Caught in the Act at Pret A Manger

 

If you have no time to read,
please scroll to all the screenshots further down below.

 

01 Go back to UK

Review by a Corporate, NY

UPDATE: A Christmas Eve review from a Team Leader.

2019-12-24 FL review NEVER go to Pret

Link (More reviews further below in this blog post)


 

A VERY common bullying incident from a Manager towards a Team Member. But this time it didn’t happen behind the facade in the kitchen, office or staff room, hidden away from customers, this time it happened in front of customers. The “ethical profile” of Pret is a facade the public still believes, because the bullying is usually happening behind the scenes, away from customers’ eyes. And then, when the Manager or Leader has finished bullying the staff member, the intimidated and humiliated Team Member then is send out to the shop floor, and expected to smile for Mystery Shopper bonus and fool customers with a fake happiness. And as many are from other countries, young, have children to feed or Uni tuition to pay, they feel stuck, too exhausted to find a new job and not knowing where to turn to.

And when the bullying is happening on the shop floor, shops are so noisy with loud music, shouting of staff to make and get coffee orders, talking, busyness. Customers are occupied on their phones or laptops, distracted with talking, eating etc. So, when it happens in the shop, people don’t even notice.

Even when I was bullied during bereavement under the watchful eye of HR, I NEVER told a customer or colleague. I was complimented by customers and received rewards from Mystery Shoppers for my service, smile, giving freebies etc. And after my shift at times I headed for the bridge and still don’t know how I survived. But none of my colleagues and customers knew my inner state and turmoil. I explain in detail at the very bottom YouTube slide about what weekly Mystery Shoppers test staff on, or via this link: “Smile for the Misery Shopper“.

This creates a host of mental health issues under Emotional Labour, that staff are forced to perform. What @Katecordon witnessed today is so familiar to me, and this would be a situation where I as a Team Leader then had to console the Team Member crying in the staff room and at times speak to the Manager. Only ONE time when I spoke to the Manager why they shouted at the TM, this Manager apologized to the TM. But this was only one Manager out of many who did not apologize and rather bullied me then as well for speaking out. But I didn’t care!

The Team Member in below customer Tweet made a very simple, innocent, normal mistake. No big deal. And by the way, the TM made that mistake because she was most likely NOT trained in the first place! The Manager must have stood nearby witnessing this mistake. To correct the mistake the TM then did give the 10% discount, but explained at the same time that she made a mistake and gave the 10% as a one-off. PERFECT customer service!!! In fact, a Mystery Shopper would have probably given the TM an “outstanding card”, meaning the extra £100 reward, or even £200 if the overall scores were perfect. Mystery Shoppers many times gave the reward, even when a mistake happened, but they rewarded the staff member due to how they handled the mistake.

The same is by law, when a price tag gives an old cheaper price even though the price has increased, the business is obligated to charge that old cheaper price, even if the till system is updated with the new expensive price. But this TM probably doesn’t know the law on this and did instinctively the right thing because she cares! The TM here did a perfect, correct and kind customer service, but was bullied by the Manager for making a simple mistake and then giving the 10% discount as a good will gesture, which is commendable! And this Manager is particularly offensive by talking down on the customer as well: “It’s company policy, love“. Very, very, very, very common bullying incident in Pret! Bullying and fear management by the book.

The reason this Manager makes a huge issue out of the 10% discount wrongly given as a student discount, is that Pret only does regular discounts in some places like malls or train stations (but not all malls or stations), where the other companies and train station staff within that station or mall get a 10% discount showing their staff badge. So, this Manager would have to do half a minute of paper work to explain for the financial file why the 10% was given in this Manchester airport, that doesn’t give student discounts. Managers hate to do little paper work issues like this as they want their financial records to look perfect. I got in trouble many times for doing it the proper way in recording mistakes, because Managers didn’t like mistakes in their financial files and rather stress staff to not make these mistakes. And at one time I’ve had enough and told one Manager that if a financial file is perfect without any mistakes, this would ring alarm bells with me if I was a financial auditor. But that’s another story. And honest mistakes that are effectively recorded can be traced back in the system and explained. Again, no big deal.

And also by the way, this Manager most likely continued the bullying later in the office, as bullying Pret managers and leaders can’t let go and continue later on, especially when caught out by customers and they “lost face” in front of the TM they just bullied. So, they try to “establish” authority and continue behind closed doors. I hope that young lady finds quick support! And if this Manager is disciplined by Pret, then only because he got caught by a customer who called him out publicly, like he did with his Team Member. If the TM alone would have complained to HR, nothing would have happened.

