Balcon Café

Thank you for taking the time to share your feedback. We are very sorry to hear that your experience did not meet the standards we aim to provide at our café. We would like to sincerely apologise for the delays in service and for the way the situation was handled on the day of your visit. While we understand that our staff member’s reaction was unacceptable, we would also like to provide some context regarding the circumstances that day. We were experiencing an unusually busy service with a limited front-of-house team, alongside unexpected issues in the kitchen which unfortunately caused delays with food preparation. The customer mentioned in your review is a regular visitor, and during this particular visit there were several changes and additions made to the order after it had been placed. As we operate on a first come, first served system, this can sometimes affect waiting times during busy periods. However, we fully acknowledge that this should have been communicated calmly and professionally at all times. We would also like to make it absolutely clear that the interaction was in no way influenced by gender. We respect and welcome all customers equally, and we are committed to maintaining a friendly and inclusive environment for everyone who visits our café. We are genuinely sorry that this experience left a negative impression and made other customers uncomfortable. Your feedback has been taken seriously, and we will use it as an opportunity to improve both our communication and customer service moving forward. We truly value all of our customers and hope that, in time, you may consider visiting us again so we can provide you with the positive experience we strive for. Thank you again for your feedback.