Pret A Manger — Restaurant in London

I am writing to express my deep disappointment and distress following a humiliating and degrading experience I had at Finchley Road on the evening of 28th May 2025 at approximately 6:45pm. As a long-time and loyal customer of Pret A Manger, I am appalled and heartbroken by the way I was treated — with utter disregard for basic human dignity and compassion.

I entered the store needing to urgently use the restroom. As someone who is diabetic, my condition requires me to have immediate access to toilet facilities, especially when nature calls unexpectedly. I kindly asked to use the toilet, explaining my situation, but was coldly refused by a Black female staff member who, despite appearing apologetic, showed a disturbing lack of empathy. Her justification? The restroom had already been cleaned.

Let me be clear: this is not acceptable.

I was not asking for a luxury — I was desperately seeking relief due to a medical condition. The refusal to allow me access, knowing I was visibly distressed and trying to catch a coach shortly thereafter, was not only unreasonable but inhumane. As a result of this heartless decision, I was forced into an unthinkable situation: I urinated on myself. In public. Like a child. The shame and embarrassment I felt — and still feel — is indescribable.

To be treated this way by a company I’ve supported for years is nothing short of disgraceful. Where is the training? Where is the humanity? I was not a threat, nor disruptive, nor disrespectful. I was simply someone in need, and your team turned their back on me. The physical and emotional toll this experience has left on me is immense, and it could have easily been avoided by exercising just a shred of understanding and compassion.

I am demanding a formal investigation into this incident and a response that acknowledges the seriousness of this situation. This is not just about poor customer service — this is about dignity, accessibility, and decency. I expect Pret A Manger to take accountability, provide an explanation, and most importantly, implement training and policy changes so that no one else is subjected to such appalling treatment in the future.

I await your...

I ordered a latte and berry croissant around 18:45 (2nd Feb). As the staff was putting the croissant in the bag, a lady (who just got her coffee) next to me said to the staff "but the croissant is burnt". I was about to take the croissant, but the staff took it back from my hand and threw it into the bin without any explanation. (And the lady said "oh I could've had it") Then he took the other (and only one left) croissant, put it in the bag and threw it into the bin right in front of me AGAIN, without talking to me. AND EXPECTED ME TO ACCPET A RANDOM PASTRY THAT I DIDN'T ORDER INSTEAD. I was so confused of what was happening and didn't get a chance to speak through the whole time as everything was so bizarre.

You might have had a bad day, and that lady probably got on your nerves, but what does it has to do with me? I didn't eat for the whole day and thought I could grab something between my shifts. But my break time was wasted on queueing and end up getting nothing at this place.

I genuinely wish that life would treat you better so maybe next time you can have some kindness to spare.

Oh, and don’t bother to tell me to go to Pret’s website and tell more about it. Pret is a...

Appalling service.

I would understand that but over the past few days I have been shocked to notice that instead of a strong black Americano I receive a filter coffee. As inflation rises to have the prices of coffee in Pret. I do have the £25 subscription but I am not paying £25 a month for filter coffee I could have at home.

I am not sure if anyone else is experiencing this but after coming to this Pret every day for the past three or four months they have failed to notice that whenever I enter the building an order my order I go to the bathroom. I don’t know how they’re incapable of noticing this and whenever they shout “strong black Americano“ and nobody comes for it, they just throw it away.

Please fix this issue as I know of a Pret near me and trust me if I did I would’ve relocated straight away. Also please educate your staff as a I have previously seen in these reviews, how to make the...