I have been coming here for years. Today we ordered eat in food - two soups one coffee. Soups arrived but no coffee. My sister mentioned to a passing waiter (who asked if we had all we needed) that she’s waiting for her coffee as she was told it would be brought out when she ordered. His reply “you have to pick up your coffee inside we don’t bring them out” “but the waitress said she would” “she cannot have said that - but if she did she made a big mistake - if you follow me I will show you where your coffee is waiting”. Two issues with this : why is it ok for waiters to basically insinuate to the client’s face that they are lying? Second, why bother asking if everything is well when you have no intention of fixing the issue? This may be a recent staff/management change issue. I hope they address soon. Anyways soup was 4 stars - coffee 0 stars - cold by the time my sister picked it up after being called a liar.

This is my new local branch of Gails. I love the staff here. I find all the staff at the branches of Gails love theirs jobs and have great customer care. Everything they sell is great quality and they know how to look after their customers. What more could one want from the best coffee shop in London! I had to add to this review... I had a medical emergency in this branch of Gails and within seconds the staff doubled up as medical professionals, They attended to me by keeping their coats and even rubbed my back and kept me calm whilst calling the ambulance. I couldn’t have asked to be in a better place during this incident. I would like to thank all the staff, I am eternally grateful and can’t thank you enough. Not only is Gails the best coffee in London but your staff at this branch are amazing! They don’t just sell coffee and cakes they care! ThankYou ‘Zana’ for making a perfect coffee every time 5* Barista

1 star only for the food otherwise worst service.. disrespectful and arrogant blonde lady, after paying for eat in I found a table, she handled me the plates and as there was no space on the table cause of the previous customer I asked if she can clean it, she arrogantly looked away and said that she need to serve the next costumer like I was just passing by, I was a costumer aswell, anyways after insisting she removed the items and acting angry walking away, and also made a veryyy disgusting face cleaning the table as she was cleaning the toilet, like Whaat, why all this drama?? No need to act up when you should just leave if you don’t like working there.. Never again going there even if I love the pastries, such a shame.. The event just ruined my day, a smile and good service won’t cost much!!

Lovely location, with the option of sitting outside and enjoying the bustle of West Hampstead. The employees here are 1000/10. They're so sweet and friendly, and I can't believe how perfectly they remember every regular's order. There was an incident recently with an extremely rude woman harassing another customer, and they did their best to diffuse the situation and make sure the person affected was okay. Very grateful to have the wonderful staff at Gail's! A special shoutout to Moira, Joanna, Lizzie, Erik(c), Sergei, and Zana for always going above and beyond to be friendly and make delicious drinks! For foods and drinks, I highly recommend the Potato Rosemary Bread, the Cinnamon Buns, the Chickpea Avocado Sandwiches, the Hot Chocolate (55% is really lovely), and the new Iced Tea!

The laziest staff members ever. The people serving you at this place are simply the slowest, most unprofessional and the most annoying people ever. They avoid eye contact to avoid questions about their laziness, they take ages to pick a loaf of bread from the shelves, the queues are endless because of them. They chat among themselves when a customer enters the shop and you have to wait for their endless conversations to finish to be served. God they are annoying. And slow. And unprofessional. Just to give you an idea, I typed this review on my phone while waiting for a queue of 5 while one only slow team member was serving the tills. Other slow team members were slowly brewing coffee and slowing putting orders on trays to slowly serve the eat-in customers. OMG

A letdown. Looks really nice on the outside and very popular, the staff up until sitting down were courteous, but then things took a turn for the worse. We had two random drinks brought to our table which were shortly followed by our actual drinks, with the random ones then left with us. Every piece of cutlery was dirty. Our coffees were luke warm. Our food was waiting at the kitchen for several minutes and when we got it it was not hot. It seems they are trying to manage a hybrid of eat in and take away and do not prioritise those who are paying a premium to eat in. No table ownership and non existent table service. We decided to leave most of it and eat elsewhere.

