Counter-serve chain for ready-made sandwiches plus breakfast, coffee, soups & salads.
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Hello Again!
Subject: Clarifications to my review(22.07.23) I really appreciate your feedback through an automatic reply, it is a reflection of the society we live in. I just wanted to resolve this situation in a fair way and without the need for all these formalities that your company has. I think it will be a waste of time filling in forms that will certainly not resolve the issue at hand. #############################I've never had any problems the times I've been to Pret a Manger in Staines, but today I was quite disappointed with something that happened to me. I went there to buy some coffee and almond cookies and so far so good, everything went well.
The problem was the fact that I forgot in the shop a sealed box of chocolates that I had with me to offer to my girlfriend. It was my fault for forgetting the item in the shop, now what I can't understand is going there to get the item back and when the employee shows me the item, it was noticeable that someone had opened the sealed part of the box, and I had to refuse the item because it was all open and unfit to offer to my girlfriend. Here is a picture as an example of what item I am talking about in case the manager of the establishment sees this review of mine.
I AM VERY SAD ABOUT THIS WHOLE SITUATION, THERE WAS NO NEED FOR THIS KIND...
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This branch of Pret in in Staines High Street has been our local for the past 5–6 years, and we visit every single day. The team here is absolutely incredible—friendly, efficient, and they always go above and beyond to make customers feel welcome.
Unfortunately, my recent experience with a staff member named Gabriel has been deeply disappointing. Unlike the rest of the amazing team, Gabriel stood out for all the wrong reasons. He acted like he was a duty manager, spoke to me in an incredibly disrespectful manner, and outright accused me of lying when I pointed out that I had been given the wrong drink. Rather than addressing the issue professionally, he was dismissive and made no effort to resolve the mistake.
When I called to escalate the matter, he shockingly hung up on me mid-conversation, which was not only unprofessional but completely unacceptable. His behaviour is a stark contrast to the usual high standards of this branch and has tainted an otherwise consistently positive experience.
If you visit this branch, I strongly recommend avoiding Gabriel and seeking out the rest of the wonderful staff who truly embody the excellent customer service this Pret location...
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I’ve been a loyal customer at Pret for years, but my recent visit was very disappointing. My sibling and I came to work upstairs, as it's usually quiet and perfect for meetings. Around 2:50 PM, an employee told us the upstairs area would close in 10 minutes, stating it closes two hours before the café itself—but this was nearly three hours earlier. It felt very abrupt and disrupted our focus.
When we moved downstairs, the atmosphere wasn’t much better. A barista started dragging chairs and sweeping loudly right next to us, making us feel uncomfortable and like we were being pushed to leave.
To make things worse, it was freezing inside. The temperature outside was around 8°C and raining, yet the café had no heating, only AC. I’ve asked about the heating multiple times during previous visits, but nothing seems to change. I had to keep my coat on just to stay warm while working.
It’s a shame, as I’ve always loved Pret for its coffee, but this experience made me question returning to this location. Hopefully, these issues are addressed for...
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