GAIL's BakeryReviews 

I got the worst food poisoning of my life here. Me and my husband both had the chicken parm bun and we have never been so unwell in our lives. It was the only thing we ate that day that was the same, and had v&d severely all night - me for over 8 hours solid. I'm pregnant and nearly had to go to the hospital to get an IV due to not even being able to keep a sip of water down. Response from Gail's was disappointing to say the least, the assistant manager didn't know what to say to handle it effectively (also
told me that most food is cooked already and reheated, and that they can leave things out for two days). I had to ask for a refund, they only refunded the items that made us sick and no offer of anything else - not that I would have wanted it. The 'enquiry/ investigation' claimed nothing was wrong with the food and was clearly a copy and paste job from a script. I'll never be going here again and advising others not to. I've worked in food services and feel like this was not dealt with effectively or with any empathy.

The Woolwich branch staff are so lovely, friendly, and incredibly helpful. They always make me feel welcome and are very professional and hardworking. I love going there because the customer service is excellent, and everyone is so kind. I’m also very happy with the products they’re always great quality. Thank you to the whole team for providing such a wonderful experience every time!

As a tourist i love this place foodwise and seatingplaces wise. There is choice in healthy food and pastries, coffee is good, personel friendly, BUT apparently cleaning does not have a priority. I have been to two places and both of them had dirty uncleaned tables still full of dishes everwhere, dirty toilets. Such a waste, it does look like a place i would want to go every day.

Always overpacked and never enough people to assist. Best popping over to the independent coffee shop just next door for a friendly chat and tasty bites.

Closest to work is the Holborn branch. Every hot day they run out of ice by 11.30am! Every other coffee shop and cafe on the street has ice all day except for them. It's ridiculously poor management and proves that they are so overpriced they can afford to lose masses of revenue day after day. Either that, or they will soon be disappearing!

I’m genuinely confused as to why Gail’s invests so much in producing high-quality food and coffee, yet seems to pay so little attention to customer service standards.

This morning at Gail’s Paddington Square, the experience was disappointing from start to finish. The member of staff on the till was abrupt and unwelcoming, making me feel as though my custom was an inconvenience rather than appreciated. When my coffee was prepared, the cup was noticeably underfilled, leaving a significant gap at the top, and I had to ask for it to be topped up.

What made matters worse was that staff were speaking to each other in a foreign language and then smirking amongst themselves, which came across as unprofessional and disrespectful. Whether or not that was their intention, it certainly did not create a welcoming atmosphere.
I left regretting my decision to stop there for my morning coffee, which is not how customers should feel after paying premium prices.

I have again to note a negative experience of Gails in Highgate. I find mobility difficult so when I entered I rested on the counter. The assistant by the till ignored me, someone else came in, pushed past me and was immediately served. Had I been fully mobile at that point I would have walked out, but as it was, another customer came up to ask if I were all right. I said I was trying to decide whether the staff wanted to serve me or not. At that point the member of staff from the till came to pick out a cake for the customer who had pushed past me, and acknowledged me for the first time. I explained that I was trying to ascertain whether the staff were interested in serving me. The customer who asked about my state then told the staff member that she was horrified at the behaviour of the member of staff who had queue-jumped and she owed me an apology. I said to the queue-jumper that he owed me an apology too. Both were given in a mealy-mouthed way. The irony is I would not have gone to Gail's if the Highgate Pantry, immediately opposite, had been open, as it is better value, as well as more friendly and welcoming. As it is I cannot go to Gail's again until I have assurances that all customer-facing staff will take unpaid leave to improve their understanding of inclusivity, and a policy implemented to refuse service to queue-jumpers.

Crouch End - Such a shame as I am a regular. Lately the staff seem unmotivated and miserable- and the facilities are dirty.