I had been to another branch of Gail's a week earlier and had a fantastic hot chocolate, rich and dark, made with chocolate. I ordered one expecting to get the same and it was so disappointing. It was milky and made from powdered chocolate mix. I know this because because I queried why it was so weak and tasteless and the staff member offered to add more powder. I explained about my earlier experience of fantastic hot chocolate and they explained they only made that at the weekend. it was however the same price!! I should add they did at least refund me my money and offer me a cake. But overall very disappointed

Been twice to Gail's in West Hampstead in the past week for bread. Noticed the servers were not wearing gloves & masks. I raised my concerns with the guy serving me & was told that it was not compulsory to wear any protection! . There are trays of open cakes, pastries & bread on display. I do feel very uncomfortable & concerned about purchasing anything from Gail's. I notice some shops along West End Lane serving food have better protection procedures in place than others. I certainly will be avoiding such shops not providing safe measures.

Pathetic service. Unfriendly staff. Felt a bit discriminated whilst waiting in the que for a cup of coffee which despite having the entire order as a take out came in a cup to sit in. Then the staff insisting on pouring the cold coffee into a take out cup. Had to point it out that the cup had been sitting on their counter for more than 10mins now for them to realise needing to make a fresh cup. But somehow still ended up with cold coffee. Lost my appetite completely after this. Wont be coming back nor recommending to anyone. A big

Always had my breakfast or coffee at Gails , recently visited the willesden branch with my daughter . Fresh bakery stuff and good coffee. Sorry to say your west hampstead branch needs some training. The Asian looking staff running in and out of the serving counter and towards the kitchen , must be a chef .. poor poor personal hygiene . picked his nose twice , going at the back of the counter trying to oversee things..really bad. Never again , would not have written a review but I felt disgusted.

Really disappointed by Gail’s I’m a usual customer I come there every other day. But this morning my coffee was not great I asked for extra hot I asked him the coffee is not extra hot he didn’t even look at me he said what temp you like really rude way then I say 70 I like my coffee hot he couldn’t be bothered to make a new one he just add milk on my existing coffee I asked for sugar he said it’s your existing coffee I just made warmer how bad is that ?!?!? Is this Gail’s how it’s becoming ?

So, so, so happy to have a GAIL'S bakery in our neighbourhood! While this particular branch is a little bit on the smaller side, their baked goods are above and beyond delicious, there is not a single food item in there I wouldn't recommend. If anything, I just wish they had more seats outside and added croissant sandwiches to their repertoire. Whether you're looking for a pastry or a fresh salad, GAIL'S will definitely have some really lovely options for you to choose from!

I love Gail’s but this one has a giant AC vent in the back, which is blasting cold air even now (it is cold / October). Separately, I tried to pay with an old free coffee voucher from my coat (forgot it from last winter) and apparently none of their vouchers are valid now that they switched to the app system. The old cards say nothing about them about expiring, so this type of behaviour should honestly be illegal (it’s deceptive to consumers).

We visit Gail’s West Hampstead often and always enjoy our time there. Great staff, friendly service, and excellent coffee/food. I highly recommend the pain au chocolat - the best in London! Always greeted with a smile from Gabi and Joanna (and everyone else, actually), and I like how they take time to ask me how I am even when busy. I have allergies and Eli (the baker) has taken time to talk me through the menu several times. Thanks guys!

fifthly and dirty tables, one of the most unhygienic and worst-kept coffee/cake/sandwiches shops you can come across, a Starbucks does a better job with hygiene and cleanliness than this Gail's store in West Hampstead .. avoid unless you want to sit at tables that have the remains of what has been left by the last numerous customers who sat there ..lazy and compliancy are 2 words to describe the staff and their store management.

This is one of my favourite places on West End Lane and in NW London! The food is always delicious (try out the Strawberry and Ricotta cakes while they're still in season--you won't regret it!) and the staff is some of the nicest and friendliest I've seen anywhere. If you're lucky enough to become a regular, they'll always know your order and greet you with a smile. 1000/10--they've ruined all other Gail's for me!

Was waiting outside at 6.56am with the shop due to open at 7am and several staff standing ready inside and they strictly would not open the door to serve me a pastry until 7.00 on the dot. They kept gesturing rudely that they weren’t open. I waited 4 minutes and awkwardly ordered my pastry with no apology. They also unlocked the door and walked away rather than acknowledging me there which I thought was very rude.

