GAIL's Bakery Richmond — Restaurant in London

My husband and I visited the branch to purchase bread and decided to enjoy some coffee. Regrettably, our experience was marred by the rude behaviour of the baristas on duty. Despite the café being full of visitors, I found myself the sole customer awaiting my order. The two baristas, a girl and a guy, were engrossed in their conversation, seemingly oblivious to my presence. While my husband paid for parking and returned, I patiently waited for the employees to attend to my order. When I finally inquired about the status of my coffee, I was met with an unexpectedly rude response. Instead of receiving an apology, I was told, "Why don't you see that I'm teaching him how to make coffee?" This was accompanied by sarcastic comments, creating an unpleasant atmosphere. Upon receiving my order, I discovered that the coffee was cold, and the cappuccino resembled warm milk sparingly sprinkled with chocolate – a far cry from the quality one would expect. To add to our disappointment, we paid £15 for subpar coffee, abysmal service, and an overall negative experience. I kindly request that you address this matter promptly by not only ensuring your employees are proficient in making coffee but also emphasizing the importance of proper customer service and manners. Such incidents reflect poorly on your establishment and can significantly impact customer satisfaction.

Regular...

I am not one to go out of my way to leave negative reviews for businesses, but I have had so many poor experiences at this Gail's at this point that I think it is warranted.

I have lived in Richmond for 18 months and have visited this Gail's at least once a week during that period. It has always been crowded and chaotic, but in the last 6-9 months the service level has become shocking. (1) The last four times I have gone to this Gail's, they have messed up my order in some way. (wrong coffee, missed pastry, etc). There is never any sort of apology or anything offered. (2) There seems to always be 4-6 people behind the counter, and yet nothing ever moves smoothly. Why does the same person who packages my pastry ring me up?? It would make so much more sense to have one person on the pastries and another on the cash register. (3) The manager at this location has a massive attitude problem and is incredibly rude, especially if you politely ask if they have specific pastries available that they do not. (4) On a much more minor note, where have the sausage rolls gone??? Every time I have gone in recently there are none, but when I walk past Gail's in other locations they always have them.

It is a shame because it is very convenient for me location wise and the food is delicious, but the poor management and service here is driving me to find another...

Gails in Richmond has been my ‘go to’ coffee and lunch place since working from home became a thing and chemotherapy left me housebound. I’ve always been very happy with the standards from both Gails and Deliveroo – and continue to be very happy with the service from Deliveroo. However, having paid £12 for two pieces of cake and £6 for an extra hot coffee I felt naturally inclined to complain about the tepid coffee and the squashed cake that Gails provided. The delivery was within the time frame and the other products intact so can you explain why the man I spoke to at Gails blamed Deliveroo for squashed cake and cold coffee on the behaviour of the delivery driver? Could it possibly be that the cake box was too small for the cake (yes) and the coffee was not made extra hot even though it had been paid for (yes)? I like my coffee extra and even in the café an order for an extra hot coffee is often served warm. Having been told several times by the man at Gails to ‘calm down’ (having asked him if he could stop blaming Deliveroo and take responsibility) I am left with cold coffee, squashed cake, and not even a hint of an apology from Gails. Fortunately, Richmond is awash with excellent coffee shops who care about their customers. We’ve tolerated the dirty tables and uncleared crockery at Gails for long enough. They know what they can do with their...