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John Lewis normally succesfully differentiate themselves from other retailers by providing superior customer service without paying a premium. Indeed I can site on more than one occasion where the partnership have provided spectacularly good service way beyond that which I might have anticipated. John Lewis are a great business.

So why do they fail to deliver so badly in their cafe? It really tarnishes an otherwise very floorless retail experience.

12 minutes after joining the queue I finally got served, however the staff failed to ask me if I wanted drinks and promptly served the couple behind me. For coffee and cake the long wait seems all so tiresome and unecessary. With the high standards set elsewhere in the store, queuing up to 15 minutes for refreshment does not sit well. I appreciate this is not a fast food outlet, but sometimes I wonder would it be better? Why not take peoples orders, payment and allow them to be seated. Then bring food to them. Far more civilised.

Fellow customers behind seemed equally agetated and dissatisfied. With an apology for the delay issued in a matter of fact manner by the cashier, almost as if it is normal (which it is) I go in search of a relaxing sit down.

Surrounding me are the tables cluttered with dirty plates piled high from customers making space because staff had failed to clear away. High chairs looked like they hadn't been cleaned for days. The only way to get a table is to tidy other customers mess. Is this really the vision head office designed? I doubt it.

What managers should consider is that we had come with the intention of having a relax to then continue shopping. After such an unsatisfactory service we escaped, annoyed, harassed and having bought no goods.

The cafe admitedly has a captive audience, this is no reason for complaicancy. Our visit just after 3pm was hardly at peak time. I have suffered longer waits when queing for hot food. Having a toddler it is reason enough to not make a return visit to the store, period, so please JL try a little harder. I want, need to come back and would love to enjoy the experience.