Pret A Manger — Restaurant in London

I visited this cafe on Friday, October 20th, around 8-9 PM, and it pains me to leave a negative review, as I've been a loyal customer of this chain for the four years I've lived in London. However, on this particular visit, I encountered an unpleasant rudeness.

I came in, as usual, to order my favourite coconut matcha latte. Upon receiving my drink, I quickly realised it was scalding hot to the touch and impossible to hold. I politely approached one of the staff, a tall, dark-haired young man with slightly curly hair, and requested a small additional cup to pour the tea into, hoping it would cool down faster. Even though I knew this wasn't standard procedure for preparing matcha lattes, it was boiling. To my surprise, this particular staff member, whose name I didn't catch, made it very clear that he was from Ukraine and flatly refused to provide me with a separate cup. When I asked why this refusal was, he responded rudely, stating that they couldn't afford to hand out cups to customers like me every time, insinuating that I was a repeat offender.

What does "customers like me" even mean? Is this the new communication style adopted by your cafe? Subsequently, I asked for a coffee stirrer, and he was equally reluctant and made a disgusted face when I, flustered by the encounter, momentarily forgot the English word for "straw." Are you serious? The city of emigrants and I will be humiliated for the incorrect pronunciation of English words?

However, what baffled me the most was that while I stood aside, attempting to cool my beverage, another customer, a young man, approached the counter and asked for two cups without any issue. This blatant double standard and unequal treatment left me bewildered.

I came to your establishment seeking a pleasant experience but received rudeness and disappointment. This is not the service I have come to expect from a brand I have been loyal to for so long. I hope this review serves as constructive feedback for improving the customer experience...

I love Pert so much I can't even start my day without a latte from Pert! Every branch I’ve been to has the nicest staff and manager ever

Unfortunately, in this branch the manager (who dont have his name tag on) was “managing the cafe” by harassing customers! He kept yelling on everyone ! as if we were in a military?! a cafe is a place for people to relax and unwind for a bit not to get yelled at!

In our case my sister got her latte first and wanted to add some sugar and get some napkins so we head to the sugar table and we place our croissant on the table just for one minute and then they call for the 2nd cup. I went to grab it then the manager came and yell at my sister telling her that this is not a place to eat that she needs to move her stuff.

My sister quickly moved her stuff and we went to the stand on Table, to have him coming over again disturbing our coffee break as he wanted us to stand in line to leave space even tho we were the only one standing no one was around he wants us to move like an army! Its a coffee place for god sake and i turned to my sister telling her that i just want to have my coffee and he came back with attack mood asking what?! he wanted to pick up a fight with a customer!! And i told him that he kept asking us to move. I was trying to have some coffee! He kept talking back to me and being very rude, so I started packing my stuff to leave and I told him to stop being rude. He followed me and said no I’m not rude instead of apologizing.

Unfortunately, I’ve seen so many comments on the same Manager. I really hope that Pert’s management do something about it because he Ruining...

Absolutely atrocious customer service from what appeared to be the manager in a black shirt.

I ordered 2 lattes and was waiting for quite some time for my order. Customers after me all picked up their orders and went off, I'm still waiting. Then I see 2 cups being made, I think great, their mine, but the manager gives them to another customer who came after me.

By this time, the guy who served me noticed that I still haven't received my order, he has a word with the batista, she makes one latte and the guy says that's yours, the other is coming. I'm still waiting for the second cup, and the batista is making drinks for other customers. Quite clearly either my coffees were given to someone else or they were forgotten about (the barista is making my order in between other orders). By this time the manager asks ,are u still waiting? I said yes, my second cup, and the guy who served me by this time brings it.

So as the manager is talking to me, I took this opportunity to tell him that it took quite some time for the coffees. He then turns to me and starts having a go at me telling me how busy they are and starts pointing at the queue. I explained that all the customers that came AFTER me have gone, I've been waiting ages and before all these people in the queue. He still continued to berate me in an extremely condescending manner.

I'd suggest you give this manager some training in customer service, it's beyond me how he made manager.

All it would have taken is "Sorry about the wait, I do apologise". No problem, I would have moved on. But his attitude was...