Paul - Hampstead in Camden

What is happening with the customer service at Paul bakery at hampstead? The girl with white robe looks like she hates peoples, I don’t feel to go there anymore to spend my money cause I probably needs to apologize to her if a dare to buy something from you guys !!! I hope the situation changes as I love Paul’s bakery and is a chame customers are treated so unwelcome.

Good sandwich but nearly 6£ each no more menu it’s become really expensive, use to like a lot this chain but price is now really expensive

Beautiful pastries! The pan au chocolat was so good!

I arrived at Paul around 10:30am this morning. Upon entering the empty store there were two female members of staff stocking the counter with sandwiches and pastries. I didn’t receive any warm welcoming, and wasn't even greeted upon my arrival. I’ve found this to be a common occurrence when attending Paul, my last experience was at the South Kensington branch where the staff were plainly rude. I waited for a few moments and checked out the available sandwiches. The staff seemed uninterested and their faces displayed a distain or a sense of unhappiness; I felt like my presence had upset them. The lady who served me (named Dulmani on the receipt) eventually asked me what I wanted. I ordered, a Coppa Ham and Cheese baguette and a cappuccino. I even sarcastically made the joke that the sandwich business must be a really serious business; a reference to the serious mood in the shop. The lady serving smiled it off. The cappuccino was pretty mediocre in comparison to other high street chains such as Starbucks or Pret. I would say Paul’s cappuccino was on the same level as Greggs or McDonald’s. The baguette was extremely tough, the bread was hard on the outside. It was tough enough to scrape and tear the roof of my mouth when trying to eat it. This is something I’ve also found to be a common occurrence at Paul - why is your bread so tough? All-in-all the experience was pretty underwhelming. I feel deceived because Paul has such a sleek image, yet the food doesn’t match up in terms of quality and attention to detail.

Lovely shop, good selection, and Gio is always super nice and helpful! 😉 Highly recommended!

What a beauty! I bought myself a delicious freshly baked baguette from Paul’s today and I foolishly dropped it straight on the pavement while wrestling with the dog. They gave me a fresh one for free! Touch of class, thanks guys

Love Paul the cake shop the cakes are out of this world 😍a bit pricey but worth every penny

Best cinnamon social ever !! Great server too

Also some people have said that they don't do the small croissants anymore but from my experience they do

Super expensive. Not as good as was expected.

Had a Salade Fermière, lovely red wine vinaigrette with it. Really nice but the amount of protein was a bit on the low side.

I have ordered two galettes des rois. My order was not ready. Customers who were buying galettes after me were served quicker.There is not much point collecting items if they have to be prepare in front of you. I actually mentioned it to the staff but the answer was only: it is worth ordering online... Poor customer service.

The coffee is excellent And the place in Hampstead is very nice

Top quality service! You try to call them to check the availability for a cake to pick up today and... they hang up on you! Well done Paul Hampstead staff! We will shop somewhere for our birthday cake.

Bought a palmier from Paul, Hampstead on Saturday, to take home. Totally rock hard! Contacted their customer relations direct, got prompt reply “our Palmier is intentionally caramelised, and its texture is expected to be crisp and crunchy rather than soft.” I had never said it should be soft – I don’t need Paul to tell me that. I have bought palmiers from M&S and other stores including Paul many times before and I had no problem. To accept their patronising apology, I have to download their loyalty app to get a free hot drink. Paul, loyalty??, keep your drink.

This review is to inform that new join staff at paul bakery NEHA DAHALE it’s her birthday today 15 oct

I made a substantial order of croissants, amounting to just over £70, for a school parents' meeting. Unfortunately, there was a mix-up in the delivery details, and the cafe's staff were not very helpful in resolving the issue. Additionally, we were incorrectly informed by a manager from another branch that we could obtain a refund from the Hampstead branch, which was not the case. Despite the significant amount we paid for our order, the Hampstead branch was also unresponsive and unhelpful in rectifying the situation.

Bit of a hit or miss. Bought a Palmier and a Pastel de Nata on Friday and it was incredibly delicious. Bought them again today on Monday and they were SO bad I actually had to throw them away. Both. I don’t if the chefs screw up the recipe or maybe they were 2-day olds or what but it was nasty. So nasty I actually left a google review. £5 pound that went directly into the trash

Coffee is great, croissant is amazing, staff are kind. However, no Almond milk, no indoor sitting.

My favourite place to have breakfast!

The cake here doesn’t seem fresh, overpriced and poor quality 👎👎👎

You can have a whole wallet of money but you can't buy coffee. Unfortunately, card payment only

Just grabbed a croissant this morning fresh from the oven, so flaky and buttery with just the right amount of layers. Must try if in the area!