This shows as well in the very first review from the new LAX Pret shop that was opened in the summer 2019. I could not have put it into better words how this bullying environment thrives in Pret worldwide. I love American reviews, because they find amazing words!:

LAX

Link

Caught in the act!

A customer witnessed the bullying:

2019-10-28 Bullying manager seen by customer2

 

Full text:

2019-10-28 Bullying manager seen by customer3

Link to Tweet

 

A little reminder of Pret’s “ethical” profile and what staff dare to say in anonymity, away from the fear management. Clive Schlee “retired” with quite a legacy!

2019-06-30 44 staff 50 Clive

 

2019-10-02 Pano 38 26

Glassdoor scores on Pret and its leadership. I wrote a new blog post as well on >>>  Pret’s new CEO Pano Christou, and Clive Schlee remaining in the background as a non-executive Director, while on his Twitter account he still presents himself as the CEO of Pret! I explain in above blog why Pano Christou deleted his Twitter account. Clive Schlee let Pano Christou take over on Glassdoor already in July 2019, even though Schlee’s retirement was set for September 2019. This typical passing the buck downwards is to avoid further negative scoring. And yet, still not taking responsibility.

2019-09-18 Customer witnessed bullying

Link

2019-05-05 Rude aggressive manager

Link

2013 Pret manager smile at customer snap at staff

Link

2018 Bullying staff killing customers

Link

Several reviews on Pret’s shiny London Head Office from current and former employees at the time of reviewing on Indeed and Glassdoor. Again, these are reviews on Pret’s HEAD OFFICE in Victoria, London where the CEO and other Senior Leadership also have their desks in the open plan offices where I saw them many times working on laptops etc.

Also, some reviews from office / corporate in New York.

HQ Bullies

Link People don’t seem to get promoted unless you are a bully or belittle your team members. The place is toxic.

Another one from January 2019

2019-01-23 Great Brand Poor Management - RVW24352473 marked

Link “… working really really long hours. No work life balance whatsoever”.

2017 review on HQ from an IT Analyst on Glassdoor:

It Analyst HQ Head Office Review

Link  Manipulative and exploitative approach to employees as owners and senior management concerned about profit margin only. People are taken into account only if it makes a good PR. Genuinely fake and dishonest company.”


 

UPDATE 05. January 2020 NEW HQ review (customer service team) on homophobia, manipulative HR dealings etc.

2020-01-05 HQ Customer Service Team review

Link

 

Las Vegas

Link “Pret has brought over many managers and leaders from the UK and ‘beheaded’ many of the US employees who built the brand…”

This is really upsetting, because I remember when I asked my managers over the years where such-an-such an OPs Manager or General Manager is, I often heard that they where sent to New York, as the American Managers can’t handle the work / can’t manage properly. I remember being confused about this, because I lived in Florida for almost 6 years and traveled to different cities over the years, visiting friends. I stayed 3 months on the West Coast, visited North Dakota, the East Coast, the deep South, often for several months. I have many American friends. Americans are one of THE hardest working people. They are inventive, passionate, disciplined, fun, helpful etc. I was confused, but then thought that I know how complex and micromanaging Pret is, so I didn’t think any more of it. But now I realize, reading all the American reviews that what I was told was bullcrap!

Reading the above review and all the other reviews from the U.S., the main thing the American reviews have in common is: favoritism and racism. And it’s really upsetting, because I know the American mentality vs. the British.

Bullying from the top down: A review by a Team Leader who runs the kitchen and the shop! OPs (area manager) bullying the manager who cries in the office. This OPs sounds particularly nasty, and reminds me of an OPs that I had before my brother died and I was still strong holding out under this kind of “leadership”! It’s also a recent review from 03. October 2019 (this is Chicago, but this happens in other countries/cities as well):

OPs yell Managers cry

Link My typical work day consist of Ops Manager yelling and cursing at my manager.Managers cry in their offices because of how stressed they are.Managers are secretly looking for new jobs right now to get out of Pret.

 

17 Odd

Review by former purchasing Director, NY

 

01 Go back to UK

Review by a Corporate, NY

 

2017-05-26 Pure Misery

Link “This place is what hell must be like.”

This is probably THE ANGRIEST review I have come across, and even by an Assistant Manager!

 

01 Brutal Nightmare

YouTube

 

2011 I Hate Pret Fuck Pret

“I hate Pret” group on facebook.com/preth8ers

A customer in Chicago in 2017, commenting about a Pret staff who died, and then making a general comment on Pret:

2017 Chicago Pret horrible company to work for2

“I knew Dante. He was an extremely nice person. That being said, Pret is a horrible company to work for.”

