GAIL's Bakery Chelsea — Restaurant in London

With an already stressful day ahead of us me and my wife thought we’d have a treat and decided to go to Gail’s this morning having breakfast having left our son to carry out several procedures in Chelsea Westminster Hospital. We ordered a flat white an Americano two buns a sandwich and soft eggs with sourdough soldiers. We sat down waiting for the soft eggs . she finished the bun and her sandwich and I finished my bun and coffee, I asked the Guy in the kitchen about my eggs and he said another 2 minutes to which I replied ok . I got up and got myself another flat white . The eggs arrived hard and I sent it back to kitchen . The guy started to argue with someone by the coffee machine , to which I interrupted and said not only did I make sure I asked for soft eggs …it’s also what it says on the board behind the counter no mention about hard eggs …. especially when you mention accompanied with toasted soldiers. Well after a few minutes I questioned when the eggs would be ready and he said soon I said that’s been too long they’re going to be hard again to which he replied no . Well guess what the eggs were hard again and our was running out . he told me everything was ok yes to which I replied no look at the eggs … he turned away grabbed his coat and a coffee and left the shop ..I couldn’t believe it … We were in a hurry to get back and just left saying that I would write a review later that evening…. Everything else was fine but he clearly became upset that I was questioning the eggs … they were hard again . Such a shame as a regular visitor to Gail’s this was my first bad...

Before writing this review, I contacted Gails Bakery to inform them what had happened and unfortunately it seems the management team do not have an idea of how to deal with racism/unconscious bias in the bakery.

I came into the Bakery and qued up with all the customers and once it was my time at the till. I looked at the server. However the server did not serve me but served the person behind me. I stood there for a moment. Thinking this can't be right i have qued up and they have not even asked if i have been served. I even looked at the customer who was being served and no one said anything. I decided to leave the store as i was only the person of colour there and it seemed they served everyone except me.

I did not want to believe this of the store as I know mistakes can happen. However after speaking to the Gail customer service they definitely need to improve both management (customer service) and the team there. The reason for this is

1. When emailing them they did not reassure me that they don't tolerate racism or any kind of discrimination in bakery.
2. They invited me to the bakery to shop there but did not offer that as complimentary.

Its very important that when experiences of discrimination happen in the bakeries they are acknowledged and the customer experience is changed. It does not seem they made an effort on this based on the two...

A shame! Let's leave aside for a moment the usual clichés of Italians who cannot speak English. Well, I won't be able to express myself in Oxford British English, however I've spoken English since university and I speak it in my work at a managerial level and I've never had problems making myself understood. Today, however, in this place I had a hard time ordering an espresso coffee and an oat milk latte! I'm laughing as I write this but that's exactly how it happened, and I smile even more thinking about all the story telling that is fed to us about respect for diversity and inclusion. Even someone who doesn't speak your language perfectly should be supported and respected. Now coming to what was served, the disappointment is total: undrinkable coffee, barely warmed up oat milk. Yesterday, in addition to two lattes, we also ate two really poor croissants. All this rudeness and mediocrity of products are sold at very high prices. Bottom line: don't go there, it's easy to find...