I was served by the manager she was really nice and friendly. I was looking for apple crumble social however it has been sold out for today, I was thinking of bringing a whole box in Bristol, will try coming in early next time when I am in London. To compensate not having apple crumble social, the manager gave me a 10% discount on my pastries and advised me to pop in earlier or do a click and collect so they can put it on aside for me and ready to collect.
While I was waiting for my friend I overheard this man being rude to one of your staff, he was demanding to give him refund as he don't want to drink and eat from takeaway cups / takeaway box a young man trying to explain to him but customer was kept interrupting the young man. When the manager heard commotion she stepped in and gave a refund straight away and apologised and she was giving what cakes their purchase for free and he rudely declined her offer.
Kudos to your team, they are really nice and friendly, shame some people don't have understanding and manners. I hope the young man is ok