GAIL's Bakery Windsor — Restaurant in England

I’ll begin by stating that I’ve always liked Gail’s very much. I am a regular customer of various branches, and I visit this particular branch in Windsor regularly as my best friend lives five minutes away from it.

I visited with my friend at 3:15pm on Sunday 2 October and we had a bizarre and totally unacceptable incident of a staff member being explicitly rude to us. We ordered two cakes and two coffees, and while the coffees were being made I asked the (very polite) barista if upstairs was open and he replied that it was. The reason I even asked is because upstairs is very often closed at this branch, and not only before closing time, but hours before, and I’ve never understood why. While heading up, there was nothing to indicate that upstairs was closed. However once we were up there, we were told by Josh that upstairs was closed. I asked why and he replied it was because of a shortage of staff. I mentioned that virtually every time I’ve visited this branch, upstairs is closed (and, like today, many hours before closing time) and that it’s disappointing because upstairs is nice and bright, while downstairs isn’t. He explained that staff shortages had fire-safety implications, and I accepted this but suggested that a sign or rope etc. should be placed at the bottom of the stairs to save customers from unnecessarily climbing stairs while carrying trays. I used the words “it’s a waste of time”. Another staff member was walking past (she wasn’t involved in our conversation at all) and said loudly “YOU’re a waste of time” directed at me. My friend and I both witnessed Josh laughing. She was no longer visible so I asked Josh for her name and he ignored me. A moment later, she walked out of the kitchen back into view and I asked “did you say something?” and she replied “YES” in an aggressive manner while walking straight past me. I asked her name and without stopping or looking at me she said “Catherine”. Had Josh taken control of the situation and apologised on her behalf, we might have stayed, but he was pretty passive and I felt I had to lead the situation. At this point my friend and I were pretty upset and offended, so I asked Josh to give us a refund as I didn’t want to give Gail’s our business anymore. Josh was fairly professional from then on, saying he understood why we were upset and he helped to issue a refund, however the memory of him laughing at his colleague’s rudeness towards us has stayed with me as I write this.

Once downstairs I asked a different staff member who the manager of the branch is and he told me “Dean” but said Dean wasn’t working today. There appeared to be no one in charge at all, despite some five people being behind the counter at one point. No one was there to take control and made us feel better as customers. So having had this very unpleasant experience, we left and went to Black Sheep Coffee instead.

It gives me no pleasure to write this because as mentioned I have always liked Gail’s very much. However, neither of us will be going to Gail’s anymore from now on. Windsor is a small community and it’s a shame that a petulant and rude employee is representing the brand here. It’s only natural that we’ll be sharing our experience today with friends and family who live in town. There are lots of other cafes in town so why not go somewhere where customers are treated with a basic...

Disappointing experience earlier this afternoon.

I ordered a flat white and iced oat latte. The iced drink was fine, however the flat white was not a flat white.

The flat white had no microfoam or even a vague attempt at latte art.

I looked at the drink whilst putting the lid on and asked the young woman with glasses making the drinks whether the drink was indeed my flat white and she replied with a rather curt ‘Yes’. Then, when I then pointed out the foam was more that of a cappuccino, I received a rather hostile response from the barista, who made a point of ignoring me, turning her head and staring at the machine in front of her instead of acknowledging my questions or engaging further.

This was deliberate and felt unnecessary, so I left feeling unwelcome and uncomfortable, as well as disappointed. I was polite throughout and simply asked a reasonable question which should have not been met with such a hostile response.

One of the two customers before me ordered a cappuccino, so I wonder if the barista just decided to use some leftover milk for my flat white.

I hope training will be provided, in customer service as well as...

Visited 31/05/22. Went for a late afternoon coffee. Coffee machine was broken - with a contractor attempting repairs on site. Contractors also in attendance upstairs repairing a walk-in fridge. Place virtually empty. Tables dirty. Two dead potted plants on a shelf. Glaring floodlighting fixtures and blank, gray walls all conspire to present the aesthetics of a Russian gulag. However, the food & drink when it finally arrived (pot of tea and a pastrami bagel) was of a high standard - served to me by an enthusiastic but poorly trained young lad (customer interaction and food hygiene issues etc.) Very expensive pricing. Seems to be a disconnect between bakery and front-of-shop. Food still being produced when shop front counter was fully stocked - few customers to sell to and closing time fast approaching indicated to me the food would go to waste. Most food establishments have a "zero waste" policy - this was not in evidence at Gail's. Management was conspicuous by its...