Greggs — Restaurant in Hart

I bought 2 magic bags from Greggs in Yateley today. I did an LFT and tested positive for Covid so sent my husband and 4 young children to collect them with the code. My husband does not have a modern phone with a camera. The staff were very rude, mocked his phone and refused to give him the bags. The ‘manager Simmona’ I spoke to who said she needed to see a picture of the code. I tried to explain I was ill at home with Covid and that my husband didn’t have a camera phone. I said I would happily email a picture or send to a mobile of a staff member. She refused. I said I couldn’t possibly know the code which I gave her and she confirmed that she had 2 bags with that code, but refused to give them to my husband. She then told me I should have gone down with my phone, I explained that I had tested positive for Covid and she said ‘so what, so have I!’ I was gobsmacked. I asked her if she meant to say she had Covid and she said ‘yes, but I feel well enough to work and so I am here at work’ I was dumbfounded. My mother died of Covid in November and I was disgusted by this point that this ‘manager’ was talking to me in such a way, laughing and mocking me. It was despicable behaviour. She told me she had to go as she had lots of customer (which was a lie as my husband told me he was the only person in the store!) I tried to call head office, but had no joy. When I called back to reason with her (my husband who was in the store with my 4 young children told me she told me to call the greggs store) i did and I got a man on the phone who was very VERY rude. He said he was refusing to give them as I didn’t have the picture. He then laughed and scoffed at me and even said “Do you understand English?” I was very cross and he then continued to say that his shift had finished and he wanted to go home, before hanging up on me. The magic bags would have gone in the bin and I was trying to protect the staff by not coming down. Avoid this place at all costs Natalie

Sent...

Went in to grab a Magherita pizza slice and I asked if they were cold the women was dismissive and than she rebutted with the pepperoni slice, had to tell her three times Magherita as I dont eat pepperoni but she knowingly kept pushing the pepperoni and proceeded to wrap a pepperoni slice to touch, had to ask again for a Magherita for the fourth time but still not bothered to allow me to see if the Magherita was warm as they looked stone cold and dry so asked if I could get a fresh one. She point blanked refused for no other reason except saying that 'I have these out and not sold' I than said I would wait when was the next batch going in even if she couldn't be bothered to put one in for me - she just didnt respond. Never had this issue before but the lady needs to understand customer service skills and listen and be re-educated on her role and the company's policy.

If I am paying for your product and its cold and I want a hot version like some customers do, this should be provided, Greggs get to sell the product and the customer is happy to eat the food.

I called up the company to get their policy on it and they were clear that if a customer prefers a hot pizza he/she should be able to...

Greggs, the staple of the everyday cheap eat. The pinnacle of knowing your customers and how they like it. A branch, so community based that its like walking over to your neighbours house. There is no 'class' judgement and there is no pressure to buy outside your budget, hell, they even build in deals that make it more affordable for to eat. If that's not enough they also do a Hungry Tummies donation where for 25p you can feed breakfast to someone who needs.

This store and its staff kept me going through covid, they remember my order and even who I am. They deserve more than a staff meal or a tips jar, they deserve a bonus for keeping the quality. Not to mention for understanding...