I’ve been visiting my local Paul on Hampstead High Street for several years and the quality has always been acceptable, as much as it can be for a chain store I suppose. But as of late, the prices have skyrocketed, the sandwich size has decreased drastically (the bread is so thin, it’s laughable!) and they’re not even putting any mayo/ sauce in the chicken sandwiches anymore! 😂 it’s probably irrelevant to mention the staff working there are certainly not happy and it’s reflected in how unfriendly they are to customers. what’s going on Paul? some QC would be nice

Arrived with missing croissant and coffee spilled everywhere and broken lid. Second croissant arrived but flattened. Horrible service. They place a lid on top of the lid which makes lids not usable as they. break. Happen to my now 2 nd time. Won’t buy from there again.

Ordered via Uber Eats. Croissant missing, coffee not tasty, Lid broken and coffee spilled. Tried calling but couldn’t get through. Spent almost £20 for horrible service. Most coffee shops these days dropped standards. Could you please pay decent wages so employees will take care of your customers.

Staying locally with relative so we called in here for takeout flat whites Nice place and cakes etc. on display looked really good Our flat whites were disappointing and only warm.

They have a good selection of sandwiches. Nice cakes. But they need to use boxes for cakes place them in. To avoid it getting damaged

When I asked if possible to have the ham & cheese baguette heated up they said they could microwave it. Ridiculous they don't have a toaster. This is supposed to be a premium sandwich shop. It's not cheap, and yet they use a microwave

Love it!! Great service, great products. It feels like a little bit of France in England...

As before, friendly staff service and delicious Apricot Cheesecake!😋🍑👍Living in Hampstead for over 10 years definitely has it's advantages! Paul's in Hampstead never disappoints. The plethora of sandwiches, bagels 🥯, exquisite patisserie items, Italian, English etc never ceases to amaze me. Even during Covid the popularity never wavered.

Delicious sandwiches and amazing coffee! Definitely recommended!

The shop is nice and the food is excellent, but people behind the counter especially the young lady with the glass was unfriendly and clearly unhappy to serve people. The atmosphere is not good. While we were there, anyone who entered the shop was smiling, but their smile was gone quickly.

L’employé qui s’appelle Rossella m’a très bien reçu et conseillé, le magasin et très propre et je suis ravies de dire qu’elle me donne le sourire tous les jours Mon séjour à Londres fut parfait grâce à sa bienveillance Merci encore

Food is good but customer service is quite terrible. There's a lady there short with glasses, she hates her job and really makes sure you know it.

The orange juice I bought on 8th Jul 22 was expired on 7th Jul 22. but it was delivered to me.

Pedantry at the expense of customer service.

Nice quality! Only, they do not take Queens money. I guess they do not like royal’s.

I love this coffee shop! Every time I'm in Hampstead I stop here for a coffee and food

Lovely accommodating staff and also thank you for the NHS discount!

The macarons are to die for, especially the vanilla one - my absolute favourite!

Good bakery. But the coffee and tea are no good. They stopped doing small croissants - they were very good.

Great experience with my family, really good customer experience. products looked fresh and appealing, we bought some cakes

We always get our cakes from Paul's and in particular this branch. Staff are always friendly. The space os small so no sitting available.

I haven't been in a few years but I remember the cakes being delicious and the staff being patient and friendly. I'd go back here

Friendly staff, good sandwiches and pastries.

Opening hours on the website are incorrect. It states 6.30am, but the staff turned me away saying they are closed till 7am. This ruined all my morning plans :(

Lovely costumer service Order via Uber had a big delay due to driver not available (over 45min!) the person I spoke to on the phone was very nice unfortunately didn’t get the lady’s name they didn’t have an item available and replaced it and added a couple of chouquette ( was very appreciated!) and they remade my coffee so I got it nice and hot. Thank you for the help. A happy costumer

Always good, staff are quick and friendly

Stopped by this week as I was looking for a cake to celebrate my partner's promotion. I asked the employee if the cake was very sweet or was it light; did it contain nuts or did it not; my partner is allergic to tree nuts (except almonds) and he doesn't like decadent desserts but only ones that are light. The employee stated that "it is pretty light and only contains almonds". My partner tried it that night and he had an allergic reaction after only being able to consume two bites as it was too sweet and rich (thankfully that's all he had). We had to toss the £32 cake.

My gourmondise was delicious and staff got me a fresh one straight out of the oven. I will be returning

bought today a flat white and sandwich. Good quality as always

NO STARS in autumn 2021 from experience PAUL in Hampstead used to sell an authentic baguette. Went in this week, new staff, and a 'NEW baguette'. Stodge with an unpleasant after-taste. So be warned, although the branding is the same, it's not the original PAUL but a franchise. If you are after a taste of France, and artisan craft are pride in produce over profit, you'll find bakeries footsteps away, who do care about bread and appreciate that their customers do to.

love Paul and this place is great, nice team great products. love the promotions for lunch and morning coffee

I get my coffee from here on most mornings. Lovely staff, friendly service and delicious coffee and pastries.

