Reviews reveal a mixed experience with TWG, highlighting exceptional customer service and knowledgeable staff, especially during specialized events, contrasted by instances of rude behavior and inadequate training. While some patrons enjoy the quality and ambiance, others express disappointment in service and product standards, with reports of dismissive staff and declining food quality. Overall, the cafe's intricate menu and tea offerings attract interest, but inconsistencies in service quality and staff professionalism impact customer satisfaction.