 

2018-10-02 Anxiety Depression Dread

Link Depression…

 

2019-04-10 Depression review

Link Depression…

Dept Labor

Link “This job should be reported to the department of labor”.
Pret settled 2 lawsuits in New York, re-paying 4000 workers. In the UK hardly anyone sues because the legal system is different, low rewards that no lawyer wants to pick up. In the U.S. one reviewer on Indeed recently wrote that Pret is always getting sued.

0 Sued

2019-06-11 Corporate hell on earth - RVW27190460

Link “This company is everything that is wrong with the world. … Corporate hell on earth.”

 

A former Manager 4 years after Bridgepoint purchased Pret:

2012-07-23 Ex GM

 

2015 PAMSU likes to see evidence of good jobs

Link to Tweet – Pret A Manger Staff Union, Andrej Stopa who got fired for starting a Union.

UPDATE: 25.11.2019

A new review from a Team Leader also with 10 years experience:

2019-11-26 leeches Indeed TL review

Link I gave this review an extra blog entry because it deserves an extra mention: >>> Pret A Manger in a Nutshell

 

Times

The Times article and photo

 

Amy

Undercover report by Amy Sharpe, Sunday Mirror photo on “staff who are hugely over-stretched”.

 

2018-06-13 Hellhole - RVW21022161

Link  “… get down from that high horse you’re on”

 

2015 People Cry

Link “A lot of people cry in the staff room especially in their entry period”

 

0 Terrible Hiring Useless people cry

23. Oct. 2019 “I have work in different shops and they are all very similar, it is a toxic environment, Never in my life I have seen so many different coworkers cry in the job. Give more training to your managers, and hire better people, don’t allow them to abuse the staff, it is appalling.”

The next review from recently is a very typical scenario of abusive fear-management by Managers. Scaring low-wage workers that they’re “playing with lives” while the top Senior Leadership got away with TWO customer deaths, Clive Schlee sneaking out quietly, remaining in the background as a non-executive Director, while having ignored customer warnings (link to article), not acting until the deaths became public:

Brainwash

Link

 

»This job can annihilate every piece of humanity inside of you.

You will lose everything that makes you human.«

Annihilate Humanity 45

Link I spend 6 months racing all day and barely spoke 3-5 words a day on my shifts if I’m not on till where you are required to have the widest fake smile on earth…”

 

Pret Abuse

Link


UPDATE: 31.10.2019

A brand new review by a current General Manager that absolutely breaks my heart! One of many along the lines of no work-life balance, due to under-staffed shops and not paid for overtime.

2019-10-31 GM - Slavery - RVW30135565

Link “I am about to lose my family as I am never there. I leave to work at 4 am and get home 7 at night. My children looking at me like a I am a stranger. It’s not a life. … Bullying, long hours, shortage of staff, – it’s a proper Modern day slavery”

I think this is the most heart-breaking review I’ve ever seen by any staff member, let alone a Manager. I hope they find a way! I actually cried when I read this.

Another recent Manager review from Chicago tells a similar story, quote: “With the wrong management, the shops begin to break down and brings inner conflict. Pay could be better, especially for seasoned employees. Management gets overworked to save on labor costs. Don’t expect to see much of home as a manager.” Link

 

Another GM from London in August 2019:

2019-08-10 GM 5am to 8pm

Link A little side note, GMs go to quarterly meetings where the CEO and top leadership are present as well, so GMs know Senior Leaders more than the regular staff. Some GMs disapprove of the CEO – at the time it still was Clive Schlee. But I find it interesting that this GM has NO opinion of the CEO, as if this GM doesn’t care to even mention their like/dislike.

And another GM on Indeed from Glasgow, Scotland:
Amazing in the beginning – showered with benefits and entitlements and opportunities to advance. Terrible once you see how horribly mismanaged and micromanaged the company is. Zero care for human beings and nothing but boosting sales and company growth.

2019-10-11 GM - Horrible

Link

A little reminder that Clive Schlee pocketed £30 Million on bonus alone when JAB Holdings bought Pret! Link to article.

 


 

UPDATE: 10. November 2019
Brand new Manager review on Indeed worth reading!

