Bakers + Baristas — Restaurant in Gateshead

Rating: ★☆☆☆☆

I recently dined at Bakers and Baristas and, unfortunately, my experience was far from satisfactory. The issues I encountered were multiple and concerning.

Firstly, the food I received was not up to the usual standards. It was served cold, with an inexplicable warm exterior but stone cold on the inside. This indicated a significant problem with food preparation and quality control.

To make matters worse, my order was completely incorrect. I received items I hadn't ordered, which was a major inconvenience. This kind of mistake is unacceptable and showed a lack of attention to detail.

What truly marred my experience, however, was the behavior of the staff. They were rude, unsympathetic, and unapologetic when I brought these issues to their attention. Good customer service should involve addressing concerns with courtesy and a willingness to rectify the situation, but this was lacking.

I have been a loyal customer of Bakers and Baristas because of the quality of food and ambiance, but this visit has left me deeply disappointed. I hope that my feedback will prompt improvements in food quality, order accuracy, and staff training in customer service.

I as many other customers expect a much better service and food quality when other chains and smaller independent cafés are a fraction...

I visited your shop in early Feb with my 10 year old for a coffee and hot chocolate. the staff was great when we ordered but sadly the problem started once we were awaiting our order. The hot chocolate was delivered in an unacceptable manner, with a milk dripping of the cup. We politely asked the staff member if it could be cleaned. She referred us to pick the tissues and clean ourselves. When asked is this not the staff responsibility to serve in a clean up, the she was aggressive with her behaviour and turned out and got us another cup of chocolate in a rude manner. From her behaviour it seems she did not wish to serve us or want us to be in the shop. She was being extremely rude to us while serving other customers with open arms and happiness. Even in 2025 we believe this was due to our ethnicity. Such staff should not be in a café in Metrocentre with such attitude. WE also want to bring to your attention that the lady who took payment was extremely well mannered and her customer friendliness was the best. We appreciated that she returned the money from the hot chocolate which I kindly declined as this was never about the money. I would ask the management and owners of the coffee shop to fully vet their the staff to treat all customers with...

I had the pleasure tonight of calling in for a coffee after a long day, and was met by the most enthusiastic and welcoming smile by the lovely Gina. She has such a lovely personality and was so helpful to the point that she was cleaning up and ready to close but still went to the kitchen and changed the dance music on the radio over and overall was really nice to talk to. The coffee was lovely and made with the care of someone you expect has just started and not finished her shift. She was warm engaging helpful and had the most consistently helpful demeanour with the customers. I think the service industry would be a lot better off if more workers displayed the type of personable approach epitomised by Gina. It didn't surprise me when she told me her goal is to be a teacher....our youth are in great hands if she applies the same attitude and personality to that role as well. Great coffee great music and great staff. Thanks Gina for the chat too - sometimes people need more than just the coffee they order, a chance to espresso themselves .....😂 sorry, couldn't resist a coffee joke in there....