GAIL's Bakery - Brentwood Reviews 6

Staff very warm and friendly today and as ever. Delicious hot chocolate and super hot as requested. My go-to whenever I’m in town.
Thanks again Gail’s

Why is the food in brentwood always burnt looks horrible and now card payments only will take my business elsewhere

Terrible Experience with an almost inedible bag via 'Too Good to Go.' Wrote to Gails customer service as well as Too Good to Go as I am a regular customer spending a lot of money monthy in their store and the email I received was an insult. There was no personalisation of my experience, it was a clear 'copy and paste' job which they must use for 'Too Good to Go' complaints and it took 4 days for this copy and paste email to reach me! I paid £7.49 for a wilted salad with two small bits of chicken and a small goats cheese salad. When I told the staff member I did not like goats cheese I was told 'tough' basically. They had so many pastries & cakes left on the counter too! Gails is a bakery, why are they giving me two old salads with wilted lettuce and hardly any chicken. It was a complete waste of £7.49 as nothing was eaten. Prior to this I spent a lot of money in this bakery but this has put me right off spending another penny with them. I can see from Trustpilot that the results are terrible so the customer service across the board is useless!

Staff quite indifferent towards the customers - tables typically not cleaned down both of which are disappointing features given their pricing.
Food good quality but cold with no offer to warm anything for you!
Hot chocolate tiny for the £4 you pay!
(Brentwood)

Today in this rainy weather the best thing is to have coffee and freshly almond croissants from Gail’s of course! Florin has been such a lovely smiley person ready to serve us and chat with my son. We love ❤️ to go Gail’s and have a nice coffee in such a beautiful atmosphere.

I had a very disappointing experience after visiting Gails Bakery in Brentwood this week, in which I ordered 2 coffees and 2 cakes (£16.00). I had the App, which collects stamps, and needed one more stamp to get a free coffee. The staff member serving me told me the stamp would take 30 minutes to show, so I needed to buy both coffees and I would get 2 stamps. However, I checked the App whilst I was having my coffee and noticed only one stamp had been applied. I told the staff member of this error who advised me to contact their customer service by email, as they were unable to add the stamp that had been missed. I subsequently emailed them with my experience and they replied saying only one stamp is given per transaction. They have not resolved the issue that the staff member had given me wrong information as their staff have clearly not been updated or trained with the correct information for customers. Their Customer Service have not apologised for their error in communication and they have not given me the extra stamp that I should have been given for their miscommunication, which would have resolved my complaint. The point of a complaint is to look at where things are going wrong and to improve services along with customer satisfaction. This is clearly lacking with Gails Bakery, as all the poor reviews left for them have a reply to contact them, however it is clear they do not resolve customer complaints.