GAIL's Bakery Richmond in Richmond upon Thames

Staff were absolutely miserable. Shop was quiet, coffee was just okay. Don't know what makes them so sour faced.

Really nice coffee, silky and smooth. But! It's always takes ages to get this coffee. Baristas can't manage with this flow of clients. The same situation on workdays and weekend.

Exceptional service levels, friendly staff and a tremendous atmosphere. Thank you to the friendly staff members i.e. Fabien (store manager), Mais, Eva, Ribhhya, Karolina, Wing, Olha, Seychelle, Jiyoung, Leila, Yasmin, Liru, Adrienne & Sarrol. Fun bunch and a great spot.

My husband and I visited the branch to purchase bread and decided to enjoy some coffee. Regrettably, our experience was marred by the rude behaviour of the baristas on duty. Despite the café being full of visitors, I found myself the sole customer awaiting my order. The two baristas, a girl and a guy, were engrossed in their conversation, seemingly oblivious to my presence. While my husband paid for parking and returned, I patiently waited for the employees to attend to my order. When I finally inquired about the status of my coffee, I was met with an unexpectedly rude response. Instead of receiving an apology, I was told, "Why don't you see that I'm teaching him how to make coffee?" This was accompanied by sarcastic comments, creating an unpleasant atmosphere. Upon receiving my order, I discovered that the coffee was cold, and the cappuccino resembled warm milk sparingly sprinkled with chocolate – a far cry from the quality one would expect. To add to our disappointment, we paid £15 for subpar coffee, abysmal service, and an overall negative experience. I kindly request that you address this matter promptly by not only ensuring your employees are proficient in making coffee but also emphasizing the importance of proper customer service and manners. Such incidents reflect poorly on your establishment and can significantly impact customer satisfaction. Regular customer, Richmond

Lovely food and coffee. Staff were nice and helpful . Worth a visit. Very busy, queue before 9 on a Sunday.

Great place to meet a friend :)

Good selection let down because you can’t pay with cash

Absolutely shocking service. I would say this was the worst customer service I have ever received. Arrogant and ignorant in equal combinations. I have written to the head office as it was so distressing. I was asked to leave the premise as I had my working dog with me. Who is highly trained, impeccably behaved and had his working jacket on so as to identify himself. Apparently they like to discriminate here.. allegedly. We were neither offered alternative seating or our coffee in to go cups. It was such a humiliating experience. They clearly had no idea of the law surround service/working or assistance dogs. A utterly shameful incident.

Awful. Their service is appalling. They serve the Deliveroo customers before the actual customers and they never EVER have any porridge left….won’t be going back.

With all this above the average price stuff, kitchen is closed on Sat afternoon. Whaaaat

Great place. The welcome and service are as warm as the bread straight from the oven. Busy and place is still spotless. When are you opening in Scotland?

Posh bakery with lush food and great coffee. Cannot fault it.

Ottimo per colazione, molti tipi di dolci e caffetteria. Qualche tavolino all' aperto e personale cortese.

I love this bakery. Quick service and everything is fresh and tasty.

A big Gail's with every kind of their special products and friendly staff

Nice place to relax, enjoy a coffee and a snack but eating in adds a huge amount extra to your bill so not sure how this can be justified.

The best sausage roll I've ever eaten!!!

just wow! delicious and freshly made! quick service and cool interior as well

Coffee was so nice! Best I’d had in a while ☕️ food was yummy as well!

Cinnamon bun was great but flat white was quite poor for the expensive price(£3.30) And till was badly organised.

Delicious hot chocolates with a choice of either sweet or dark chocolate. Very cherry friendly service.

Lovely breakfast choices, soups and light lunch. Friendly service!

Charging your guests seven pounds twenty for a cheese toastie is a crime against humanity. Period. Having said that the actual toastie it is out of this world. Probably the best toastie I have ever tried. If Michelin will start giving out starts to toasties I bet this one will get it real quick. That however don't justify extravagant prices. Seven pounds for two slices of bread and some fermented milk is a rip-off.

