Baker Graze - Cheltenham

I’ve just had an overnight stay in Cheltenham and my partner and I clocked up three visits to this place in about 24 hrs. We had a delicious brunch, which was so good we came back the next day for another brunch, and having walked past the cakes twice by now, we stopped by for takeaway cakes for the way home. I’m now a bit sad that I live quite a long way from Cheltenham and don’t know when I’ll be back.

The BEST cinnamon buns I've ever come across. I love to treat myself with their cinnamon buns especially in the morning. Nice atmosphere, staff are lovely.

We were welcomed in by friendly staff. Due to hearing issues and loud music, we requested a table upstairs which was no problem for the staff. The service was quick and friendly. However, when trying to order a vegan breakfast, I requested avocado on toast with hash browns on the side. I was told they didn't do hash browns on the side despite their website stating they were happy to make adjustments. I was disappointed but went with avocado on toast. When it arrived, it had 2 poached eggs on the side obviously not requested as I am vegan. Disappointed again. On the positive side my husband had ordered a vegan breakfast (mushroom replacing the egg? but no hash browns? . The rye bread was not vegan and he was advised of this and offered an alternative that was fab. All in all, although a lovely place, it does not really offer vegans much of a choice.

Had a very pleasant brunch which was totally ruined by the shocking attitude of the Manager. The bill came to £35 and I wanted to leave a tip. The digital tip device was set for a standard £2 tip. I wanted to leave more and intended to leave £4. Somehow, possibly due to my error, I was débited £8. I brought this to the attention of the Manager and his instant réaction was that it was my fault and my problem! I explained that I was happy to leave a £4 tip, but asked if he could simply refund the £4 that I had been over-charged and he flatly refused to do this. I explained that I found his response lacking any notion of customer service and he told me to get out . I have been coming to this cafe since 2016. The previous Manager was always charming, efficent and friendly. She created a warm and welcoming atmosphère, which has been destroyed by this man, which is such a pity.

This is the second time I’ve eaten brunch here and been disappointed. The shakshuka was a swamp of tomato sauce like a bowl of ketchup with added peppers and onions. Inedible with a knife and fork and I couldn’t eat it. When the owner came to clear the plates he didn’t ask why my plate was still full. So I told him and he clearly didn’t like it or care at all my fault for not liking it because ‘they always serve it like that’. What arrogance in a customer facing business, bad food bad attitude. If you aren’t interested in customer feedback don’t run a customer facing business.