Why The Orange Tree Left the UK’s Biggest Catering Supplier — and Never Looked Back
How an independent Hertfordshire restaurant found a supplier who actually listened — saving money, cutting delivery chaos, and gaining a partner just minutes away.
The Client
The Orange Tree is an independent pub, restaurant and farm shop nestled in a delightful corner of the Hertfordshire countryside, just a short drive from the centre of Sawbridgeworth. It’s the kind of place that does things properly: fresh food prepared daily, prime cuts from the local butcher, fish from UK day boats, locally brewed McMullen’s ales, and a daily changing specials board that keeps regulars coming back.
The restaurant is run by Chef/Patron Gareth Davies, who brings years of experience from kitchens both in the UK and around the world. The Orange Tree holds multiple TripAdvisor Travellers’ Choice awards and an OpenTable Diners’ Choice recognition — testament to the standard of food and hospitality it consistently delivers. The philosophy is simple: good honest fresh food, strong flavours, beautifully presented, and a team that makes every guest feel genuinely welcomed.
This case study is a reminder that Bespoke 77 doesn’t just work with large chains and multi-site groups. We work closely with businesses of every size — from single independent venues like The Orange Tree to estates with 80+ locations. Every client gets the same attention, the same care, and the same commitment to getting it right.
What Was Holding Them Back
Like many independent hospitality businesses, The Orange Tree had been sourcing its catering and tableware supplies from Nisbets — the UK’s largest catering and hospitality supplier. On paper, a big supplier with next-day delivery sounds like the logical choice. In practice, the experience told a different story.
The pricing on certain product lines was far higher than it needed to be — in some cases, double the price Bespoke 77 would charge for the exact same product. The sheer volume of Nisbets’ customer base meant that Gareth and The Orange Tree simply weren’t a priority. Customer service was impersonal. Damage levels were higher than they should be. And the “next-day delivery” promise came with a catch: multiple separate deliveries arriving at different points throughout the day, disrupting the flow of a working kitchen.
The core challenge: The Orange Tree was paying over the odds, receiving poor service, and managing delivery chaos — all because they were just a number to their supplier, not a client.
Gareth needed a supplier who would treat his business with the same care and attention he gives every plate that leaves his kitchen. A supplier who knew his name, understood his operation, and could genuinely be there when he needed them.
What Changed
A number, not a client
- Some lines priced as much as double what they should be
- Impersonal customer service — difficult to get heard
- Higher-than-acceptable damage levels on deliveries
- Multiple deliveries throughout the day, disrupting service
- No ability to see, test or trial products before ordering at scale
- Pushed towards own-brand rather than quality UK partner stock
A partner, not a provider
- Pricing reviewed line by line — significant savings found immediately
- Alternatives identified: same or better quality at lower cost
- Samples sent to trial before any commitment to switch
- Everything consolidated into one delivery, one invoice
- Same-day collection available from the warehouse
- Delivery in hours (sometimes minutes) when urgently needed
How We Tackled It
When Gareth came to Bespoke 77, we didn’t just swap one supplier for another. We started by doing something Nisbets hadn’t bothered to do: we sat down and actually reviewed everything The Orange Tree was buying, line by line.
Full Product Review
We went through every item The Orange Tree was currently purchasing and looked at what they were paying versus what they should be paying. On some lines the difference was stark — products available at half the price Nisbets were charging, for the exact same item. We also identified products where there were better-quality alternatives available at a more competitive price point.
Samples Before Decisions
We don’t expect clients to switch products blind. Where we identified alternatives — whether a like-for-like at a better price, or a step up in quality at a similar cost — we sent physical samples first. Gareth could use them in the kitchen, assess them in real service conditions, and make an informed choice. The cheapest option isn’t always the right one. We walk clients through the options and let them decide.
One Delivery. One Invoice.
The days of multiple deliveries at different times throughout the day were over. At Bespoke 77, we consolidate everything — regardless of how many different lines or suppliers it involves — and deliver it together. One arrival, one invoice, no disruption. For a working kitchen, that’s not a small thing.
Availability That Actually Means Something
Our warehouse is local to Gareth. If he needs something urgently, he can call, text, email, or simply turn up — and we’ll help. Same-day collection is always an option. If he can’t collect and needs it fast, we can deliver it in a matter of hours — sometimes minutes. That level of responsiveness isn’t a perk; it’s just how we work with every client.
The Outcomes
- Significant cost savings identified across multiple product lines — some priced at half what Nisbets were charging
- Better-quality alternatives introduced on selected lines, trialled via samples before any commitment was made
- All deliveries consolidated into a single arrival with a single invoice — no more day-long disruption
- Same-day collection from the Bespoke 77 warehouse available whenever needed
- Emergency delivery capability measured in hours — sometimes minutes — for urgent requirements
- A genuine working relationship: Gareth can call, text, email, or walk in — and always gets a response
In Their Words
Switching to Bespoke 77 was one of the best decisions I’ve made for the business. With Nisbets I was just an account number — if something went wrong or I needed something urgently, I was on hold or waiting days for a response. With Bespoke 77 I can call, text, or literally turn up, and they’ll sort it. The pricing was a revelation too — we were paying over the odds for years without realising it. Knowing I have a supplier I can actually trust, who knows my operation and treats me like a person, makes a genuine difference when you’re running a kitchen every day.
The Finished Pieces
Photography of the tableware and products supplied to The Orange Tree by Bespoke 77.
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Tableware supplied to The Orange Tree.
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Bespoke 77 products in use at The Orange Tree.
What Made the Difference
Size doesn’t determine service
The Orange Tree is one restaurant, not a chain. But at Bespoke 77, that doesn’t change what they receive. Every client — from a single independent venue to a group with 80+ sites — gets the same thorough review, the same honest pricing, and the same commitment to actually being there when it matters.
Proximity is a genuine advantage
A supplier who is physically close and genuinely reachable isn’t a nice-to-have for a working kitchen — it’s operationally critical. Same-day collection, hour-level delivery, and a team you can call directly changes the dynamic entirely. Gareth doesn’t have to worry about what happens when something runs out. He just calls.
Independent venue? We work with businesses of every size.
From single restaurants to multi-site groups — every client gets the same honest review, fair pricing, and a supplier who actually picks up the phone.