GAIL's Bakery Kings Road — Restaurant in London

Disappointed by Staff Attitude

I have been a loyal fan of Gail’s Bakery, visiting daily and enjoying their delicious bread and other products. However, my recent experience at the Chelsea branch left me feeling disappointed and frustrated, which is why I’m giving a one-star review.

After the Christmas light switch-on event, I decided to stop by for some bread. At my usual branch, customers serve themselves, so I was unsure if I could do the same in Chelsea due to the narrow space. I asked a trainee, a kind and hardworking Indian guy, if I could help myself or if I needed to wait my turn at the till. Instead of providing a clear answer, he went to ask a colleague who was already busy serving another customer.

To my dismay, the colleague dismissed him without addressing my question. The trainee returned, looking embarrassed and unsure of what to say. I felt terrible for putting him in that position. It was a small matter that could have been handled with a bit of kindness and support, but instead, it left me feeling unwelcome.

I love Gail’s Bakery for its products, but the attitude of some staff members can really tarnish the experience. I hope management addresses this, as a supportive team environment is crucial for customer satisfaction. I’ll continue to enjoy Gail’s Bakery, but I hope for better service...

I've been meaning to write about the King's road branch for months now. Gail's King's road is my neighborhood bakery and I have been going there since it opened! Its great to know so many familiar faces! From Helen to Frederico, to Marwa to Stephanie (who is now on Mat leave) to Fabrizio to Lucas and Mikal! Yes, I know the names of most of the king's road team !!

I have been coming to gails since it opened and I've made friends with the team along the way. I just want to say how great they have been. Knowing my order everytime I come in with my husband and processing it without even saying what I want is a testament to how great the team is there.

Fabrizio's coffee is the best coffee I have tried. He is extremely loved by his team members and he is vary patient with the new baristas. He is polite and professional with customers and always has a smile on his face! I know that he spent time training Mikal and Stephanie to become senior/new baristas and I know he always wants to push his team because he wants to see them progress!

Lucas is fantastic and Frederico is amazing! always smiling and welcoming! Marwa is great and has become super competent in her style and communication with the customers with a happy smile!

Great team and great...

It seems that the management did not train all of their employees how to serve customers. Up to this point my experience was nice. The staff was friendly with good manners. However, today I went to buy some lunch, the guy who was serving me ( young, tall, longer dark hair) put the sandwich in front of me in the box, no serviettes. I told him I would like a cake too, he put that on the top of the sandwich. Still no serviettes, no bag either. I asked him for the serviettes. Then I asked him for the bag, to carry what I bought, he just put the bag on next to my food and walked away. Moreover, he had no other customer to serve. Is this a good customer service? I should not ask for these things, first of all. Then, he should put them in the bag, not me. Or at least to offer and it is up to me then. Their food is not cheap and there are many other places where I can buy my food from. This is a basic of a good customer service and the management should think hard how they deal with this situation. Because nobody wants to come back where they had a bad experience. I work just across the street and will definitely go somewhere else...