GAIL's Bakery Mill Hill — Restaurant in London

Dear Gail’s Customer Service,

I am writing to express my deep disappointment with the service I have recently received at two of your branches.

Earlier this week at your St. Paul’s location, I was overcharged and served a large coffee instead of the tall size I ordered. While frustrating, I let it go at the time. However, today’s experience at the Mill Hill branch has left me absolutely fuming.

At 8:45 AM, with no queue in sight, I placed a simple order:

Two blueberry patisseries Two cheese sticks 2 small cappuccino with a single shot Instead, I was served a large cappuccino with a single shot—completely unbalanced and tasting like warm milk. When I questioned this, the staff did not seem to understand the issue. As someone with previous experience as a barista, I find it unacceptable that not only was my order incorrect, but the milk was also overheated to the point that even by 9:24 AM, the coffee was still too hot to drink. Burnt milk is a basic mistake that should not happen in a premium bakery.

I paid nearly £25 for this order, which is not insignificant. I work hard for my money and expect the service and quality to reflect the price. Listening to customers is a fundamental part of good service—if your staff are unable or unwilling to do that, perhaps further training is needed.

I have been a loyal customer because of the great bakery items, but the consistent lack of attention and poor coffee preparation over recent months has made each visit more frustrating than the last.

I sincerely hope you will address this with your team. Your products are excellent, but the service is...

Unfortunately my experience today at Gail’s in Mill Hill was terrible. The assistant manager was very rude after getting my order wrong. I’m a regular customer and usually order a wet cappuccino so I know what this should taste like. Today this was made by the assistant manager who made the drink like an Americano, when I mentioned this wasn’t what I order she became very rude putting her hands in my face insisting this was what I ordered, I explained to her I come here everyday and told her this wasn’t what I usually get with my order. She then took it upon herself to raise her voice to say everyone doesn’t know how to make the wet cappuccino referring to the the whole team in the coffee shop which is inaccurate as I have been served but other members of staff in Gail’s. I have never experienced this with any other staff member in Gail’s and I’m very disappointed that this is the behaviour of management at this branch.I did call the store to speak with the manager but they were not in today, so I spoke with the assistant manager who continued to be rude after I explained to her the behaviour today negatively impacted, she then put words in to my mouth, saying “I ruined her day as she felt I told her she didn’t know how to make coffee and she felt embarrassed in front of everyone at the store’’ Which was not what I said, it was just my order wasn’t correct, she then went on to explain “now what”. Being very dismissive of my complaint. As a regular customer at Gail’s this isn’t the behaviour I would expect. I don’t have a Google account so Iam using my...

An absolute joke of a manager.

Sometimes people power trip over the most mundane things, and unfortunately the man in charge here refuses logic over... I can't even clearly decipher... feelings of self importance? Enjoying making otherwise completely normal everyday moments horrible to deal with?

I ordered a sandwich, as I'm ordering it he puts the tray with the sandwich on it behind him and says he refuses to serve it to me because it's unsafe because it had "been out for 2 hours." I asked if I had ordered it 60 seconds ago would he have served it to me? And he said, "Yes but you didn't order it 60 seconds ago -- you ordered it now."

The time was 14:39. You're saying every 12:39 you put these items out? Why the arbitrary time?

Why decide while I'm literally ordering it that it's not safe?

Why even say yes to the 60 seconds ago question? It was "safe" and now 60 seconds later, it's not?

It's so unfathomably dumb, and not about safety at all, just some guy choosing to be weird about the whole thing.

My only hope is that he isn't this illogical with his staff, but I doubt it. Working with this man must be insufferable. Can't imagine what other completely trivial things he on a whim decides and makes as a rule because he's...