Gloria Jeans Coffees Merry Hill — Restaurant in Dudley

Went in today with a friend, was served by a lovely lady she was friendly and attentive and provided us with efficient service. We had two lattes and 2 chocolate ganache cakes.

The cakes we were served first, we took them back to the table and they were hard, dry, not cake like at all eg moist, soft spongy, the ganache was also solid.

I took these back and whilst I understand due to the weather the cakes would have been refrigerated at a higher temperature they were not edible, really very dry and semi frozen, cold not room temperature.

The lady who served me was there however a man who was possible the manager was there and approached us, no introductions no hello what’s the problem .. he simply kept stating the cakes aren’t frozen and was pretty blunt and rude in his demeanour, he asked the lady to serve us alternatives if we’d like but I didn’t as we were after chocolate cake and this was the only option as such. I proceeded to demonstrate to the gentleman the hardness of the cake and he repeated “how many times do I need to say they aren’t frozen” to this I replied why are you being so passive aggressive;it was extremely intimidating and also uncomfortable for us as customers.

He very begrudgingly gave us a refund and asked if we wanted a refund for the coffees to which I said no as we still wanted the coffee (something in hindsight I regret knowing his behaviour wouldn’t have put it past him to have spat in them)

The gentleman took this extremely personally, it was really unprofessional and intimidating nevertheless I bought the coffees and proceeded to sit in to drink these, the lovely lady bought the lattes over and apologised again. It wasn’t personal on our part we just wanted to have some nice cake, coffee and rest our feet.

I’ve always liked Gloria jeans coffee but this experience wasn’t nice and I don’t know he might have been having a bad day but there’s no excuse for the intimidating and passive aggressive behaviour. I’m not going to let this deter me from coming as it’s nice to see the franchise in England (I last went in Lahore) and it’s good to support...

Visited on the the 12th of feb at 3pm 2025 but was told that the majority of the seating area was closed off, when I asked why I didn’t receive an answer , it took me three times for him to finally say that it was going to be cleaned , this was clearly a lie as the area was already cleaned and the real reason was clearly he couldn’t be bothered to clean it again before they closed in around an hours time. This wouldn’t be so bad but there was no other seating available at the time, I was pushing a pushchair and my partner was in a mobility scooter but no attempt was made to accommodate us , I said to the dismissive man on duty that if you couldn’t be bothered to wipe down the tables after us I couldn’t be bothered to spend our money with you , he then said no need to be rude , I said it’s you that’s being rude mate ignoring me then lying about it needing to be cleaned, it was then an elderly couple said they were leaving soon and that we could use their seats , but I told them to just relax and finish their coffee as we wouldn’t be staying where we weren’t made to feel welcome , the whole experience was one of us being a complete inconvenience to the employee, I suggest some customer service training is needed to ensure others aren’t treated...

I rarely write negative reviews, but my experience at Gloria Jean’s deserves to be called out.

From the moment I walked in, the staff were shockingly rude — no greeting, no smile, just a cold, dismissive attitude as if I was an inconvenience for even being there. When I placed my order, they barely acknowledged it, and unsurprisingly, they gave me the wrong food. When I politely pointed this out, they offered no apology and acted like it was my fault.

Then came the coffee — and honestly, I wish it hadn’t. It was watery, bitter, and tasted burnt, with none of the richness or balance you’d expect from even a halfway decent café. For the price, it was a complete rip-off.

You are honestly better off going to Starbucks, Costa, or — better yet — supporting an independent coffee shop that actually gives a damn about quality and customer service. Gloria Jean’s has completely lost me as a customer, and I’d recommend anyone looking for good coffee and a pleasant experience to...