I would say its average here. Gail’s in chiswick is way way way better. The staff is so friendly, have a smile on their face and amazing customer service. The vibe is awesome. I was a regular visitor there and then we moved. Richmond is the closest now for us. Grumpy staff, always tired and the service is so transactional. Just asking ‘how are you’ would be a good start!! Gail’s should really investing in staff training on customer service.

Wow! The cookies are to die for!

SO rude, I can't believe this manager or team leader? The poor girl behind the till was almost in tears. I get that some of the customers are difficult, but that is not an excuse to take it out on your staff. Their cups and plates also don't seem to be cleaned very thoroughly, marks on them that do not seem to be fresh from the food put on them, really bad considering COVID. I'll be going to the Twickenham branch from now on I think.

A shame. The food is great, but I refuse to support a company where the managers of the branch are not only rude to customers (justified in some cases admittedly) but they also rude to their own staff, I don't know the context behind their actions, but badmouthing your own staff in front of customers is highly unprofessionally and extremely inappropriate. If they did something wrong you discuss it away from customers and at worst fire them, you do not resort to insulting them on a personal level IN FRONT OF CUSTOMERS. If anyone from upper management sees this review I would ask that they do an investigation to ensure that positions of power are not being abused in this branch.

Rude pregnant woman behind the counter. Will not come back.

I absolutely love Gail’s. Their sourdough bread is as close to San Franciscan sourdough as you’re going to get outside of the Bay Area. Delicious! They take American classics like chocolate chip cookies and English muffins and just makes them much better.

Not a great visit. Reigate Gail's was great. This one falls short. Much better option a few more steps down the road. Cafe milano

Usually look forward to stopping at the Richmond Gail’s after a morning cycle, however this morning was once again served by the same very rude member of staff. The guy got my order wrong, which is understandable when people are wearing masks etc., but then berated me because he got it wrong, claiming I’d ordered one thing and decided I wanted another after I had paid to make his life difficult. He then continued to make a big deal about it, arguing with me over what I had ordered/wanted instead of just solving the situation while a queue started to form behind me. Certainly won’t be visiting again if this is how Gail’s thinks it’s acceptable for it’s staff to treat paying customers.

It’s the worst food ever it’s unhygienic and they pick up the buns with there hands and the staff are so rude.

Just popped in for coffee, left with nice cakes too! yum

good spelt bread, i like their coffee too, very good

Nothing ever changes, the pavement outside Gail's in Richmond is almost always obstructed by bikes, buggies, signs and chairs! I wrote the following three years ago: "There are times when it gets almost impossible to walk along the footway outside this shop! And then you really feel like throwing Gail's tin chairs out into the road to make room to get by. (If Gail's management ever resolve this problem, then I shall review my rating) Tripadvisor are less than effusive about Gail's service here - but then they are, aren't they... wherever you go..."

Great variety of bakery products; the savoury scone and the jams are my favourites, but they can be a bit pricey.

Strongly recommend their sourdough breads. A wide variety and each one is amazing! Staff are courteous and make their best efforts at ensuring every customer is dealt with swiftly.

Best Gail's branch in London! The team is always smiling and polite! 🙃

Best coffee shop in Richmond and the cookies are delicious! :-)

Everything is top notch here and the service is excellent, they were very patient when I couldn't decide what cake to have! It's defo worth getting bread here too if you pop in for coffee, it's the best thing they do 😀🥖 The coffee tastes good, it's not especially strong but will please most people.

Always has been a great place for bakery items. Courteous staff.

At first the Lady at the till was a bit abrupt. After they they treated us very well giving us free vouchers and gifts

Amazing bread and awesome bakery! Definitely recommend to everyone ❤️ We just love everything they have...

Bad experience today. Had no intention of entering the shop, but dashed in stupidly without a mask to hand the payment card to by daughter who was at the payment till, as i did not want her to hold the queue. I was told my a worker that I did not have a mask, immediately apologised and dash out but had a constant barraging from a worker in the shop. Did not stop even when I was outside the shop.

Really friendly staff. Huppy people. Nice atmosphere.