I live just around the corner from Gail's West Hampstead and I am regular customer but I am totally disappointed with the customer service. Sergey was rude and unhelpful when I asked him to cut cinnamon bun for my two boys on the way to school this morning . He said it can't be done, and he later laughed at me when I was passing the shop! I am wondering does anyone monitor employ's behaviour at Gail's?

Busy as usual always a good sign, their bread products are lovely and staff are always happy and polite
Service
Take out
Meal type
Other
Price per person
£1–10
Food: 5
Service: 5
Atmosphere: 5
Recommended dishes
Bakery, Cinnamon Roll, Croissants
Wheelchair accessibility
Easy access for normal sized wheelchair ♿️

Absolutely rude staff, especially one who is with short haircut from Eastern Europe. Asked to turn the air conditioner little down. She said she can’t. Fair enough, came to clean our table. said, so sorry we ‘re still having our tea. She came and whispered to my ear very rudely, “you don’t have to be sooo rude!” and gave me an evil look. Great start of the week!

Stopped at Gail's for coffe and a Chocolate chunk reverse cookie. Both were excellent. I visited on Friday the 11th of February around 17:15 PM and the 2 members of staff, 2 young ladies were extremely friendly, and with a great attitude. Both deserve a big thanks . P.S. For head office, those 2 young ladies are among the best staff you have, they are 2 gems.

The bakery has changed for good it seems cleaner and people more friendly and customer orientated also I find more items at the end of the afternoon to do my tea.I come with a wheelchair everyday and the new manager lady always help me to go inside and enjoy my coffee also she remembers me when walking on the street and say hi ! Super friendly nice person.

Every single time I come to this Gail’s location I always have the best experience. Staff are actually kind, cheerful, and helpful. I’ve been to several others in the area and got a neutral experience at best. I don’t mind walking a little further to this location. Thanks Nikko for your help today and I will definitely try your coffee next time, Jarek!

Great place and menu. GAIL'S is the place to go in London. Unfortunately, the staff in this specific location is rude. 5 people behind the till and no one does any sort of table service. When I went back to the till to collect some croissants, literally 1 minute after having paid, the same person that processed the payment told me that I hadn't paid.

Nice place in the area. Fresh breads, and good latte. Delicious cinnamon roll/bun. But, kinda concerned about cleanliness of the products because the second row of bakeries and all breads do not cover with the glass and they are so close to customers and door. You can find lots of seating options. Friendly staffs. Restroom facilities available.

Went in for quick late lunch takeaway. Bought a salmon tasteless bagel, Unfortunately the bread was hard hence not fresh at all very disappointing Filling was not too bad. Bought also a bland tasteless (not sure hold old) a mango passion chai pot Looking at the attached receipt astonish prices paid just not worth visiting.

Lovely place. Toasty and warm on cold mornings, with the wonderful aroma of freshly baked stuff. The coffee is wonderful, the secret could be the milk they use. The staff are warm and friendly, (special shout out to Antoine and Jaroslav). It is a credit to them that they are so welcoming and friendly, even on very busy days.

Quality of food is great. Quality of Service is terrible. And Very disappointed to discover Gail’s now give stamps for every transaction and NOT for every drink like before. And you can get one stamp every 30 minutes…. They really went out of their way to NOT reward clients. The disrespect for clients is pretty outstanding

gails is always a delicious time. there is a wonderful assortment of baked treats and they also have a breakfast menu served all day. the tea and coffee is really nice too. it costs more to eat in and has a nice cosy feel. you can also see the bakery where the goods are being made. a lovely place to catch up with friends.

Great bread and pastry selection, average coffee. Crowded but good atmosphere. We came mainly for coffee - 2 flat white coffees - standard double shot in small ( thankfully!) cup. Good crema, but lacked depth of flavor and faintly bitter after taste. Still struggling to find consistently good coffee in London!

I am a regular customer and I buy bread all the time. And to be fair I was quite happy until recently. In the past 2-3 weeks the bread looks terribly burnt. I had mentioned this to the staff, however they did not seem to be too interested in my comments. It is beyond me how anyone can charge for this???

