Clutch Cafe London

Bought a denim jacket but unfortunately it didn’t quite fit right. I sent it back the same day, a Friday I think. The store received it on the Monday and issued. The refund the same day. I was a bit nervous as it was an expensive jacket and I hadn’t used clutch cage before. Very impressed with the return process and speed of refund. That’s why I’ve rated it 5 star.

The location is amazing. The store is aesthetically pleasing. The brands are some of my very favourites and all under one roof. Unfortunately, I have a sliding scale of my experiences with the staff as a prospective customer. My first visit, five stars. I purchased a jacket. The experience was everything I wanted (I don't have high expectations - to be asked if I want any help, you know, that sort of thing) and the staff member was excellent. To be noted, though, I have not seen that particular staff member in the store on subsequent visits. Maybe it was simply a helpful member of the public? My second visit, three stars. I waited around for over thirty minutes to pay for a sweater that had to be transported from downstairs to upstairs. The shop, in my opinion did not seem excessively busy. Benefit of the doubt given for this apparently complex logistical situation because as previously mentioned, the brands are so good and all under one roof. The third visit, doesn't warrant a rating. The customer service on this occasion was non-existent. I waited patiently to be attended to with no one reaching out despite staff seemingly sitting/standing around who were not attending to other customers and the shop, in my opinion, really wasn't busy at that point in time. I was waiting to try on another jacket that would've been a guaranteed sale after I'd locked down my sizing but I couldn't see it on the rail. I left with a goodbye from the same staff who were sitting on their backsides and seemingly doing nothing. This is all my own experience and the opinion of one person. I hope your experiences are more positive. It may depend on you being a person that Clutch Cafe staff deems as their sort of person? I'm not sure. It shouldn't matter, but if the thought has entered my head (and seemingly other reviewers' heads scrolling through the other Google reviews) there may be some truth in it? I'm glad Clutch Cafe is in a privileged position in the retail space for such preference and where sales don't seem to matter, but fortunately, I can vote with my wallet and purchase my favourite brands elsewhere (websites, other brick and mortar retailers, etc) and the, in my opinion, dreadful customer service is so unappetising it outweighs any positives of location, aesthetics and/or convenience. It is purely down to the staff for making my last visit my last visit.

I was weirdly apprehensive about going into the shop given some of the reviews about the staff. My experience buying a shirt was what I expected, I got the help I needed nothing more and nothing less. It's possible I'm not that fussy? I'm pretty sure I'd know crappy service if I saw it though especially given the cost of the items. All in all I will be back.

Bad customer service from a sassy manager. I went in to buy some shirts, but saw the high end coffee machine (a Marzocco) and asked if I could buy an espresso. Given the shop has “cafe” in the title and some (evidently out of date) reviews mentioning good coffee, I didn’t think this was an odd request, but the staff member (I got the impression was a supervisor, given he was sat by the machine doing very little) gave me a withering look and sneered “we’re not actually a coffee shop you know!”, in a very cold and mean spirited tone. I immediately put the shirts I was going to buy down and left. Incidentally, I found them online for much much cheaper. Will not be back if this is how they treat their customers.

My favourite store in London. Great staff, amazing clothes, brands you won’t find anywhere else in the uk

One of my favourite shops in Europe, and not only in London. This shop has very unique and authentic pieces; Every piece is special. The staff have great knowledge of their products. Also, they are very friendly and helpful. A "must" visit!

Lovely detailed shop for japanese denim and other cool items. Staff is more then nice to you.

It’s great shop with amazing clothing collections and staff. You can definitely find something that you may interested in there. Excellent customer service. The staff are patient and helpful. BIG Thanks to Tomo. Totally worth visiting, especially if you are looking for workwear-inspired clothing by Japanese brand. Btw If you are not based in London, strongly recommend to check out their website. They have amazing Lookbook also very detailed descriptions for each piece. 👍