GAIL's Bakery - Kennington Reviews 3

I’d like to give a huge shout out to Lucas for his outstanding customer service at the Kennington Park Road) location. I walked in, it was clear that Lucas goes above and beyond the usual level of service you’d expect.

He wasn’t just serving customers quickly and efficiently he was also helping his colleagues, managing the till, keeping customers informed about their orders, and even jumping in to help make coffees and assist in the kitchen when needed. His communication with customers was friendly and professional, making everyone feel welcome and valued. I come in to this store regularly and always have to wait longer than today. This is the first time I’ve met him and felt the difference.

It’s rare to see someone so dedicated and proactive. Lucas’s professionalism and teamwork really stood out, and it made my experience exceptional. You can tell he takes pride in his work and genuinely cares about providing top-quality service.

Just too expensive but really lovely products
More plant based food would be welcome

Did not think that pointing out that their staff had wrongly billed me for two items as a take away would cause him (the staff) to get so ANGRY by pushing the till and everything else on the counter (from where the till was to where you pick the coffee from) causing such commotion. Cutlery and coffee cups were all over the place and floor.
It was a simple query and polite ask on why he charged me for 2 items that were takeaways together on the sit in bill.
His answer was : The system only recognizes that these 2 items also as sit in. Surely, he should remember that they were NOT sit in items. I then said, simply refund me the full value of £7.40 and then I would happily pay the take away price of £6.30
He was slowly getting annoyed and agitated by this time and still not resolved the matter. His manager came by and asked if everything was ok.
I explained to her what I had requested, it was then he suddenly threw his tantrum and stormed out of the store.
The manager simply gave me another refund for which I do not understand why. She then proceeded to clean the mess up leaving my husband and I totally confused and proceeded to eat and drink what we had ordered. Before doing that, another member of staff told my husband "Just don't make matter worse!". How dare she say that when we were NOT the ones causing the commotion.
After finishing our meal, I only managed to get the Manager's attention for a paper bag to take our items home.
1. We were most upset that for something so simple and within our rights, this member of staff would throw such a tantrum.
2. The manager thought it was more important to start cleaning the mess up (she had about 3 other members of staff to do so) than to attend to us.
3. A member of staff telling my husband to NOT make matters worse!? You kidding me?
4. The manager only managed to grovel and apologize after asking for a paper bag.
5. Leaving the store we saw that staff at a corner of the road, we avoided him, unsure what he might do next.

We reported this to customer service who unfortunately ONLY said they were sorry and the usual generic answers you would get as there was NO mention as to where the incident happened OR if the manager reported this incident as she assured us she would. To add insult to injury, they gave us £10 e voucher which to be honest would NOT cover for much with the exuberant prices for their products.
One thing is for sure, no more Gail's for us. Many other places to eat where they care for their customers.
This incident has left me anxious and questioning, where does my right lie if only asking and pointing out (POLITELY) for what was rightfully mine, that a member of staff would start showing his/her temper or even hurt someone?