Terrible attitude of the employees in the West Hampstead branch. I know the rules are not allowing sit in, but not letting my 8 month pregnant wife to sit while waiting for the coffee is terrible. Also if they wanted to follow the rules they should not have 10 people in at the same time in the store

So rude. Not professional. Especially the Blonde lady and east European(black hair) lady. I’ve been so many other GAIL’s cafes. But this store is THE WORST. You don’t need to shout, and look customers like that. Please BE professional if you work here and get paid. Never come again this store

We arrived an hour before closing, there was nothing left. We paid for eat in service but then got served in takeaway cups. Half of our order was served late because she forgot. Really disappointed with this service, as have been to many Gail bakeries before and they have always been amazing.

As with every gails- good atmosphere, baked goods and nice brunches. As with every gails, quite pricey and good but not great coffee. I live literally around the corner from here and see that it's always busy and very popular here. A nice addition as West End Lane continues its slow facelift

Everytime I run out of breakfast, I come in this place. Cozy atmosphere and delicious menù! The menù choice is broad from light fruit bowls to tasty bacon and eggs toast. The coffee is great! The place is quite small and not always it’s possible to have a table straight away.

The sour dough with raisins almost broke my teeth. I love crusty bread, but this was a bit hard. Very rude staff member including their Operations Manager Craig Robinson, who has a habit of vindictively trolling people online. Gails need to do something about this employee.

Met the lovely Sara. My usual fave (mushroom quiche) had sold out so Sara offered me an egg souffle sandwich on the house. What can I say? Everything I try here is great and this was no different. Gail's have great food and great staff too . Double bonus. Thanks !

Although the food was nice, the whole place felt cramped particularly when busy. We were served hot soup on A table which was only meant for one person. Considering i was in a group of 3, this could be considered a possible health and safety issue???

Great bakery with lots of seating in the back and some outside too. The queue moved quickly so you don't have to wait long. The coffee is good and there is a good range of cakes and sandwiches. The French toast and maple bacon is excellent!

Never thought I’d say this about a neighbourhood staple - but I’ve experienced mean, greedy and rather rude treatment over a cup of hot chocolate. Received a disciplinary lecture on how wrong I’ve ordered my drink. So very disappointed.

waited more than 30 minutes for an earl grey tea and needed to remind them of it to get it! table i sat at was full of used dishes and had to ask three people to clean the table before one of them finally did. will never come back here.

Dreadful cappucino. Why do people have to make it like a child's drink, with gallons of milk in it? Goodness knows what the latte is like if that's the cappucino. It's supposed to have mainly foam and a little milk. I sent it back and

Disappointing experience at the West End Lane bakery. I am a regular and in the past used to get my coffee stamps on the actual card but apparently these are not accepted anymore even though I had saved some free coffees. I therefore

Not dog friendly but they will let you pay - I came in with my dog and partner. I told my partner to find a table in front of the staff while the holding the puppy. As soon as I paid the staff said I had to leave because I had a dog.

Gails has a homely feel, like it's years out of time, you walk in and feel like you are walking into a family bakery, saying hello to the owners having a laugh and coffee with the smell of freshly baked goodies and amazing coffee

Very lovely and polite staff. Unfortunately they had to deal with a very rude and persistent customer, but all 3 staff members behind the counter dealt with her professionally and courteously. I will certainly be coming back!

Love the place and go very often, as on my daily way. Great coffee, but most importantly great people: Moira, Joanne, Sergey, Zana (Hopefully spelling correct..!!) very happy to come back and chat a bit, you are amazing! Nat

Just absolutely amazing! Fantastic food. The only downside, the only one, is no almond milk and would be nice to have more gluten free take away food options. Otherwise just the best place on a Sunday for breakfast/brunch.

I love Gail’s bakery vegan hot chocolate and log cakes. Must try. They have different type of breads some of them are really good but sourdoughs were little disappointing. They become hard in day. Freshness reduces too

While its quite entertaining watching them throw bits of their lunch into the kitchen. If staff would take as much time on customers food as they do on their own mid shift snacks.. perhaps it would be better.

The staff members are always friendly, polite and professional. Their coffee is great tasting and I enjoy their wide variety of breads and snacks. I highly recommend his place. Keep up the good work!

