Thomas The Baker — Restaurant in England

Beyond excellent customer service.

I've used this bakery a lot and the staff were always lovely but today my husband and I (and the dog, Jasper) went into Acomb for a couple of errands. The queue for him to have his haircut was longer than expected and I found myself wandering around Acomb with Jasper. After a while I decided I'd tie him near the door of the bakery and wait till there was no queue and run in and grab some food and a drink and come back out (he's a very nervous dog, with a Nervous harness, and he gets separation anxiety in new places). As I was tying him to the door and waiting until everyone else had come out so I could run in, a member of staff came to the door and asked if she could get me something so I didn't have to leave the dog unattended.

Now I know this seems a small gesture to some, however I thought this act of kindness and thoughtfulness was just amazing. We rarely ever leave Jasper tied up alone outside as he gets so upset and 9 times out of 10 we take supplies with us when we know we'll be out for a while so this was a rare occurrence where I found myself needing some water and food so I could take my tablets.

When I handed over the money I said to keep the change as I really appreciated her thoughtfulness and whilst it was only around £2 in change, I wanted to thank her.. but as I walked away she said it would go in their Dementia charity tub which I thought was even more lovely.

This bakery has truly brilliant staff who are only too happy to help out. And as always, the baked goods are...

Thomas the Baker (Acomb branch) offers fantastic food at great prices, there is a brilliant selection of goods and the staff are unfailingly friendly and helpful. The only downside is the coffee. They serve delicious coffee in the cafe but the brew they serve as coffee in the bakery is beyond horrible. It has an acidic, bitter, burnt, chemical taste which is just repulsive and lingers in your mouth for ages. I would be very surprised if anyone ever buys a second cup as it is pure poison!

I am puzzled why, when what they serve in the cafe is so good, that they don't sort out the bakery version. I know that on the bakery side it is from a machine but many other outlets (Costa machines, Morrisons, Gregg's, etc, etc) still manage to make a pretty decent coffee.

Come on Thomas's get it sorted - it can't...

Went into the cafe for a coffee and a bite to eat with my mum.went to the counter to order and got served by a young lad who spoke bluntly and looked as if he didn’t have a clue what he was doing I asked for a cheese toastie and they said they couldn’t do it so they offered some cheese on toast and I said I will have a cheese and ham toastie and pick the ham out myself so my mums food came and I was still waiting for till we complained and the young lad said that we ordered cheese on toast when we said we didn’t he bluntly said yes you did...