Tea of delicate finger sandwiches, homemade scones, Cornish clotted cream, Peyton & Byrne preserves and a delicious medley of cakes. Located at the heart of the esteemed Wallace Collection, this restaurant is a perfect, pink oasis away from London's hustle and bustle.
Reviewed 4 April 2018 via mobile

Horrible customer service. I tried to order from the counter was told to sit down as they have table service then waited while people who arrived after me were served... So then went back to the counter. The waitress who had seen me waiting at the table rolled her eyes and was rude, did not even look at me when she took my order not even apologetic as there 7 staff on and and 16 tables being used(most had been there a long time). I was served a horrible macciato. Next time I bring my own food as the girl beside me was waiting the whole time for table service.....and after 15 mins...left. .so plenty of time to eat my sandwich.

1  Thank gena D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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22 - 26 of 506 reviews

Reviewed 4 April 2018

This was my first visit to the Wallace Collection's cafe in a couple of years and the first time I've been during a busy time - early afternoon on a bank holiday. It was very enjoyable overall.

The restaurant/cafe is split down the middle. The more formal restaurant in on the right and the cafe, more for casual cakes/coffee/snacks, is on the left, although it's not immediately obvious when entering from the galleries, especially if it is busy.

This creates confusion if there is a queue to get in: it backs up and becomes unclear whether the line is for the cafe, the restaurant or both. It's also unclear at first whether or not it's table service as there is no obvious sign, or whether you still have to join a potentially long line at the back even if you have a reservation for the restaurant.

Once we were seated we got good, professional service as our orders were taken. The setting is beautiful and makes for an elegant, relaxing place, free of any garish piped music. However, on this occasion, when the food arrived and I politely pointed out an error in what we'd been brought, the reaction was stroppy. "What?" the server asked, before summoning a colleague and wordlessly directing me to explain again. The colleague confirmed I was correct and the server raised an eyebrow and departed without another word. Not very professional.

We had afternoon tea which was just about appropriate value at about £12 each for four slices of sandwiches and a suitably large, soft scone with clotted cream and jam and a hot drink.

We had to wait a few minutes before succeeding in our efforts to get a server to notice us so that we could ask for the bill but aside from that everything was fine and it was a pleasant way to round off a stroll around the impressive galleries.

The only other minor point for improvement is evident when viewing the restaurant from the rooms above: the very top of the industrial cabinets/units at the kitchen area are visibly grimy and very dusty.

This wasn't the cafe's finest hour but it was still enjoyable and I will be back.

    • Value
    • Service
    • Food
Thank NoviceoftheBayne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 2 April 2018 via mobile

We came for an afternoon tea and the food was lovely. Really tasty scones! The service however was very slow and the front of house staff waitress was quite unfriendly which did put us off unfortunately. It is however a cute courtyard and would be nice for a scone break while looking round the Wallace collection.

Thank ACHL3009
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 6 March 2018 via mobile

Love it! Great venue, great ambience, great display.. secret hidden .. a diamond find.

Browse, wander, lunch ..

Thank Keera S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 5 March 2018 via mobile

Nothing was fresh, tiny sandwiches were served. When we asked for more they said we would have to pay an additional charge.
The best thing was the fruit scone. Cakes were soggy and lacked variety.
No re fills on tea or water! We left feeling hungry and thirsty! We just wanted to get out in the end as we felt the service was so poor and we couldn’t even get a glass of water. They charged service charge on the bill which we refused to pay and swiftly left. All in all, a very over priced, average Afternoon Tea in a nice building. Also lacks atmosphere and it seems like a canteen which is a shame due to the beautiful setting.

Thank Alexandra B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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