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Really disappointing experience at Blank Street Coffee by Gloucester Road station this morning.

My wife was third in the queue and ordered a hot coffee. While she was waiting, around seven more customers joined the queue after her, ordered iced drinks, received them and left before her coffee was made.

It gave a very clear impression that the quicker and easier iced drinks were being prioritised over hot coffee orders, effectively penalising customers depending on what they ordered rather than when they joined the queue.

What made it more frustrating was seeing staff happily chatting amongst themselves while there seemed to be very little urgency to deal with the customers who had been waiting longer for their hot drinks.

I completely understand that different drinks take different amounts of time to prepare, and I wouldn't expect every order to come out in perfect sequence. But when seven customers who arrived after you are served and leave first, something isn't working particularly well with the way orders are being managed.

A coffee shop really shouldn't make you regret ordering coffee.

Girl with pink hair at blank street on regeant street was so lovely!!!

incredible service. Staff were so friendly and would like to especially mention Sarawut, Sofia, Grace and Tracy at Blank street on noel street.

I was really disappointed by the customer service that I experienced at this particular store. I asked for my drink to be changed as I was not happy with the one I had and the American gentleman at the till was very accommodating and understanding. However, a female staff member stepped in and was incredibly rude about the situation. She refused to allow her colleague to change the drink and made me feel very unwelcome at the store. I go to Blank Street all the time and have never experienced such poor customer service. I will not be returning to this branch.

I absolutely love Blank Street — your coffee and iced matcha are honestly some of the best I’ve ever had. And the staff at the Brighton store are absolutely amazing — always friendly, helpful, and do such a wonderful job. I’m leaving this feedback because I really want this branch to be its best — I hope you find it useful! 😊

☕ Self-service machines in ALL stores please! It helps queues move faster, takes pressure off your hardworking staff, and gives customers what they need quickly. It should be standard everywhere!

🪟 Brighton store — downstairs: That silver high table opposite the area where you click your drinks — it’s in the perfect spot, exactly the right height for laptops. But it should be a nice wooden high table with high stools for laptops instead! Right now there are no stools at all so nobody can use it. It’s also a bit wobbly — needs to be solid and stable so we can type comfortably. Normal tables are too low, sofas are impossible to work from — laptop users like me have nowhere good! Just put a proper wooden high table with high stools there — that’s all we need.

🔵 Brighton store — upstairs: That big round table with sofas all around — it honestly makes the whole room look SO small! It takes up room for roughly two proper tables. And people don’t want to sit opposite strangers on the same big table — it feels awkward. Most of the time one person sits there and the rest stays empty.

🌧️❄️ And especially when it’s busy or rainy — most people like to be inside! When it’s pouring or cold outside, there’s literally NO chance of finding a seat! People walk in to get warm and dry, see no seats… and just walk straight back out into the rain. That’s customers lost right when you need them most.

💡 Here’s what would work perfectly upstairs: Put banquette seating along the wall upstairs, just like downstairs — it saves so much space and makes the room feel bigger! Then add a few small round tables with normal chairs in the middle — that’s it! Way more seats, everyone has their own space, no awkwardness, and the room actually feels open. So much better than that one giant table wasting all the space!

📏 Also — opposite the banquettes downstairs there’s so much empty wasted space, you could easily fit more tables there too.

Your drinks are amazing, your Brighton staff are brilliant — your seating should match. Self-service everywhere, a proper wooden high table with stools for laptops, better seating layout upstairs. Simple things that would make this Brighton store perfect — especially when it’s busy, rainy, or cold and we all need to sit inside! I really hope this feedback helps — you deserve a store that works as well as your amazing coffee and matcha! 😊

Vi son hade köpt overnight oats och frågade personalen om en sked för att kunna äta den. Svaret vi fick var att de inte hade någon sked. Vi satt samtidigt där och åt våra kakor och drack kaffe, medan en av oss fick gå till en restaurang i närheten för att be om en sked – och där fick han en engångs sked utan problem.
När jag frågade hur tänkte ni vi ska äta fik jag svaret vi är en takeaways kaffe 😭 takeaways ???