Fantastic little branch. Food is top notch and the staff are friendly and polite

Love this place, ordered a coffee on Uber Eats and they delivered everything but NOT the coffee. And now to have a new coffee I need to extra pay for the delivery just because they forgot.

Love the mozeralla and tomato sandwich at Paul. Delicious! I recently tried the falafel sandwich as they had no mozzarella and was disappointed. I was bought one but a friend today and felt moved to write as it was so disappointing. Bread - strangely yellow (turmeric?) and very dry. Falafel - dull. Humous - very tasteless. Onion chutney- good! It just tasted heavy and dull. Not sure if it even had butter on which would be a strange choice for something that could be vegan. Maybe it didn’t but I will still clear of that sandwich for the rest of my life. Paul makes great other products - but not this. No !!!!

Love this place, great products and service. Would recommend this place to anyone. Good choice of breads, cakes and sandwiches.

Very friendly helpful staff .. ( was there to collect cake by 2 ladies..)

The baguette wasn't fresh at all. Super hard and almost no products in it. I wanted the lunch deal but apparently iced coffee is not included!!! I mean it's still coffee just with ice!!! Plus the coffee is not good at all. I paid £6.90 and that was a complete waste of money. Horrible experience.

Birthday cakes are brill. Easy collection as well

Franchised bakery, famous for its tasty breads & delicious cakes etc. You could get your sandwich & tea/coffee here too -also of very good quality. Some would also have space to sit down

Wide range of delicious pastries, cakes and sandwiches, the tiny doughnuts are my favourite! I've only had some minor issues: the apricot pastry was a bit burnt on the top last time around and they also forgot one item from my order but once I went back to tell them they gave me the missing pastry without any issues.

Great local bakery, Had a positive experience with friendly staff and the patisserie there looked amazing. I bought frasier slice and tasted great

Love the beignets. Regular here and it never disappoints. The shop can get pretty busy but service is fast

The guys from Hampstead asked me for a feedback regarding their customer service, I am completely satisfied from them, it is the second time I come back to them and they've been even more friendly than the first time. All the love to the Hampstead team

good food but could be better with better service

Omg we just paid nearly £5 for a sandwich and I can tell you it was disappointing, it was so hard that my daughter nearly broke her tooth. When I went back to complain they did not care at all I mean I could get a better sandwich at tesco for much less and I promise it would have tasted better. What a waste of money

Delicious croissants but not much space inside

I regularly come here to buy cakes and eclairs. The quality is EXTREMELY good, and the cakes are delicious.

Good customer service over the phone to start with. Will be going to collect a cake soon. 🥳

Lovely french pastries and sandwiches. Their cakes are amazing too!

Great cakes just rude customer service especially over the phone. I simply called to reserve a cake and the gentleman made a huge fuss about reservations not being available (I reserved a cake in Jan 2021). He then proceeded to say that if I don’t arrive at a certain time (literally the time stated) the cake would be put back on the shelf. What in the cake hostage situation is going on here? To sum up, lovely cakes and horrible employees, especially in person.

We have got chocolate here almost every Sunday. Love it.

Was asked to leave the shop so that a deliveroo driver could wait in the queue instead. Will not be returning.

cannot believe they charged me 19.95£ for such a tiny cake! I can get a much more tasty and larger one from Lanka with the same price. Won’t go to them again. They said there will be 10£ coupon come with it. We only get it after we asked about it, also it can only be use if we spend 35£+ online in 1 month!

Came to collect my order that I placed 2 weeks ago online. First the deal was miss-leading on the website saying £10 off when you pre order and did not receive this. I emailed to mention this and they said you get a voucher in the box when you collect. False advertisement or what. Outside there was a cue which is to expect due to the current situation with Covid. The hand sanitiser station was broken. No signs up on the door only a few signs on the floor. The staff were very rude to me, as soon as I came into the store and said I am there to pick up an order I placed online. They only had 2 people inside they told me to wait outside as too many people then asked more people to come in. I then had to wait outside in the cold for over 15 minutes, then was asked to come in again, then straight away told by someone else to go back outside. After another 10 minutes I finally got my order. When I opened the boxes all of my cakes were damaged and pushed up against the edges of the box, not a good start for a valentines presents. It doesn’t matter how good the cakes will be, I will never shop here again.

I'm a food driver, the staff talk very badly to the drivers, they think the driver is an animal, I do not take food from them at all, very bad customer service

Great lattes. Service extremely quick and friendly!

Ordered three items and just got home to find one was missing.

