Patricia S Aiu

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Verified Reviewer
| map-marker Newbury, England

Unacceptable Customer Service at Gail’s Bakery Barnes/ London

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I am writing after my disappointment and concern following an extremely unpleasant experience at one of your locations this morning around 7:10 am. I visited with the simple intention of purchasing a pastry, but what I encountered was a complete disregard for basic customer service and respect.

Upon entering, it was apparent that a delivery had just arrived, as the counter was covered with boxes.

I waited quietly to be served, and while one of your bakers did notice me, it took some time before I received any acknowledgment. Eventually, a staff member, Kristine, emerged from behind the boxes. Her demeanor was one of surprise, if not annoyance, which was unexpected and unprofessional. Concerned by her expression, I politely asked if she was alright, only to be met with a rude response, asking bluntly why I was there and what I wanted.

Startled and taken aback by this rudeness, I requested to speak to the manager.

It was then revealed that the other staff member behind the boxes was, in fact, the manager, Pauline. She reluctantly came out to speak with me, yet offered no apology or attempt at understanding my concerns. Her only response was that they were busy with delivery, as though this excused the poor attitude and lack of service.

Shocked and disappointed, I informed her that I would not be making a purchase and received a dismissive response in return: thats okay.

I am appalled by this level of unprofessionalism, not only from Kristine but also from Pauline, who as a manager should be setting the standard for respectful and courteous customer service. I understand the demands of managing a busy bakery, particularly during deliveries, but this does not justify treating customers with impatience and disrespect.

Due to this experience, I will not be returning to this location, and I feel compelled to share my experience with others

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User's recommendation: Very poor customer service

2 comments
Guest

There are too many other bakeries in the area for you to worry about these losers. If they can't handle delivery of stock as well as serving customers at the same time, they need to ensure deliveries are made outside of store hours.

Arkie Cfv

Sure.

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Candace Rur

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Maidenhead, England

Problems with Gail's server capacity during peak hours.

Cannot access loyalty app at busy times of day when I have a strong phone signal. I've spoken to other customers and they are having similar issues. This company needs servers capable of handling demand at peak times.

Furthermore, your new napkins are thinner than toilet paper and are quite pathetic considering the cost of goods in

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User's recommendation: Complain when Gail's software doesn't work.

Ellarae Zsh

Left blue water bottle at South bank store. Up

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I bought some pastries and a cup of coffee. I had a blue water bottle that I left on the bench seat. I attempted to call several times, no one would answer the phone.

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Preferred solution: Communication

Georgette Nqa
map-marker Scarborough, England

Complain

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Hi my name is Marcia and Im good client I been almost every day.. in Richmond today at :900 am I been in your store and I ask the guy dont put your hands inside the package And he said I use gloves I sad to him dosent matter I dont want ..! Well he dosent very rud guy I dont know him name but he treats very bad clients So anyway speech to him thank you he is bit big guy I dont now him name

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User's recommendation: I don’t know

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