2019-11-10 GM Horrible

Link Qoute:Managers are forced to cheat on results and break standards just so that the area manager looks good on paper, though he stays at home most of the days whilst the shops collapse.
Yes, but this has always been like this. OPs Managers sit in the pub at lunch time when shops are horrendously busy. OPs Managers fly out to Dubai, Paris or in the U.S. to Vegas, Orlando etc. as mentioned above, to party and blow the hard earned money the shops bring in. Many times I didn’t see my OPs Manager for at least THREE MONTHS at a time, and when they came in, they bossed us around and played scary fear management for a few minutes, before disappearing again for months! The only thing I saw regularly was EMAILS and pressuring us on numbers and Mystery Shopper results!

Quote: Since 2018 there is so much pressure in getting the standards right however I’ve seen kitchens running on two people on night shifts and even one on day shift (where four people are required per shift) as area management does want figures to be right on paper- this could cause enormous issues if something went wrong I.e. allergens.” 

Quote: People are over stretched and tired since the pressure to achieve selection in stores is high but not enough labour in.

Quote:
“We as managers aim to make our teams happy and safe however the over stretching on labour just made us cover the gaps over and over not realising the biggest gap was within us unable to have a normal life or humanity due to the amount of hours being psychologically forced into work.”

Quote:
“I have met great people and higher management in this company but there is an unacceptable level of fear culture up here in Edinburgh, where people believe they won’t actually be okay if they quit their job if unhappy. It’s 2019 and if your employer raises you to be scared to develop elsewhere then it’s not a good employer.”

Nothing more to add!

 

And the gift that keeps on giving, a NEW MANAGER review on Glassdoor 16. Nov. 2019

2019-11-16 GM - Not as they present it

Link


 

This review is one of my absolute favourites, and brings some humour into all this!

Also, pay attention to the YES vs NO votes on all these reviews.

2017-12-15 Lick asses Prayer

Link

I could go on and on and on, and add countless more along those lines of above reviews, but my posts tend to get too long. I just post one more which is the shortest review I have come across. It doesn’t take many words to describe Pret A Manger. This is even from a Team Leader. Well, it’s simply Pret:

2019-09-16 CoWOrkers bomb Company trash

Link

 

Above comments and articles are only a fraction of a long list of staff reviews and complaints. For an extensive, yet not exhaustive list please visit: Pret Staff Complaints (list needs to be updated, I stopped in August 2019) with a few collected in below slideshow.

When on Glassdoor, one has to register and be signed in to read reviews. The best to see the latest reviews is to click where it says by default “Popular” and select “Most recent”. On Indeed, click on the number of reviews, and then location select “All”. Glassdoor and Indeed post the positive reviews by default.

Finally, some very wise words I came across once on Twitter, but I know Pret will not heed (they read my blog) because they are stuck in this profit-driven business and always find ways to sweet-talk their way out of responsibility:

»It’s amazing to me how many business leaders separate their employees from their customers/patrons. Your employees are your core target audience to put word-of-mouth out about your organization.«  — @minmilyjung on Twitter

Any employee reading this, especially in Pret and the service industry: join a Union and leave reviews on Glassdoor, Indeed and any other platform:

The following Unions cover the food industry (links to Twitter):

BFAWU1McStrike (UK) — Fast Food Forward (USA) — GMB UnionUnitePret Staff Union (UK, not as active) and others. The BFAWU is very active with McDonald’s strikes and are very informed about Pret A Manger issues.

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints

Staff review: “Bad managemet, always being ‘hounded’.”

 

Staff review: “Worked into the ground without empathy.”

 

Smile for the Mystery Shopper. I renamed: “Misery Shopper”!

 

I continue to ask for independent investigation into Pret staff suicides.

NOTE: Glassdoor has changed its selection of reviews. On Pret A Manger reviews, Glassdoor is now sieving out Managers and Leaders reviews on the front page.
To see ALL the recent reviews on Glassdoor, click where it says “Popular” and select “Most recent” or “Lowest Rating” AND Clear All “Full-time, Part-time”. Also, Glassdoor demands logins now, where you can only see ONE review without being registered and logged in. The reason why the amount of reviews change from 683 to 697 may be that Glassdoor withholds some reviews. But I’m not sure how that works. On Indeed at the Location feature, scroll up to select “All” and it will automatically list all cities/countries in chronological order starting with the newest.

Indeed now even started handpicking reviews as “the most useful review selected by Indeed”, which shows that these review sites are not neutral, as they only select the positive ones, no matter how “rotten” the company may be or how many experienced staff have voted their agreement with the (negative) review:

2019-12-10 Indeed selects featured reviews now

 

DEFAULT view:

2019-11-22 Glassdoor Default

 

Click on Sort: “Most recent” and “Clear All”

2019-11-22 Glassdoor Clear Moste Recent

 


 

I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1.
“Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.


Interview:

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