GAIL's Bakery Harpenden — Restaurant in St Albans

We stoped in at Gail’s for a coffee Sunday 21st August at about 2.30pm. It wasn’t very busy. We ordered a flat white coffee a tea and two sausage rolls This cost £15 !!!!! Ridiculous!! My friend asked if the sausage rolls could be warmed up .. and was told by one of the most rudest and ignorant guys she has ever encountered, this could not be done She asked why ? and was told “ we don’t warm up sausage rolls” The Flat white coffee is served in the smallest mug I have ever seen and was at best warm coffee !! I went back to the counter and asked this individual “ can I have some hot water in a jug. There was a pile of steel jugs on the counter, I was told he could not give me a jug ? I asked why ? he shrugged his shoulders and said I can’t. I asked if he could give me a cup of hot water and was told I could have a paper cup of hot water.

Gail’s is expensive and the staff on that day are rude. For £15 I would expect a decent sized mug and if I want my over priced sausage roll warmed up !! I expect it warmed up. The individual serving seemed to be in charge ? It beggars belief

I personally will never go back there and would advise it’s owners to teach their staff some simple customer service and politeness !! You are not doing the customer a favour in serving them .. but they are doing you a favour in walking though your door .. there are plenty of coffee shops in...

I don't go in to Gail's very often and I do find it rather expensive so it is a treat. I find their Hot Chocolate cup, very very small too! The staff are generally friendly but today I witnessed the worst service imaginable. I arrived to stand next to a gentleman who I thought was being served. It soon became apparent that the lady behind the counter was "busy" rearranging the food, combining items and clearing plates. At no point did she look up to see a customer who was clearly waiting in front of her. This went on for a full 3 minutes (after I arrived) and then she walked off. Another member of staff approached the counter and took the man's order of a sandwich and cake. While she was getting the appropriate packaging, the first member of staff returned and picked up the sandwich. The gentleman pointed out that he had just ordered it and he was told that it was not available as they had received a Deliveroo order for it, so he couldn't have it. Suitably shocked and understandably annoyed he told them to forget the order completely and left. Shocking! I raised this with both members of staff and said that I thought they have made a mistake prioritising the Deliveroo order especially as the gentleman had waited for quite some time. They said nothing! Staff training non existent. I will not...

Food as expected from Gail’s as a chain, I occasionally pop in for lunch for the food offer and quality. However… Atmosphere: can vary, large spaces can get busy and noisy, specially with exposed kitchen, perhaps music choice and volume could be easier on customers. Inconsistency of prices: sometimes I get charged extra butter/jam to accompany a croissant, sometimes I don’t - price menu clarity may be useful - or staff clarity on this… Cleaning is also inconsistent, can appreciate on busy days, but disappoints for a company I assume to have standards on this. Service: inconsistent. Early Morning staff is often friendly and welcoming and prompt. Lunch time staff more than often rude, abrupt, often commenting colleagues behaviour.

Today (20/04/25) my lunch was served on a dirty cracked plate, no cutlery on tray. I had to ask the barista team for napkins & all… considering I pay to eat in - shouldn’t expect to remind staff what to hand me over. Also witness foods being brought to another table wrongly, and twice! - clear lack of communication between team members.

Please Gail’s, sort your staff training in Harpenden Branch…

No wonder I choose not to have a loyalty card, or not to walk in on...