GAIL's Bakery Reviews 

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

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 @ waitrose Canary wharf the staff is super sweet ❤️

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

Excellent food

was very disappointed by what I witnessed during my visit to Gail's. Staff were preparing and handling ready-to-eat food with their bare hands and were not wearing gloves, despite serving food directly to customers.
In the current environment, customers expect high standards of food hygiene and food safety. Seeing food being assembled without gloves or any visible hand hygiene measures was concerning and did not inspire confidence.
For a premium bakery that charges premium prices, I would expect much stricter hygiene practices and better attention to food handling procedures. Food safety should always be a top priority.