Customer service and offering has seriously gone down hiill since they changed to ‘baking in store’ Been going since Gail’s opened, always early morning. Now you can’t get items like pecan crumb until 12pm when could get 8am. Not a lot of choice at 8am bearing in mind opening time. I asked for eggs at 8am and said it would be at least 20 mins away with only 2 other customers sitting in. Said about my experience of not being able to buy a pecan crumb nowadays around 8am, assistant blames the change to baking in house (as they all do). I said well been getting for years, really not good and husband not happy to which she said ‘I’m sure it won’t do him any harm to do without it’ !!!!! Seriously that is rude not even just poor customer service, if I hadn’t been with a friend I wouldn’t have sat in for a coffee and toast!!! Too many other good places to go to put up with that now

Customer Service needs a rethink. I went end of the day to pick up a 2 Good to Go bag. Okay, not a proper customer but still spending money and the Lady dealing with the order couldn’t have been more grumpy. Another customer walked out due to her being so rude and ignoring her. I get it is the end of the day and someone could be having a bad day but this is the second time ordering and it’s the same dreadful customer service.

Really enjoyed it and the staff were lovely

when visiting these bakeries you can be sure of always ,good service,fresh bakery products,this week i visited richmond on Thames, 2 visits Sunday and Monday,I live in bristol and my favorite store is whiteladies road where I beleive staff and management are 100%.
so why am I doing this reiew?,because in this present time we are living its very easy to complain and write a bad review,maybe people are too eager to dismiss something,too expensive ??,all I can say is that I have only once received bad service but the server was new and is no longer there,the food has always been 100% fresh,I have never never had any pastry etc.that was not baked that day,at 76 years old i realise you get what u pay for,for the above reasons I continue to go to Gails,thinking on the fact I know that I'm gonna get the same service and food no matter what store I go in,for all the keyboard warriors just stop a moment ,these guys are on their feet all day,they work hard to please you,its their job ,enjoy the coffee and eats,if its too expensive go to Greg's and sit in your car,it will be cheaper maybe but dont u deserve a nice experience because that's what Gails is ,take the children pull up a chair and relax.(no i do not work or am affiliated to gails)

Beckenham - tea mugs not properly washed with tea stains on both inside and outside the mugs. Ham and cheese croissant - ham so dry it stuck in your throat - avoid this place like the plague

We visited the Southbank Gail branch and I have never been so disappointed.
The vibes in the bakery are lovely, however, the allergen practices within the bakery are clearly not at standard. Nutty based products being in the same case as other non allergen foods and the topping of said pastries all over the others. We tried to order an oat turmeric latte to which we got told they cannot do. I then asked for a normal turmeric latte and the staff responded with an attitude “I just said we can’t do that one” which I found very rude and unwelcoming.

Gail's @ neo bankside is no good... Nepalese barista serving was very rude & being too smart !! The cashier lady wanted to charge me for stuff which we were not going to order, just enquiring about it !!

Gail's @ worthing was not clean at all .... omg the crockery wasn't washed properly !! Why ??

Gail's @ canary wharf is OK, the manageress is super rude but the rest of the staff is super sweet ❤️ only the staff not the manageress...

Bought a small round carrot cake (which was lovely) and a small latte in the Hitchin branch - £13.50 !!!!!! To top it all my experience was capped by a screaming kid all the way through.

Just paid £8 for two slices of toast with (very small bit) of salmon on the side. Complete rip off. In no way was this worth the money!

Not value for money! Ordered the pastrami Rachel sandwich on Deliveroo from the Gail’s bakery in Crystal Palace. £9.20 for a sandwich that’s 8cm wide and 16cm long! Very disappointing.

I met a friend for a coffee here . I see myself often now with great coffee and lovely staff welcoming.

Thank you Lewis for a superb customer care. No questions asked when a refund requested in a hot day for a funny looking milk. Little I knew it was the way milk is treated. While I was gathering words to apologize a commplementary coffee with amazing smile made my day😊

Tasty food great costumer service and appropriate prices