GAIL's Bakery Battersea Square — Restaurant in London

Dear Gail’s Management Team,

I visit Gail’s Battersea Square every morning during term time, as my child’s school is nearby. Due to a severe dairy intolerance, I always double-check that my Oat Matcha Latte is indeed made with oat milk, especially if I did not hear the barista confirm it. This precaution is necessary after a past incident where I was mistakenly given cow’s milk, which resulted in a medical emergency.

This morning, when I asked the barista to confirm my drink, he ignored me multiple times until his manager intervened to confirm it on his behalf. When I expressed that I found it rude to be ignored, the barista stopped what he was doing, pointed at me, and aggressively shouted:

“Stop asking me every single time. You are doing this to upset me. Leave, go out, and don’t come back.”

I, along with a queue of other customers, was shocked by his reaction. His manager attempted to de-escalate the situation and later apologized. After I left, two staff members, including Buse, kindly checked on me, acknowledging that I was visibly shaken. They informed me that the barista in question has a mental health condition, but also agreed that his behavior was unacceptable. I was told that one manager wanted to send him on a break, but this was overruled by another, who felt it would upset the barrister further.

Two customers came up to me as well, which was very kind and asked if I was ok after that verbal assault.

I no longer feel safe ordering my drink at Gail’s Battersea Square as long as this barista is serving. His aggressive outburst and refusal to confirm my order put me in a vulnerable position, especially given my medical condition. While I understand the importance of workplace inclusivity, customer safety and respectful service should not be...

As I'm new to the area, I went for walk out of curiosity and seeking good iced coffee. Generally I didn't have best experience within Battersea Square yet, when stumbled on this place. It was busy, but staff welcomed me from behind coffee machine serving someone else. Glad I had a moment to look around as display was looking very yummy. Not often leaving reviews, but looking for online menu I was a little surprised reading some in here. So here is mine, as I feel I should. Every time I visit I experience friendly and relaxed atmosphere. I am beginning to get addicted, and believe me, I'm hard to impressed. I've been working in a restaurants myself and my brother is sourdough baker. I understand it is a big chain, and it is impossible to please everyone. Traditional cakes are bit too sweet for my liking, but nice alternatives, especially "free from" range are delicious. Rich and Paulina are worth extra mention for being super friendly accommodating myself only, as well as bunch of us with kids with allergies. Just because I always find something to improve, I mention downsides. I know interior design trends are too look scruffy, but wall by the counter would benefit From a little paint....

Mmmm love the fresh baked goodies! I had a delicious sweet yet savoury, crunchy on the outside perfectly moist on the inside quiche, caramelised onion and mushroom flavour (£5.20). Cheddar and chive scone that I air-fried and lathered in butter, tastes as good as it sounds. Nice coffee, soy flat white. Scone and coffee = £7.30. I got skipped by two people as I was standing first in line directly in front of the till and the server continued serving the people although he had not taken my order.. I must of looked out of place at Gail's.. Maybe i'm not used to the Londoner ways yet the lack of warmth/friendliness and queue bopping or maybe Gail's is more exclusive than I thought. Boujee or ignorance? Not a vibe I would comfortably or enjoyingly dine in for. I did get a free coffee when I downloaded their app and the foods good so I will give them...