Most delicious variety of fresh bread and bakes. Parking available outside. One issue: by 3pm - 3.45pm there is not much bread left. No rolls, no pastries entire shop is swiped off everything. Most bread is gone also. This would be fine if the shop would close at 4pm but the shop closes at 6pm so what is the point to be open without customers being able to purchase? I bet if you would bake more rolls and pastries it would be gone so why not? Do not understand why to be open till 6pm without having anything to sell..

Not bad but friend who was with me is lactose intolerant and asked for a cappuccino without normal milk. The barista told him he needed to pay an extra 30p

Lovely products & good service by efficient & polite staff in Richmond. In the past the service has been very slow & sometimes your order never came unless you reminded them - & even then it was slow. Today it was swift & the staff were great!! Very clean tables & toilet.

Not the best selection of baked goods compared to other Gail's I've been to. Maybe I caught them on bad day. Tables and amenities a bit dirty. But service was nice.

No carrot cake and bad tempered staff

What a great bakery in Richmond! I love their coffee and a large variety of bread & pastries - Almond Croissants & Cinnamon Buns are to die for! If you do not have a sweet tooth - try some of their breakfast options - love the avocado on toast :) Staff is very nice & welcoming and the attention to details is just amazing. Highly recommend it!!!

Great coffee, delicious but expensive food, miserable staff.

Quality of hot chocolate has declined. It is now a more watered down version. What happened to the lovely thick hot chocolate?! - Today’s was even worse - it was just warm milk!!!!!

I’m a huge Gail’s fan. I buy bread and baked goods weekly from various locations. Richmond is the worst location I’ve been to of the Gail’s universe. After my last two experiences getting rude service from the same person, I’m done with this location. The other person working is always kind and helpful, but the other woman (short with dark hair) is dreadful and has been consistently rude each time I’ve had to order from her. I will stick to the Barns and Chiswick locations going forward.

The cakes are nice but the staff can’t understand English. I ordered a peppermint tea and chocolate biscuit. Got an English breakfast tea and a cookie. Was ok with the cookie but when I questioned the tea with the barista he told me that’s what I ordered and he refused in a rude manner to make me a new one... not sure why he thought I would be lying about what type of tea I ordered. Bad customer service has put me off coming here again.

Ordered a toast with avocado and salsa. What I got was a fairly small piece of wholemeal bread with avocado spread over it quite crudely. The seeds were just lovelessly thrown in the middle. The whole creation was not worth £8.

What a lovely service received from Gail's Richmond. One of the best customer service I've received in a very long time. I've gone to Starbucks and Costa and nothing compares to the service received from here. Upon entering I was not sure what I wanted from the lovely selection of Pastries and treats, but Carmen was in a good spirit and was happy to assist me. A lovely Gentleman from the kitchen also assisted as I have allergies so he was able to recommend one of the new toasties which I loved :) I believe his name was Johnny. The team seemed in high spirits and I could tell they had a fantastic team energy between them, Abbie served me my Latte which I ordered, and she was really sweet. Her service was fantastic as she kept me occupied with good conversation while she was making my drink. What a fast efficient service. All in all I was impressed, and will certainly be returning to Richmond :)

Miła obsługa . Dobra atmosfera.

Nice food and ambience but staff let it down massively by being unhelpful and unpleasant. The kitchen staff are visible through the window - they don't use gloves when preparing the food!!! Would give the food 4 stars otherwise.

Overpriced (cappuccino £3.60, beans on toast £8), poor service and the ambience of a school canteen.

Nice scones and cup of English breakfast tea. However, the portion of English clotted cream just borders on being very measly. Shame as it was nice otherwise.

Richmond gails is Worst branch ive been too lack of staff caused them not to have half the items on the menu ready. It took them 40 min to prepare my sandwich causing me to miss my doctors appointment. None of there usually sandwiches were ready nor was their breakfast options available. Very poor customer service one chef and two other staff members causing long queues lack of clean tables. 👎👎👎👎

The people working in this Gail's make it. Carman and Abigail are so friendly and smile all the time, it's refreshing. The cooked food is generally pretty good and their baked items are superb.

british people be like: im bri-ish

I was served by a rude intolerant young woman. Pity. I usually love going to Gail's

Love this bakery always pop in for a treat when visiting my son.

