Looked great from the outside but - wow - what a cold soulless underwhelming experience. It was pretty busy and I suspect if you know your way around then that helps. I didn’t. Waited while one pers... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
floor around table covered in pastry flakes,food particles and used paper napkins table cleared of crockery etc as we sat floor covering ignored(no other tables available) ordered ,paid and waited fo... See more
Company replied
I visited Gail’s on Saturday afternoon. The man behind the counter clearly was dis engaged. I asked if they did pup cups for dogs and his response No. And no again when I explained what it was. Di... See more
Company replied
It had very young staff who were polite and helpful The tables were dirty. The tea pots all chipped Very limited food even though it was 1.30pm 1 onion tart 1 cheese scone and butter and 2 pot... See more
Company details
Written by the company
Dedicated to the craft of baking. Available to buy in-bakery, online at https://order.gailsbread.co.uk and on Waitrose, Ocado, Deliveroo, Gorillas and Amazon Fresh.
Contact info
113 High Street, KT19 8DT, Epsom, United Kingdom
- 1372587993
2.8
Average
4 reviews
Replied to 59% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Looked great from the outside but
Looked great from the outside but - wow - what a cold soulless underwhelming experience. It was pretty busy and I suspect if you know your way around then that helps. I didn’t. Waited while one person served people behind me before me and 4 others stood round chatting. I would have had a pastry with the drinks but I wasn’t sure where the shop ended and the café began and felt too unwelcome to ask. Not sure why hot drinks and served luke warm in cold cups. Probably works for regulars but not so amazing that I feel like learning the ropes.
31 January 2026
Unprompted review
Poor customer service
I visited Gail’s on Saturday afternoon. The man behind the counter clearly was dis engaged. I asked if they did pup cups for dogs and his response No. And no again when I explained what it was. Didn’t want to be there. Served me a burnt muffin and skinny cap. Very disappointing when you have other options. Pret’s, Starbucks etc. I won’t be visiting again.
1 November 2025
Unprompted review
Reply from GAIL's Bakery - Epsom
Hello Ange, thank you for taking the time to review our bakery. We are sorry to learn we missed the mark during your visit, please get in touch with our central Customer Experience Team via https://gails.com/pages/contact [https://gails.com/pages/contact,] quoting this review so that we can identify your feedback. We'd appreciate the opportunity to discuss this further.
value for money poor.
floor around table covered in pastry flakes,food particles and used paper napkins table cleared of crockery etc as we sat floor covering ignored(no other tables available) ordered ,paid and waited for a minute double expresso and a cold capachino very little coffee and topped up with cold milk.
Left coffee in disgust
13 September 2025
Unprompted review
Reply from GAIL's Bakery - Epsom
Hello Parker, thank you for taking the time to review our bakery. We are sorry to learn we missed the mark during your visit: please get in touch with our central Customer Experience Team via https://gails.com/pages/contact [https://gails.com/pages/contact,] quoting this review so that we can identify your feedback. We'd appreciate the opportunity to discuss this further.
Not a good experience
It had very young staff who were polite and helpful
The tables were dirty.
The tea pots all chipped
Very limited food even though it was 1.30pm
1 onion tart 1 cheese scone and butter and 2 pots of tea £18 ?.
Awful music too high and it was so noisy
Get it together Gail’s get someone in to run it properly and put proper food in there
I won’t go back -
20 June 2024
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.