Ole & Steen Avis 

The service in their Strand branch is really bad, one of the staff was so rude & lacking manners, i ordered some pastry which had some obvious dirt when some of the staff at the desk were helping me try to figure out what it was, the person who gave it to me was gasliting, dismissive & had a weird smirk.When i asked for the pastry that( i havent even touched at the desk) to be replaced she just snatched the plate from my hand in a terrible way, it is a the worst experience i have had in a café, where instead of apologies for serving me dirty food i was treated this way.. i don't recommend this place at all

Best coffee prepared by the lovely staff .
Friendly atmosphere and great bread too !
Always welcomed with the smile .

Always a friendly reception at Northcote Road SW11 branch, and their toasties are cracking

I visited the Westfield branch and decided to buy a chia rye bread. I noticed there was a 50% discount for members. When I reached the counter, I asked the male staff member (bald) if the bread was included in the promotion. He told me I needed a QR code, so I said I would quickly register for membership and come back. He then said the bread was not included in the discount. I replied that it was fine and that I would just buy it anyway.
At that point, he smirked and laughed sarcastically. I asked him what was funny, and he suddenly shouted at me, asking why he wasn’t allowed to laugh. I found this behavior extremely rude and unprofessional. This kind of attitude shows a lack of basic customer service skills and made my experience very unpleasant. I will never visit this place again!

I’ve been a regular Ole & Steen customer for several years, but my recent experience has been extremely disappointing.

I raised multiple complaints in September. One minor issue was resolved quickly, but a more serious complaint about misleading promotions, repeated sold-out stock, and a faulty app payment process has never been resolved, despite months of follow-up emails.

I was repeatedly encouraged to use Click & Collect, only for the app to fail due to payment issues that were not clearly disclosed. This led to wasted journeys and frustration. Communication from customer support was confused, slow, and often irrelevant, with long periods of no response at all.

Ole & Steen also appears to have removed itself from Resolver and uses feedback forms that don’t clearly invite follow-up, which makes escalation difficult.

The food can be good, but the customer service and complaints handling are very poor for a brand positioning itself as premium. I would think carefully before relying on their app or promotions.

Went for coffee and pasties in the Richmond, London store. Never again!
The person who was serving was rude and after taking the order conversed with a fellow assistant before getting the order. Had to request a tray that was dirty anyway, and then milk for the breakfast tea. The tea pot was dirty and had to request for the table to be cleaned. The seats were also covered in crumbs. It wasn't that busy either. Complained to the company and they promised a free coffee if I produced my recipt which I hadn't bothered to get or even keep. So all in all pretty useless and it's not cheap at this bakery!

Used to love the branch just off Piccadilly and would rave about it to my wife but at either the Kingston or White City branch we’ve both had bad experiences.

Most recent was the chemical taste of coffee at the White City branch and there was also a thick layer of dust on the wall behind us, literally clinging to the wall. My initial thought was poor franchisees, but they don’t offer this, so it is all down to the head office.

Such a shame as it all seems like a lovely place just badly run and bad hires.

Last time I go to the Kingston cafe…the pastries are great, but the coffee is dreadful…which I don’t get. As other reviewers say, service is also a bit iffy. Shame as you expect better from this brand and for the prices.

We are regular customers of Ole and Steen Richmond
On 26 October 2025 my credit card was overcharged by them. I discovered it when I received my statement.
I wrote to Ole and Steen via their website but have received no response.
Ole and Steen place their card machine low down. The shop is not well lit. One relies on their staff to charge the correct amount before one taps one's card.
Be careful.

Poor quality food, filthy branches, head office ignore complaints. Avoid this chain like the plague as they are extremely poor.

Attempting to order bread via their App. in order to reserve and collect later today. I have managed this easily for the past couple of years. But oh my days what a phaff this has been last night and today. Probably over an hour of my life I'll never get back. Dreadful. Sadly I will not be trying again.

I ordered Copenhagen Sourdough via my app four times recently and when I’ve arrived to collect the bread the staff informed that there’s none left.
Bit frustrating as I do a four mile round trip
The staff don’t really ex-lain the reason the order is not there. Some just say they sold it

Helt ærligt, dårlig app! Ikke nok med, at de træk 326 dollars i stedet for kr. på appen, men den er generel bare en rodebutik at finde rundt i og føles som om den ikke fungere til danske bruger.

Virkelig underligt det hele! Og nej, det ikke fordi jeg har lavet en uheldig fejl eller upser. Der står vitterligt kvittering for, at beløbet er trukket i danske kroner på deres app, og da jeg købte den via Apple Pay, så viste den også DANSKE KRONER. Men nej, 326 dollars havde de trukket. 2.144 kr fra mit kort her mandag morgen. Vidunderlig start på ugen, virkelig mandag på en mandag smh.

Richmond branch.
I Ordered my 4 coffees and 2 cream cakes served on a plate.to have in store.
Only to be given my drinks in paper cups, which we really don't like..
I pointed this out to the girls who started to take them back ,but another girl looked at the order and said I ordered and payed for take away.
She then informed me I could have them or pay more to drink in. I pointed out that I had asked to have in hence the cakes served on a plate. Unless they allow you to walk out with the cakes on the plates.
I accept mistakes are made but the way they dismissed my explanation was both very rude and unprofessional.
I have the app and use this company regularly in windsor.
The service i received today was appalling and not the standard I expect from Ole and steen. I will go elsewhere in Richmond in future.

My experience was amazing. Very dedicated and professional members at Ole and Steen. Special thank you to Samriddhi Singh. She is brilliant at her job, very attentive and highly professional.

Shocking customer service, staff untrained, being told all cups are dirty so you will have to have papercup! At £5 per drink. Head Office dont respond to complaints.

Enzo in Oxford circus branch was amazing and he is absolutely kind and great customer service and I really had great feeling he took care of all customers.
Thanks Enzo

Zara

Went into the Kingston branch of this company the place is an actual joke waited 15 minutes when they was hardly anyone there the service is slow over priced and terrible serving staff first time there today and the last will not be going back

Lovely service as always especially Vlad and Toni. I come here every day, it's friendly and relaxing and the food is delicious

We go to the store on the Strand every day that we are in the office - the staff are all so friendly, & always nice & very helpful.
Great experience today with Aimee & Oleg (? i think!) - thank you both so much for your care & kindness - I was already having a rough morning & am so grateful the situation was handled as efficiently & pleasantly as it was! thank you all! xx