Gails Avis 14

The most disappointing person is the owner of Gail’s, who acts like a celebrity. In his opinion, everyone should recognise him and his dog. He treats people without respect. On several occasions, he has told management that “this person” is no longer working there simply because he didn’t like something.

He appears polite on LinkedIn, but this is definitely not reflected in how he treats the people who work for him. Ideally, he seems to think that staff should only drink tap water and not be allowed to eat or drink anything from the store. Staff retention is very low... well... There is a lot of toxicity in the management, but it’s not surprising if it comes from the top.

The bread was stale. I know its 21.00 int the evening but it should be better standard. This cost me £6.50

I visited Gail’s Bakery in Victoria and unfortunately had a very difficult in-store experience.

From the moment I arrived, communication at the counter was poor. Coffee sizes were not clearly explained, the menu was difficult to read in a noisy, busy environment, and I wasn’t offered any guidance when I was visibly trying to understand my options. As someone dining alone, this felt particularly uncomfortable.

When ordering food, I asked for clarification about eggs and whether they could be added or served on the side. The explanation I received was unclear, which led to a dish arriving that was very different from what I had expected. Although the chef was kind and apologetic, the manager’s response was frosty and unhelpful, and there was no real attempt to resolve the situation with care or reassurance.

The refund process added to the discomfort, requiring me to repeatedly explain myself despite being told a refund had already been agreed. Overall, the experience left me feeling embarrassed and unsupported, and I wouldn’t return to this branch.

That said, I do want to note that head office customer service was excellent. My complaint was handled promptly and thoughtfully, and I was issued a £20 goodwill voucher with a clear acknowledgement that the in-store experience was not acceptable. That response was professional and reassuring.

In summary: the Victoria branch experience was extremely poor, but Gail’s central customer service handled the situation very well. Better staff training and clearer communication in-store would make a significant difference.

£3.50 for a cup of tea at Gail’s on The Cut. Table hadn’t been wiped, dirty dishes everywhere, mess in the floor and they didn’t even bring the tea to my table. This was at 4 pm, not busy, girls standing around chatting instead of working.

I’m a regular at Gail’s in Petersfield and want to say how consistently great my experience is in there. Customer service is always great, and the baristas Tom, Ollie and Molly always make the best coffee, never had a duff one yet. Bread is delicious and if you’ve never tried the jam do it, it’s the best 😊

I went in with my daughter who had coeliac disease and literally no cakes or biscuits she could have! Its not difficult to provide packaged items such as biscuits or flapjacks gluten free but nothing on offer! We will not be going as your closest competitors all have at least some gluten free products!

Visited Gail's Strand. One of the guests was gluten intolerant and Gail's had nothing Gluten Free at all but didn't advise until other items had been ordered and served. Very disappointing

My white Americano coffee was no more than an Insipid coloured water, not good enough by for a charge £3.40. In Europe we would have sold is as a leche manchada, a stained milk, not an americano.

I visited the Herne Hill branch of Gail's. I found the staff very pleasant, helpful and conscientious. The range of food is amazing, the coffee is delicious. The premises is very clean as are the toilets. Our German friend always said that you can tell the quality of an establishment by its toilets. It's so true!! The toilets were spotless lots of toilet paper, plenty of soap and hot water. The toilet bowl was sparkling.

Gail’s Putney. Love Gail’s but you’ve screwed up in Putney. Lazy disinterested staff today. Tables not cleaned, customer not spoken to until the demanding task of making a pot of tea for another customer is complete. Says tea then not collected by hard of hearing older couple who then got shouted at that it had to be collected. Not good enough for your excellent brand.

DO NOT go to Gails East Sheen. The service is disgusting!!!
I asked them for a sandwich that wasn't on display, they called me a liar, told me they never sold it and said I obviously bought it somewhere else?!?!.!
Such disgusting service from staff AND the manager!
DO NOT go to this Gails!!!!

Gails has taken over the location were Patisserie Valerie was on Wimbledon High Street.
The staff here are rude, they got the order wrong twice and when I mentioned that I had originally asked to have my drinks not for take away but would be sitting outside they informed me I would have to go back and order because the price would change.

I will never be going back to this place again.

I went to Gails in Lewes today but because of the computer outage, it was cash only - I had no cash, so they gave me everything for free! How nice is that. Lucca and Max were particularly helpful.