Very tasty latte, adore that milky aftertaste, I don’t know how they do it, but they do it great!

That almond croissant😋 would be nice if more were made though as they are often all sold by mid morning.

Nice, cute place. My partner loves the coffee and their bakery is delicious!

I saw the focaccia on the window, finally bough £25 of nice food and patisseries. Very nice quiche and rolls. Awaiting my kettle to be ready to enjoy the attached picture (not alone to eat all of that - sadly :p ) Friendly staff and nice place to hang around. I will go back next weekend for sure. (Look at those scrambled eggs on toast 🤤 )

Nice coffee and cake but way too expensive.

Naughty kids are turn into pies, but kids still love it here...and are at their best behaviour :D

Good sandwiches and coffee. Well priced. Nice atmosphere

Good selection of bakery products. Nice cozy restaurant, coffee shop.

High quality bread and a lovely place to sit down and have a chat

Great bakery. Friendly staff and good food not only bread. Recommended.

Popped in for the first time this afternoon to grab a cappuccino to take away. The guy serving was really friendly and quick. Cakes looked lovely. Coffee was delicious. Used the bathroom too which was v clean.☕👌

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

Love this place - wonderful cakes, pies and tarts. Very casual environment. Should be more like this everywhere

Good cakes but not goid atmosphere.

Coffee and food are excellent. Interior decor is very pleasant although lighting is far too bright. Staff are friendly but service is sometimes a little slow.

Wonderdul but some cakes are expensive😔

Lovely family areas for breakfast and tea or coffee with your friends and family

Lovely cakes and the coffee is exceptional. One of the many reasons I come back every week.

The service is fantastic. The food is super. Compliments to the chef.

The best coffe ever I had ,team very efficient and nice breakfast.

Was served by a charming young man, thought the food was delicious and the monster fingers surprisingly yummy!

Good quality products great friendly service

I visit Gails nearly every day for my oat Flatwhite to have with something sweet (as best choice on range and quality in Richmond) and sometimes breakfast or lunch. The staff are almost like friends now, they are friendly, always busy, and committed. Its hard to find a place in London now where you can build a relationship with staff, as usually turnover so high in the service industry. Gails can I request more salad options that incorporate your hot kitchen with salad base? ie. Salad with avo and egg or salad with salmon, egg and avo! :)

Great people working there! Love the food and the coffees!

Good for breakfast snack. Pricey.

Friendly staff good coffee and very good service.

Gail's should be a lovely place to go, the bread is great, most of the food and cakes are good, but I feel they should stick to their knitting or sort out the service. We waited by the till to be served, then watched a member of staff come back to the counter and serve the people behind us. Then the food prep, which was as simple as putting a sandwich on a plate and popping a quiche in the microwave took 20 minutes. All rolled, we were in the shop 30 minutes before being able to eat. I wish they would sort it out, but I remember why I vowed not to go back after experiencing the same service week after week in the chiswick shop. Please sort it out, it shouldn't be that hard

I got a chocolate 🍫 muffin and 🔥 hot 🍫 chocolate. The muffin took 5⃣ minutes and the hot 🔥 chocolate took forever until my dad ( I'm a child) gave them a look and they started making the hot choccy.

Lovely bakery...toilet was broken though

Great cakes and coffee, relaxed atmosphere....

We visited Gail's three times over the space of three days spent in Richmond, one visit for lunch on 30th August and two for breakfast on 31st August and 1st September. I have only good things to say about it, namely the restaurant itself, the atmosphere, the quality and variety of the food and drinks, the staff and the service they offer. A special mention must go to Maria who, for me, is someone who is in their element, very much the perfect host! thank you for such an enjoyable experience.

Coffee shop would be rude it's more relaxed than that, touch of class about it and sensible prices too

Went to Gail’s last Saturday for breakfast when I was in London. It was so good my friends and I ended up going every morning for the rest of our trip. It was great food for a reasonable price in the area. The wonderful Italian woman (whose name I wish I had gotten) was always a warm and welcoming presence who was incredibly friendly and remembered us. Try the sausage roll or one of the cakes. They’re all incredible

Muy ricos panes, postres y hay buena atención