They just haven't worked out what good service means. Simple things; bringing orders within a reasonable time. Bringing coffee orders together, not spread out by five or ten minutes. Smiling and looking pleased to see customers. They started badly, but things are often chaotic when you first open. Sadly they're still awful and they have been around a while now.
It's a tiny place, the two or three staff I have seen when I have been there sometimes outnumber their customers, and even when completely full it surely can't fit more than about twenty or so people. Their menu is simple: cakes, coffees, juices and the like all of which seem fine (if not exceptional) when they eventually turn up. Yet they manage to be slow, inefficient, frustrating and unfriendly – to the point of me cancelling a food order because we simply couldn't wait any longer (said food was a cake, sitting on the counter about three feet away, which nobody had managed to find time to put on a plate and bring over).
Extraordinary, really. You would have thought that a nice interior and incredibly simple menu would mean a charming and well loved local cafe. Instead, despite living seconds away, I have only been three times and regretted it on each occasion.
Such a shame.