GAIL's Bakery Richmond

Cosy cafe with nice atmosphere, friendly staff and tasty food. Visited it shortly and was served quick, the coffee was excellent as well as scones. The croissant could be better, but still not so bad.
They sell nice handmade sourdough bread there, top quality

Nice coffee shop with some atmosphere. The honey and walnut sourdough is amazing toasted with salted butter

All the food looks delicious, it’s hard to pick one! Every time we are there it was amazing and the bread is always delightful! Coffee never disappoints and the service is always nice and friendly! They’re happy to recommend stuff and help you out and I love to go there a a treat as they’re near my home and work! Big well done ❤️

We came in this morning and we’re served by two of the staff here. They were exceptional - very child friendly and even helped cut a straw for our daughter that was too long. I have no issue spending money with a business like this. Well done for setting a high standard.

Visited today this branch to get a soup. I was served extremely unpleasantly by the lady. She was very unwelcoming and also didnt even tell me what type of soup is on the menu today. Then she didnt even offer a piece of bread with it. I have only realised on my way that there is no bread added and had to come back. When I asked to have a piece of bread - she looked at me like I owed her a long term debt.
I usually go to either Wimbledon or Southfields branches, but the service there is amazing. I definitely did not expect such service in Richmond branch!
It looks like Gails doesnt have customer service standards and doesnt apply it across all their branches, which is quite poor.

A cappuccino is NOT a latte .. you need to train your barista this .. over milky coffee with a pattern on top and she asks if I want chocolate on top ! I threw half of it away as I didn’t get a coffee kick & it seems other reviews say the same , don’t offer a cappuccino if you can’t find anyone who knows how to make one , I’ll have to stick to a flat white it seems ( If I go there again )

Great Cappuccino and menu items! I had their baked eggs which was very good! Ample seating! Will highly recommend this place!

Went to buy a loaf of bread only to be told they closed at 5:30pm when Gail's website and Google both stated that the closing time was 6pm. Despite having bread in store they refused to sell me a loaf.

The member of staff acknowledged that I was a regular customer but still refused. He also said that the closing time change three weeks ago. And the fact that website and Google is not updated has nothing to do with the store!

I complained to the customer service and was initially fobbed of with a cut and paste email and a £5 voucher. No explanation as to why this took place.

I then told customer service that I expected more then a voucher I wanted an investigation and explanation.

The girls on the phone was lovely. But all she came back with was that they were running a trial and the store hours have reverted to the original times.

Honestly the lack of communication within an organisation of this size is really appalling. FYI store manager Google times can be updated by you yourself by just making a suggested edit.

I hope the CEO reads this I'd love a response as to how the company is going to make a change to the processes.