I went yesterday to pick up my lunch as I had a lovely pastry from there before, but this occasion this lady served me she was rude and vocal, shouting at me saying no cash, with my reply No need to shout! As I have purchased a chicken salad, she wasn't even bother giving me a cutlery too. Very disappointed and won't be going back

Les bonnes saveurs comme en France! On retrouve le goût, les saveurs et le plaisir des yeux!

I go there every morning for my coffee and croissant ,fresh and yummy 😋. The staff is amazing specially Veronica&Natasha I would highly recommend 👌

Went in a couple of weeks ago to get a few sandwiches + coffee. I chose to enter the premises after looking at efforts to maintain distance and staff properly wearing masks and gloves. (This was not the case in a similar establishment just up the road). Service was speedy and polite. Thank you for doing the right thing in these uncomfortable times.

Quality has definitely declined over the years at the same time as prices increasing. Their 2 for the price of 1 on bread did not cover baguette! Our favourite Black Forest is poor now. They forgot to include the cherries once and now the layers are different thicknesses and it looks very amateurish. Poor customer service with no response.

Just had my order drop off to my home lovely crossiant and my almond one 😋

Usually there are 3-4 people waiting outside in a line (covid times) but only takes about 5 minuses to get inside and than you done in 2 minutes. Friendly assistants.

Adhering to distancing, very fresh product great croissants and good coffee

Ooo la la, c'est dangerous por moi. Delicious Rodney, magnifico

Coffee shop that doesn't serve coffee because it's "too late"

The pastries are some of the best I’ve had in London, but the coffee has a bitter aftertaste and could do with some improvement. There’s also little to no place to sit (basically just barstools) so we usually end up going somewhere else because atmosphere is important to us.

A proper french bakery. Smells amazing and produces DELICIOUS food. Slightly expensive, and only 6 chairs to eat in.

Lovely bread and staff at Hampstead London.

Do NOT spend your money. Bad service, really lazy. no eyes contact, no smile. 0!!

Cakes are so lovely and fresh here

No es un restaurante, propiamente dicho. Es un pequeño(no caven mas de cuatro clientes) espacio acogedor, coqueto que ubica,vende,produce... buen pan, buenos dulces:pasteles variados dulces y salados, café...Es tal la fama que tiene(igual que su competidor Gail`s situado casi enfrente)que continuamente tienen clientes todos los dias del año y es tal la demanda que en horas punta suele tener hasta siete empleados, entre mostrador y obrador, que se desplazan como las hormigas.En general buenos y variados productos. Empleados muy atentos.Inconvenientes-para mi- tienen expuestos los alimentos excesivamente cerca de los clientes!!!

A little bit of France in the heart of Hampstead. I lived in rural France for 7 years prior to venturing to this spot on the globe. The freshly baked 'Palmiers' , or 'pig's ears' as we know them, are my 'go-to' when nostalgia creeps up on me 💞

Super bad service. I got bad news on the phone while waiting in line, started tearing up and asked for a napkin 20 times and had to scream to get their attention even though everyone in the store had gotten their food and left. Reluctantly they gave me 1 napkin. Service brings ice cold to a new level. Who would want to spend money on a business who clearly doesn’t care about customers? Seems like corporate needs to do better training

Terrible experience with a cake - I would give 0 stars if possible. On Sept. 15 around 17:00 I bought a cake (Foret Noire) from you Hampstead shop, for my wife’s birthday. I wanted to surprise her, with a super special cake. When I went to the shop, since it was the last minute I had to choose between 3 cakes only, but this one seemed very nice. Now I don’t usually do that, but I had to tell you how much, me and my wife were disappointed from it. I really didn’t expect that a brand like yours can make a cake like this. So first of all, The cake isn’t very sweet. Now generally this will not be a problem, but the first reason the cake is so bad is the cocoa powder on the top. Now I understand the idea of the bitter powder, however I believe the idea is to create a balance between sweet and bitter, but here we have no enough sweetness and too much bitter. I don’t know if you usually make it this way, but when you grab a bite from it, the cocoa sticks to the lips, make the bite super dry and creates mega terrible bitterness that overpowers the whole taste. If you know what the CINNEMON CHALLENGE in internet is, then this was close to it. There is so much powder you can choke on it. Problem number 2: The cherries and the alcohol. Now, this is a great idea, but if you do it correctly. The cherries were juicy and they are nice when you bite on them, and the alcohol is also a great punch for the taste however, I felt like you have dropped a whole jar of them inside. Every bite was containing one or two cherries and the taste of alcohol was super intense. I couldn’t feel the taste from the sponge, I couldn’t feel the taste of the cream. Nothing. My mouth was experiencing the battle between strong and punchy alcohol with the bitterness and dryness of the cocoa powder. I am also surprised you haven't replied to my complaint email. Very unprofessional