Reuthes -The Lost Gardens of Sevenoaks Reviews 47

Helpful staff
The setting

Reuthes is always such a wonderful family day out. We love it there. The Reptile handling experience was fantastic. We highly recommend.

Many thanks! We loved alpacas! And lovely staff, very friendly.

The kids loved the alpaca trekking. They were really accommodating especially as we got delayed by traffic. Totally recommend them.

Worst customer service we have ever experienced.
We were booked for an Easter event and we messaged to say the road we had to come down was closed with no alternative route, we had such rude responses. We were told we were lying as we had no proof and lied that we were telling people on social media to not go, which we never did. We have a little boy with special needs who was very upset we couldn't manage to find an alternative route and they really didn't seem to care, even asked me to go and take photos of the road closure to prove it was closed. We haven't ever had such a terrible experience before and it doesn't look like we are the only ones.
*It seems your response to negative reviews is to add harassment of staff, considering I've never spoken to anyone, other than 5 text messages and don't know anyone from your establishment, lm not too sure what you mean about harassment. Very bizarre you can't deal with a complaint as it is.

Great time at the Easter event, kids enjoyed the Easter trail 😊

Terrible afternoon tea Experience. I told them upon booking it was for a special 60th birthday, we turned up to a filthy table, hard sandwiches, Tesco scones and two slices of two different Tesco taste the difference cakes. They charged almost £50 for this. To say we were disappointed is an understatement. We didn’t eat much so packed the rest up so we didn’t look rude to the lovely young girl serving us, I went home and sent a complaint to management who should deal with these things not the young girl serving, I was told because we didn’t say anything and took our left overs we don’t get a refund after sending pictures on Monday showing we haven’t and won’t be eating the left overs but felt we should take them I still want a refund that I am in my rights to ask for, they are now ignoring me! Disgusting customer service. Disgusting afternoon tea!! Avoid!!!!!

My mum & I had a lovely afternoon tea at Reuthe’s. The rhododendrons are delightful. The service in the cafe was great and very attentive.

Excellent and timely responses, left me feeling reassured and looking forward to our Mother’s Day treat for a wheelchair bound mum on the 11th March

Wow ,what a friendly peaceful place ,its a must to visit.

the alpacas are lovely. Everyone had a chance to walk them, pet and feed

We love Reuthes!
The staff are really friendly and the food in the cafe is delicious! Be sure to go to one of their well organised fayres or events and the Alpacas are wonderfully friendly. A super option for a weekend walk or birthday party Alpaca trek. The gardens are beautiful and well maintained and really a must for a family day out. Their kids events are brilliant too. Highly recommended!

Amazing place. Lovley staff and nothing to much trouble. Very nice afternoon tea. Alpacas amazing!

Very poorly attended.Not advertised efficiently.
Most vendors left before end of the day.
Poor communication prior to booking. I wasn't given the address until a few days before.

Abandoned trading after 2 hours due to water dripping off the marquee onto our products. Lack of WIFI prevented card payments. When trying to discuss this in a constructive manner with Simon he gave an unprofessional, dishonest , even threatening response. It was evident from his behaviour that he felt uncomfortable with our collective complaint and criticism. Transparency and a willingness to learn is needed by this management.
I do not recommend this place to stall holders .

I loved this place. No airs and graces, just secluded, outdoor, fresh air. The service was great at the coffee shop. As were the rest of the staff members.
It was a respite away from the rat race. Thank you.

I had booked a space as a vendor under the marquee and the whole experience was shocking to say the least.

Under the marquee had no service for taking card payments, and then condensation started raining on all stall holders causing our goods to be water damaged and having to leave early

Our complaints were met by a hostile and unhelpful manager Simon, with communication lacking having to chase him up every 3 days. We never got a refund of our table fees and he never accepted responsibility for selling a space that was not fit for trading, even going as far as lying saying there was no damage even though pictures were sent with clear evidence

If you’re thinking of trading here, then beware of these issues, very unprofessional

Update: Simon has emailed me saying that if I don’t take this down he will take action against me, and insinuated that he will get me banned from future markets in Kent. I believe in honest reviews so I won’t be taking this down, I have all correspondence.

Update 2: Looking at the public reply just shows me that they never took any complaints seriously as this is the only review I have left, which is provable by the “verified” on the reviews. other people are unhappy because of your bad customer service which you show time and time again now on a public forum for everyone to see, however you try to spin it to me making multiple reviews. Sad.

There was some confusion with the expiry date but the matter was resolved quickly. Katrina was most helpful.

Great plants, friendly knowledgeable staff

Always a warm welcome from the teams at Reuthes....we love visiting this little hidden gem, and seeing g how the site is evolving!