Kappacasein Dairy - Southwark

I am a Londoner and have had raclette here quite a few times. My visit this Sunday 16 10 22 was really disappointing, mainly because of the service. My sister and I arrived to borough market just before 4.30pm and went straight to the raclette queue, the queue wasn’t moving much at all and 2 people in front of us left after waiting 15 20 minutes. At 5pm time the market closes , one of the workers came up to us and said the couple in front of us will be the last people being served, when I asked why he said because they are running out of potatoes… I asked why they didn’t stop the queue and let us know sooner because we were waiting for 30 minutes and could have gone to another food stand before 5pm closing, he laughed !! and said we couldn’t have been waiting that long!! Really?! A customer has been waiting 30minutes, the market has now closed, you are not apologising and are laughing like this is a joke? He then said he told the couple in front of us that they would be the last ones being served earlier on… OK but why didn’t you let all the people queueing BEHIND the last couple know?!? Why didn’t you shout come over to us and say “sorry guys we’re running out of potatoes, would you like to join our toastie queue go to another stand before the market closes”?!? This is simple common sense and simple customer service. The guy then proceeded to use a rope to cordon off the queue stop others queueing… my question is…why didn’t they use that rope technology earlier on in the day before we waited for 30minutes for nothing. It’s just pure ignorance and a lack of common sense which shouldn’t be acceptable in the food services industry. A sincere timely apology suggestion to have a toastie since we had been waiting so long would have gone a long way. Please think about customer service next time, good luck.

Maybe we aren't cheese-lovers but the toasties didn't impress. Try the raclette (if at all), you'll be served much more quickly and to greater satisfaction.

When we got to Borough's Market, we made a bee-line to Kappacasein Dairy, got in the queue and waited our turn to grab one of their famously delicious cheese sandwiches. The line, thou it may be long, moves quickly. It is actually fun to watch the sandwiches being made as you inch closer and closer to the front of the line. And when you get your sandwich...well, it is heaven!!!! So delicious they are...you may never in your life have as good a cheese sandwich....you will be spoiled for life....unless of course, you get back in line and do it all again. Really love this place. I always grab something to drink ahead of time and then with sandwich in hand, we find a place to sit and then savour every bite. The only negative I can think of regarding Kappacasein Dairy, is there is no designated seating area....but that is a small negative, completely negated by the quality of the food.

A hot food and dairy products retail stall owned by a raw milk cheese maker. They sell 2 kinds of hot food, cheeses, yoghurt and labneh. The hot foods are baked potato with raclette cheese served with cucumber onions pickled and toasted cheese sandwich. Try to imagine how delicious it is eat of hot toasted sourdough bread with a mixture of 4 kinds cheese (grated montgomery’s cheddar, comte, ogleshield and London raclette), leeks onions, especially in the cold winter. Now I know why the queue is always long!!

Excellent quality cheese and bread makes for a tasty sandwich! Even when you get to the front of the queue remember quality takes time and these people take all the time they need to ...