GAIL's Bakery Kingston-upon-Thames — Restaurant in London

I took my family to the Kingston branch for a coffee and cake. We ordered a sausage roll and scones and asked if it could be heated up but the staff said ‘it cant be done right now’ which i was not sure if he meant wait a-bit so i asked for clarification, the male staff just simply brushed me off by saying they don’t have this service. This is disappointing as I’ve been to Gails before in other branches and they always gladly heat my cakes and savories for me. Clearly i can see that male staff was busy chatting with his colleague than to serve us. Then the coffee was also made incorrectly when i asked for my mocha with soya milk and the english tea was made in a flimsy plastic cup with a tea bag that had not string attached making the teabag spill everywhere whenever my mum tried to take a sip. Having said that i saw another table they had a proper ceramic teapot with a ceramic cup even though we did informed them we were eating in. To make our dining experience worse the table and benches were filthy with stains and crumbs on the table, half eaten cookie was on the cushion seats. we weren't comfortable sitting there. i expected more from Gails as their prices were not cheap basic service should be there at least a clean and comfortable environment and drinking quality. i feel like this branch is the worst I've ever been to, this branch has given a bad name to Gails and because of this i will not come back! if they carry on like this good luck with...

This is not the nicest branch unfortunately. However I am very happy to have Gail’s in Kingston as we used to go to either Richmond or Putney’s branch to have their lovely pastries or nice coffees. Their cinnamon bun, also borekita? (Some nice savory pastries with olive and feta and sesames on top) are a must try. 😋 Well for this branch though, if It was fair to their yummy pastries and cakes and biscuits and bread, I would have gave 3 stars unfortunately as ; Most of the staff are not friendly and welcoming! Which is a shame. And the place itself is designed like a maze by all the tables and chairs, so you have to kind of squeeze yourself in and out! 😅 It’s our 3rd time there and I, as usual, didn’t judge by the first visit. I asked for a espresso and hot water ,and a tea for the two of us. After being hand in my hot water , received the espresso 3-4 minutes later, when the hot water wasn’t hot anymore. Still waiting for my tea, after 5 minutes waiting, with the espresso which is cold now, I reminded them for my tea, and she wasn’t happy about it and said I know I’m making it!!! 😅😅and then she started making the tea. Well,despite the fact that I love a hot coffee and not a cold brew , probably minor things, but ruins the experience, plus I think when you work in customer service kind of jobs and direct communication and interaction with people, you need to be a bit welcoming and nice 😊 Part from that, having Gail’s in Kingston round the Market place...

I just waited 25mins for my breakfast, which never arrived. I asked twice during that time. The lady at the counter didn't care the least. After 25mins I needed to leave as I was hungry. I asked for my money back and this lady and the manager tried to make me wrong for complaining. The manager was in the corner of the room for the whole of my wait time...never looked up once, no sense of anything that was happening with the tables. She really did not want to be there. Shocking. As a Gail's customer for 8 years I can say this is the worst run of all of them. No care for customers, dirty tables, no concept of time and then the manager tried to make me wrong for complaining. Worst they tried to avoid giving me a refund ...I waited an extra 10 mins and was half way to the door when they finally gave it to me. But only in part, they charged me for the water that I had opened but not drunk. That's customer service at Gail's...Great representation of the brand. Guess they're too big to care anymore. I will never enter a Gail's again. And judging by the reviews here, I'm not the only one. And with these bad reviews it's clear that the brand has done nothing to resolve the issues at...