Forum Topic

Lavelli - poor service

My partner walked in, ordered and paid for a cake on Saturday from Lavelli's to be delivered on Monday. He arranged for it to be dropped off at the business next door to Lavelli's for a birthday (as he would be out of London). Both staff agreed this was fine but on Sunday night he got a call and a text saying it would cost £15 to deliver it.  This is £15 on top of a £22 10 inch strawberry tart to be handed in next door. He left a voicemail and replied to the text explaining it was actually the business NEXT DOOR to Lavelli's in Acton and had been assured it was fine, but got no reply.On Monday he called again to try and confirm it was happening but was told they were understaffed and could not deliver such an item that day. Thanks Lavelli's. Pretty poor show considering we spend a small fortune on sandwiches and cakes for meetings with you, all you had to do was walk 4 meters and hand it in....We won't be back.....

Zoe Archer ● 4053d16 Comments

Never mind Lavelli, Basil Fawlty seems to be running the café in the Park.....

Anne Brown ● 4039d

It definitely sounds like poor communication with a very unfortunate outcome.  I'm a newcomer to the area and I've been eating lunch there for the last week.  Everybody seems perfectly pleasant.  Over the days there seems to have been quite a few staff - I can imagine it was not passed on properly and understood by whomever was working the next day.  Hopefully they will put a system in place to avoid this in future.

Keith Dowling ● 4039d

I would rather it didn't close as they have nice products but they clearly need to improve their customer service. You cannot just sit back and let surly staff ruin your business.

Nigel Ryan ● 4039d

Well I was in there today and they were lovely. Please don't put people off going there, or it will close. And I love their croissants!

Chris Hurley ● 4040d

I have to agree, the couple of times I've been in there the staff were miserable and unhelpful.

Nigel Ryan ● 4040d

Call me cynical, but Lavelli didn't apologise when the problem first happened - it was only when she posted a public message on the Forum!

Anne Brown ● 4048d

I find the staff very rude. Went in there once and will never go again.

Yara Alkhamis ● 4049d

I use Lavelli's quite often and have always found them very pleasant.  Obviously there was some sort of breakdown of communication or misunderstanding which is annoying, but they seem to have done their best to repair the damage.

Nina Battleday ● 4051d

Thank you for responding Laveli. It's appreciated.

Zoe Archer ● 4051d

I don't go into Laveli anymore the staff were grumpy, slow and never smiled.. I literally don't bother anymore- there are lots of lovely places on the street that greet you with a smile and are happy to have you as a customer.  For example Bake Me.

LJ Pearce ● 4051d

Dear Zoe,Thank you for bringing this situation to light.Having investigated, it appears there was a lack of communication within our team which we all regret and can assure you it will remain an isolated incident.Please ask your partner to get in touch via info@lavelibakery.com so we can arrange a small recompense for letting down your partner.It truly is a pleasure to serve the local community almost every day of the year and we hope you find time to return to have a positive experience soon.

Laveli Bakery ● 4052d

I'll be bearing that in mind next time I put a big order in with them, if I ever do.  I have to organise catering for business meetings and celebrations, so could not EVER afford for that to happen.  Thanks for the heads up!!

Danielle Fox ● 4052d

I do find them very slow.

Susan Kelly ● 4052d

Good coffee. Nice Spanish woman there.

Fiona Fisher ● 4053d

Couldn't someone have gone next door and picked the cake up?

Peter Evans ● 4053d

Disgusting staff service. I used to go there but don't anymore.

Tony Crumpton ● 4053d