Soul + Grain Bristol Airport — Restaurant in Great Britain

30.08.2025, around 1:30 PM at Bristol Airport, I visited Soul Grain to have a coffee and a croissant. I asked for a latte and a croissant, and politely inquired if there was a chocolate option available. Unfortunately, the staff member did not understand me, but instead of clarifying in a professional manner, they gave me a facial expression as if the problem was with my way of speaking.

This is not my first time in the United Kingdom or abroad, and everywhere else I have asked the same, it has never been a problem. As proof of what I experienced, the staff member tapped aggressively on the price screen with their finger to show me the price, while smiling in a mocking way. I responded by saying that I was already aware of the price and handed over £10.

I strongly believe that as staff members, you do not have the right to treat customers in such a disrespectful and humiliating way, especially foreigners. Yes, our pronunciation may not be as fluent as yours, but asking for a latte and a croissant is more than clear enough. Pointing at the screen in such a manner was the most degrading behaviour I have ever encountered in a café. Please, do not engage in discriminatory behaviour towards customers.

In the end, I did not even receive the croissant I asked about, because despite my repeated question, I was not told whether there was a chocolate option or not. I instead purchased another dessert and a latte, which were both very good. I give full credit to the products themselves, but I will never forget the staff member’s behaviour of treating me as if I were ignorant.

I hope this matter will be taken seriously and that appropriate action will be taken to prevent similar incidents...

I had ordered just an oat milk latte (as I am severely lactose intolerant). Me and my partner were the only people in the queue at the time. Everything was fine but as I look up the barista had poured normal semi skimmed milk into my cup. I waited to see if this was another order or something else. She then proceeds to give me it, I challenge and ask if it was oat milk. She looked at me, slightly hesitant, but proceeded to tell me yes.

I thought maybe this is different packaging (as I know oat milk comes in a carton). Me and my partner proceeded to walk around to soho to grab some food, I drank my drink and realised it was infact not oat milk.

We then returned and told another member of staff, she’s asked the original barista if it was oat milk and she looked annoyed and said it was. They in the end remade it for me and I could immediately taste the difference.

This is just a warning for anyone else who is lactose intolerant/allergic,...

1 of the 2 seating areas was closed off with chairs blocking the entrance . The other area was full . I asked politely if I could use the closed area and was told the floor was wet as the lady had just cleaned it . I had been standing outside for sometime on the phone and no one had cleaned it and the floor wasn’t wet . The time was 18.30 . I suspect they didn’t want to clean after the store had closed but I just wanted to use 1 table and minimal mess if any . I ordered a medium latte coffee which was quite cold , the area that was closed and blocked by chairs meant also you couldn’t reach the sugar and...