Dunn's Bakery — Restaurant in London

I've been a customer at this bakery for years, as someone who grew up in this area. However, my experience as a person of colour has consistently been disappointing. On multiple occasions, I've been ignored while standing in the queue, with staff serving others who arrived after me, even when I’m clearly next. I've raised this issue with the management multiple times, but it continues to happen, making me feel unwelcome in a place I once considered part of my community.

What makes it even more disheartening is that there was a previous situation where another customer had to apologize on the staff's behalf for the way I was treated. It's humiliating and upsetting to have to rely on strangers for common courtesy when it should come from the staff themselves.

This is not just my experience—my ninety-year-old mother has faced the same treatment. The bakery’s product quality is decent, but no amount of good bread can make up for the constant feeling of being overlooked and disrespected. If there were another bakery nearby, I would go there instead. Until this issue is properly addressed, I can no longer support

Dear Mr. Lewis,

Thank you for your response and for addressing my concerns. I wanted to take a moment to share my thoughts on a recent experience I had in your store. Yesterday, I noticed the new ticket system that has been implemented for customers, and I believe this is an immense step forward in terms of customer service.

While my initial feelings of being discriminated against were based on surface-level experiences, I’ve come to realize that the real issue was how customers are managed in the store. The new system of taking a ticket and waiting to be called creates a much more relaxed and fair environment. It eliminates the hustle and bustle of trying to get attention, and ensures that everyone is treated with the same level of respect and attention, regardless of who they are.

I appreciate that this initiative demonstrates a clear commitment to fairness, and I wanted to highlight how much of a positive difference it makes in the customer experience. Thank you for taking this step, and I look forward to seeing how it continues to improve service for everyone.

Best...

UPDATE Rebecca called me right away to discuss this review and we talked the problem out. She really apologised for the whole situation and I really appreciated her apology. She even arranged for a little box of cakes for us to say sorry! Thanks for your reply Lewis, and thank you so much Rebecca and Dunn's bakery and very much looking forward to seeing you tomorrow. :)

I've never left a negative review before but I was really upset after trying to order a cake from Dunn's bakery. We are repeat customers as their cakes and bread are absolutely delicious and beautifully crafted, but I feel their customer service let me down. I attempted to place an order and the lady took all my information (including my phone number) but their over the phone payment system didn't work. In fact this same problem happened last year and we had paid on collection. The lady on the phone says that she will call me back on Monday at 11am. On Monday I don't receive a phone call (was with phone all day and not in phone log), and I assumed that it was sorted and we would just pay as we did last year on collection. When my mother travelled to pick up the cake it hadn't been made. When I spoke to the manager on the phone she told me very sternly that this was completely my responsibility to follow up (even though her staff had said they would call and never did! And they had my phone number) and that it was my fault for assuming things were ok when I didn't hear back. She didn't even say happy birthday, just told me off. Luckily this cake was not for an event - which would have been disastrous - so it was no problem waiting a bit longer. I just thought that for an expensive £85 cake and a mistake which is clearly the fault of their unreliable payment system they could have given us a £5 voucher or a complimentary loaf of bread or something, especially as...

My friend bought me a cake and frog shaped cupcake a few years ago from Dunn and I remembered thinking it was so quirky and cute.

Just had the opportunity to stroll by today and waited for queue outside to die down. As I walked back and went into Dunn, was caught in awe to the selection of cakes, pastries, gelatos and smell of fresh bread! Ended up adding onto my order of a simple cappuccino to a cinnamon bun, a hummus and avocado ciabatta and a gluten free chocolate brownie...and Needless to say, I probably would of pointed to more if there wasn't a massive queue behind me. =)

Coffee was OK. But definitely high up there in Crouch End. Read in a review they use Caravan and was always just OK with Caravan. That is my personal experience on Caravan 's espresso roast though!

The ciabatta was FANTASTIC! The bread was lovely and crunchy. The flavouring of the bread was just right and the hummus and falafel was beautifully flavoured. Yum.

The cinnamon bun reminds me of a Scandavian bun in terms of flavour. Slightly on the soft/maybe raw? Though I didn't get to eat it fresh as I couldn't stomach it right after my ciabatta indulgence. Will try again next time and confirm.

Still waiting to eat the gluten free chocolate brownie. The staff was very lovely and made me laugh when he said, "it is in the quality of the chocolate. I hope you like it!"

All in all, having gone to as many cafe I can see in an area or listed in the London Coffee Festival guide was very impressed with the favour of the bread and customer service. Highly recommended. =) can't wait to go down...