GAIL's Bakery Southfields — Restaurant in London

It's a nice place, however, I had a scone recently and it didn't taste nor feel like a scone. It felt like I was eating super soft bread. The texture wasn't the same as a traditional scone. It wasn't crumbly but it was definitely soft. It tasted like sweet bread, not like a scone

I was dissapointef but I should have known as the exterior texture was soft looking as well.

So, I would not recommend you get a scone unless you don't mind the soft bread texture feel.

I had a cappuccino and that was okay but it was bubbly.

The bubbles are normally caused by a darker roasted coffee, which slightly increases the creation of bubbles that tend to destroy the cappuccino foam. A coffee with a darker roast produces a higher percentage of CO2 than a lighter roasted one. I wish they use the right coffee for cappuccino.

A perfect cappuccino has a solid, thick foam layer not a bubbly foam layer and not a liquid layer of foam either attempting to look like a cappuccino.

Ad large as they are, their prices are a bit high for a chain, compared with other coffee shop chains.

Anyhow, the manger was nice enough to offer me a refund on the...

Lovely food and team members, but the vibe is just off. I was served by their new manager (I think assistant manager) and it was a poor experience. He got my order completely wrong, and then laughed about it. When the staff brought it over, they were super apologetic even though I know it wasn't their fault. I could see the team members looking quite stressed and tired, there were too few of them for the queue! The manager was not even helping them... They dinged some sort of bell a lot (I assume for help) but help never arrived. I just feel bad for them, as they're so friendly and polite to the customers but behind the scenes I can tell there's issues even from a customer standpoint!

As to the food/drink, the coffee was delicious. Top tier for a chain competitor. I appreciated the lovely latte art by the Italian barista. She was so friendly, too. The new soup was also great. I just wish the vibe was a...

No complaints about the food, however, the customer service is absolutely woeful.

My mum went to Gail's today and she had a really bad experience with staff.

She was patiently waiting in the queue to be served, however, customers that arrived after her were warmly greeted by staff and asked to order. My mum was completely ignored and was let down by the staff in store this morning around 10:30ish (15/08/22).

Staff need to treat every customer the same and fairly and not favour customers that are further back in the queue.

Additionally, my mum pointed out that the almond croissants appeared overcooked and kindly enquired if there were any fresher ones available but was rudely told that there werent any fresh ones being baked at the time.

My mum often buys almond croissants from here and now wont be returning after this...