Greggs — Restaurant in England

I had an extremely disappointing experience at the Marsh Road branch today, largely due to the rude behaviour of Zara. My first issue was when a male colleague (without a name badge) took two fresh margarita pizzas I was about to order and placed them back in the oven. When I asked Zara why he did this, she assumed I wanted her to put the pizzas which were on display back in the oven and rudely dismissed my question, stating they couldn’t put food back in the oven. When I confirmed I wasn’t asking her to and was instead asking why her colleague had taken the fresh looking pizzas to place them back in the oven she said she didn’t know and I should ask him instead. He told me a customer had called and said they wanted the pizzas well done (when in-fact the pizzas on display looked over done to me, and moreover contradicts not being able to put food back in the ovens).

Things got worse when she served the person behind me because, according to her, "he’s a regular" and "knows what he wants," even though I had been waiting for her to serve me. When I pointed out that I knew what I wanted, she still didn’t apologize or take my concerns seriously.

To top it off, the pasties (a steak bake and two veggie bakes) were cold. I really don’t think Zara should be in a customer-facing role, she was unhelpful, dismissive, and uninterested in providing good service. Even after I told her I would be following up with providing a negative review, her rude and arrogant behaviour continued. I’d say she needs retraining, but honestly, I don’t think that would be enough. I won’t be returning to this branch...

Subject: Concern Regarding Inconsistent Customer Service Experience

Dear Greggs Customer Services Team,

I am a regular customer at your Marsh Road branch in Luton and have always appreciated the convenience and quality of your service. However, I felt compelled to raise a concern following a recent experience that left me disappointed.

During a recent visit for breakfast, I observed another regular customer being served a freshly baked sausage roll directly from the oven. When I requested the same, I was instead given a sausage roll from the glass display cabinet, which was noticeably cooler.

While I understand there may be operational reasons for certain decisions, it appeared that the server made a judgment about how far they were willing to go based on how I looked. This inconsistency in service, especially when observed side by side, was disheartening and made me feel unfairly treated.

It’s unfortunate how one moment can change a regular customer’s perception of a brand they’ve come to rely on. I’m sharing this feedback not out of complaint, but in the hope that it encourages fairness and consistency for all customers going forward.

Thank you for taking the time to...

I wanted to get a margarita pizza and as the lady that was serving the customer before me said the pizza is slightly cold as she packaged it I wanted to check how cold it was so I asked if it's possible for me to feel it on top of the paper. She out right said no as it's due to health and safety reasons. She literally is touching the pizza herself while holding the paper so I don't understand this. Also, they've allowed me to do this at other greggs store. Worst customer service there is, almost no margarita pizzas sold and I can see why now. These pizzas will go to waste now as she just couldn't go that extra mile to make the sale. Not coming back to...