Never been however on passing it seems to be very Islamic. Upon searching on companies house it's Islamic owners also.

Matcha tastes good but is not worth the shockingly bad customer service. I never experienced staff as rude as as unhelpful as the Birmingham branch, and this is based on more than one visit

The server in the Notting hill gate blank street called Marcin was so lovely and made my experience very enjoyable, please give him a raise!

What the F happened to this brand?

Four years. Almost daily visits. I speedwalked two-mile round trips from Hudson Yards to your 172 9th Avenue store on coffee breaks during my NY work trips. I ended a two decade of Starbucks loyalty for you. I cheered your London launch like it was my own company expanding.

This week, you lost me over a 15ml pump of syrup.

I offered to PAY for an extra pump at three different locations. Flat refusal: "it's policy." Think about that, you now have a policy against accepting money from your most loyal customers. You'd rather not have their business than improve your drink.

Here's why it matters: your small and large hot drinks contain the same two pumps of syrup. The large is the identical dose drowned in extra milk and customers pay more for a weaker drink. Extra pumps were the only fix, barista's offered them for free, some charged me and I paid willingly, and you banned them.

Add the downgraded rewards experience: QR codes and extra clicks where card auto-detection used to just work. The pattern is unmistakable: every recent change extracts from the customer instead of delighting them.

The mint-green scooters and minimalist branding can't cover for stores that now give people the ick. A coffee shop has exactly one job: make the drink the way the customer wants it, and make their day. Blank Street has quietly stopped doing both.

You didn't lose me on price or quality. You lost me on indifference. And companies that train their staff to shrug at regulars don't stay beloved, they become cautionary tales. Back to Starbucks it is.

used to like coming here but the app is honestly so frustrating. half the time it doesnt work properly and i can never seem to claim my points. ive missed out on rewards multiple times because the app either wont load or doesnt register my purchases.

the coffee is fine but if youre going to have a loyalty scheme it should actually work. ive tried using it on different visits and always seem to have some kind of issue.

really disappointing and makes me not want to bother using the app at all.

Dear Blank Street Coffee Team,
I am writing to formally complain about the poor customer service at your Battersea Power Station branch.
The main issue is the disrespectful attitude shown by some staff members towards customers. In addition, although the branch is supposed to close at 8:00 PM, customers are regularly being refused service around 30 minutes before the official closing time.
This situation has happened repeatedly and creates a very frustrating experience for customers who arrive during official operating hours expecting to be served. If the branch officially closes at 8:00 PM, customers should not be turned away before that time.
I hope this issue will be taken seriously and addressed appropriately to improve customer experience and ensure staff treat customers respectfully and professionally.
I look forward to hearing back from you regarding this matter.
Kind regards,

The Liverpool street branch customer service was lovely, quick, efficient and my blueberry iced latte was one of the best I’ve had.

The girls in Richmond Blank Street are lovely! Such great service today from Marian and Milo xx

Amazing customer service in Bullring store. Didn’t get her name but she was so kind and wore a black bandana

I usually visit this store Tottenham Court Road in the summer i didnt realise as 8t was warm weather that the ice is to the rim of the glass but as I visited in the colder days I requested for no ice they said its the company policy they have to give ice i was shocked I even told them I jave a sore throat but I was still given ice to the brim I was so angry instead my daughter drank it I visited a few weeks later T4 they were so good comparing to Blank Street as they gave me a large Matcha without ice and it was nice and cold wont ever go to Blank street again

Zugab Marian tasnim were absolutely amazing at serving me today. I had an absolutely exquisite time today. Definitely coming back.

Terrible coffee, I sent it back - undrinkable, no hot chocolate. app no longer working.

Great service and brilliant food and drinks as always, server Emmy was fab