GAIL's Bakery West Hampstead — Restaurant in London

Disappointing experience at the West End Lane bakery. I am a regular and in the past used to get my coffee stamps on the actual card but apparently these are not accepted anymore even though I had saved some free coffees. I therefore proceeded to using the app and sometimes doing ‘click and collect’ to save queuing. I’ve never had any issues, as they can always see my orders, this morning they said it hadn’t come up so this afternoon as working from home dropped for my afternoon coffee. I asked the lady at the counter (who I believe is the manager) if my order had come up on their system given it didn’t show up in the morning (until once they made the coffee). The lady responded in a rude tone “No it hasn’t come up and you keep coming and showing us the same code”…..word for word in front of other customers who were looking up. How embarrassing!!!

I was flabbergasted and proceeded to show her the confirmation receipt which shows the time and date and the she checked the system and said the order has just come. This was so embarrassing in front of other customers (seated and in the queue), accusing me of not placing orders but merely showing same code over and over. This was clearly not the case and when I politely challenged her asking I could show her the order history and my bank account associated so she could see, she was embarrassed.

Hugely disappointed as I enjoyed going to Gail’s , but especially as a regular I would have expected much better or at least politely ask to see the receipt and order confirmation (date/time etc) before accusing me of “using the same receipt code every time I come”. If I am correct that she is the manager, honestly this is even worse.

Even more of a shame as I used to love going their with my toddler son to get his babychinos when I would get my coffees and most of the staff are pleasant...

Very happy with the friendly staff, they are very helpful and friendly! They are the only reason I am still going to this store. High compliment to the morning staff everyday! They all deserve a pay rise! But not happy with the shrinked size Ham & Cheese Croissant! It used to be all standard normal size, recently the ham & cheese croissant provided to the store are a lot smaller than previous standard size Ham & Cheese Croissant, if you are shrinking the size then that is fine, but you can’t charge the same price! I felt I am being overcharged with the same price but smaller sized ham & cheese croissant. I was happy to pay for a standard size croissant.

Don’t know why Gail is shrinking their croissant size as I have been a very loyal customer for years, and I can’t believe Gail is also saving cost for a smaller size croissant. If you want to serve a smaller size croissant, the price match for the size should be in place.

Gail as a company should start investigating this issue before your customers go...

I had the pleasure of enjoying the best breakfast at Gail’s Bakery in West Hampstead, and I genuinely can’t recommend it highly enough. From the first bite, I knew this was the perfect place to start my day. I ordered their classic avocado toast, which was perfectly prepared with fresh ingredients and a beautiful presentation. The flavor combination was outstanding—the avocado was creamy and seasoned to perfection, served on a freshly baked slice of bread with that ideal crunchy-yet-soft texture you only find in artisan bakeries.

To complement my meal, I had a latte that did not disappoint. It was rich, with a depth of flavor that only comes from a well-made coffee. Plus, the atmosphere at Gail’s is cozy and vibrant, with attentive service that makes you feel welcome from the moment you walk in.

If you’re looking for an exceptional breakfast experience in West Hampstead, Gail’s is the place to go. I’ll definitely be back, hoping every visit is as memorable as this morning. Highly...