What a fabulous bakery. So many options that's it's so hard to make a choice, I ended up buying one of each item! The coffee was on point too, not burnt and not too hot, it was perfect. Loved it

Lovely spot for a coffee (or tea) and a cake. Busy during the day, but pretty calm and peaceful after 5pm (ish), and lovely lighting/ambience. Gail's cinnamon rolls get the stamp of approval!

Came on a Sunday morning, Service was just okay, unfortunately the cinnamon bun I got was rather flat and lacked any real flavour. For £3.50 I was extremely underwhelmed. Wouldn't recommend.

Lovely little bakery with very friendly stuff. The food on display at the counter will definitely catch your eye. They have lots of different options and the food is really rich in flavour.

Never again. the croissant as stale. The cappuccino, no more than a little cap of lukewarm water, a dash of milk with hardly any coffee in it. obviously overpriced. will not go there again.

Management needs to fix internet - hasn’t been working for weeks now. It’s a bit embarrassing to charge 4-5 pounds for a coffee and 10-15 for a snack and coffee to not provide basic wi-fi.

A lovely friendly shop serving a delicious selection of drinks and light bites. Sergei is always friendly and welcoming. It makes such a difference and one of the reasons I keep returning.

Staff here genuinely try very hard to ensure customer satisfaction. Some staff members go above and beyond to provide a good service. My regular coffee shop. Really like the experience.

Reason to be cheerful! A complimentary ham and cheese croissant on a Monday morning. Thank you Gail’s West Hampstead for being kind and welcoming every time I visit. These are my faves!

Had to try the famous Gail's bakery and the cinnamon roll was calling my name as I entered the store. It was fairly quiet when I got there about 4pm so service was very prompt.

As before the bakery is the star attraction. Lovely cheese and chive scone. Great stop for a coffee and wish I was hungry enough to get the whole loaf of raisin sourdough bread.

Great vibe, good coffee, friendly service. The baked goods are hit or miss though, from delicious when fresh, to bad value when they kept them past a reasonable sale date.

Great latte! Loved to see all their beautiful baked goods on display. Lots of food options, great flavours. It looked like a good place to get some work done.

Nice baked bread-based food. Can get very crowded, with seats all taken at peak times. Pricey food especially if you want to eat in. They have free wi-fi.

Good coffee but we found the male staff rather unfriendly, almost rude today. Very disappointed as my experience of other branches has been very positive.

Excellent customer service from Niko, the workers were very welcoming, quick and made sure we were all happy with our food. The best latte i’ve ever had!

I really wanted a coffe, but unfortunately they didn't accept cash. So i had to walk away. Shame that they do not take money anymore. Too posh now.

Thanks loads West Hampstead branch, great Customer Service, definately my new spot. I wish I could share picture of the pastry and fab Chai latte

Good food, good coffee. Fantastic breakfast rolls. Loose leaf tea is fab. Tables outside but next to main road. Lots of seating internally.

Best cinnamon bun around!! I should have bought stock in Gail's years ago!! My family is there a few times a week, since they opened!!

Rude person with glasses served today 13.06.2023, she has to improve her customer service, she ruin my day, unbelievable!!!

Tasty food, unique combinations. The parmesan chicken bun is not great but the salami and cornichon bun is fantastic

Kind staff, great soup and sourdough :) When we ordered a soup, the staff suggest us to taste it before we buy it.

Always happy to pop-in here. And the special thanks for Sergei, who is doing the best latte in the area. …

Gail's is always my favourite bakery. Staff are friendly and baking good are amazing. Coffee is great as well!

So lovely place for a morning coffee and a good breakfast! Everything is so tasty and the place very cosy.

They make really decent breads. Love the quality and taste. Especially olive baguette is so nice.

2 stars because looking at you is like sushi in the morning. Too bad the bread wasn't fresh.

bit pricey and chairs are uncomfortable, otherwise nice place on west end lane for locals

Gail's pushing this cashless society nonsense. Very stupid and discriminatory policy!

The coffees have shrunk but not the prices. The toilet was in a shocking state.

Always good Gail’s, I’ll recommend the sausage roll and the cinnamon bun.

Pastries were very dry and probably few days old. Very disappointed.

My experience was just annoying.. No body is smiling in there!!!

The sandwich is very expensive and not tasty,not worth

Love the food and coffee here! Friendly staff

One of the best coffee chain in London.

Swift service. Good bread.