The “Difference” between Pret’s Kitchen & Shop

I would like to explain something to Pret front-line workers.

I am ecstatic about @at_pret‘s planning to strike and am super proud of their courage! If the strike goes forward or whatever the outcome may be is another topic. And of course I hope the strike goes forward and staff ask for and get MUCH MORE, especially the London Living Wage.

But I like to put some balance into an issue that I had to balance out many times when I was a Team Leader at Pret in many of the shops I worked at.



I was a Team Leader of the shop floor and also worked in the kitchen to learn the products and helped out many times. I ALWAYS was gobsmacked and had a high respect for Kitchen Team Leaders, because I could never do what they do! I ran the shops as a shop Floor Leader (FL) and even though it was extremely stressful, the job was EASY for me!

One General Manager (GM) said to me once that I run the shop with my eyes closed! It came easy to me! What did NOT come easy was all the bullsh!t and bullying from the top! One GM tried to coax me into becoming a Kitchen Team Leader (KL) if I wanted to move up to be an Assistant Manager. But I declined because running the kitchen is a nightmare!!! And I also loved working with customers and appreciate daylight!

There are many Pret staff who prefer to work in the kitchen as they don’t like contact with customers. And that’s fair enough!

But at times when the shop staff had a go at the kitchen staff and visa verca, I quickly jumped in to balance out the conflict.

Kitchen staff often think that shop staff are lazy because at times after the busy coffee rush and before the busy lunch rush, one or two staff stand by the till and seemingly look like they’re not doing anything!

But shop staff are always pressured by management to STAY at the till and DON’T MOVE! Because staff are pushed to drop everything as soon as a customer approaches the till! Staff are pushed to serve FAST to get customers in and out fast, as this means fast money flow.

I don’t want to get too much into this and want to avoid writing a LONG post again, but I often explained to the Team that we ALL work HARD and each team just has a different kind of stress!

I explained to those who never worked on the shop floor, what kind of stress shop staff suffer. And then I explained to shop staff what kind of stress kitchen folk suffer, and they started to appreciate each others’ work and helped each other more. And thus we all realised that it is much easier to work TOGETHER than to fight each other!

Kitchen staff have to work FAST like machines WITHOUT ever stopping! But kitchen staff don’t have to SMILE and pretend to be happy every second of every day on the shop floor and kiss butt of customers who have a go at them because their latte is cold!

Kitchen staff have LOUD and FAST music, NOT for fun like Pret claims, but so they don’t talk and work fast. Fast and loud music serves as a beating drum for the work pace! Your head explodes with that stress!

Same in the shop, the music has to always be loud so that customers don’t linger around too long! But kitchen staff at least can choose their own music and even switch it off if they want to. Although management and KL will switch it on again! I was told off by an area Manager once because I kept turning the volume down in the shop after my head was exploding and I had a concert of Tinnitus bugging me every day. Also, customers kept complaining, but Pret wants the music LOUD! In the kitchen at least staff have some control of the music system.

Shop staff have to listen to the same songs day in day out for months until head office changes the playlist!

If you are ill, depressed, bereaved and you work in the kitchen, you can do your bench in the corner of the kitchen, don’t have to speak with or look at anyone. You can even have a quite cry and wipe your tears on your shoulder!

If you are ill, depressed, bereaved and you work in the shop you are NOT allowed to have a sad face and MUST pretend to be happy and smile at all times! You MUST suppress the tears while being bugged by a customer who’s taking 5 minutes to get out pennies to pay for the £2.85 and tries to get rid of change. …

I know the public doesn’t believe this, unless you have worked or know someone who’s worked at Pret. But I had countless times when I went into the toilet when the shop was quiet, burst out in tears, splashed water on my face, dried up, waved wind into my eyes for my red eyes to settle back, went back on the shop floor, smiled and my customers never knew how suicidal I was. Especially after I buried my brother. At times I BEGGED my Manager to put me in the kitchen to work for a day when I was very down. I couldn’t afford to take unpaid leave if my holiday was already taken, and wasn’t paid for the first two days off sick, even if I’d had a GP sick note.

Most of the time my GM refused me to work in the kitchen because I wasn’t used to the pace and would have slowed down the production and the whole kitchen Team. Other times I begged to be the coffee maker for the morning so I don’t have to face customers and smile all the time. Again, refused because unlike in the kitchen, I was very efficient with fast service and looking after the shop. Even during extremely busy lunchtime, the shop side was immaculate at all times when I ran the shifts. So my Managers never wanted me in the kitchen or on coffee. If I was at any other position, coffee, kitchen it meant my GM or AM would have to look after the shop instead of sitting in the office checking Facebook! This is REALITY in Pret with many Managers!

It is ALWAYS about Pret, about Managers not wanting to work but dump all the burden on those who already work like machines. And I say it again, that I survived this especially during bereavement I still don’t understand!

This has screwed me up so deeply that now I REFUSE to smile or even be friendly if I don’t feel like it. And much worse, I lash out in a drunken stupor at GOOD people because I get paranoid they’re out “to get me” … You can judge me if you like, but this is reality.

Since @at_pret made the strike announcement and the Guardian took it to another level, social media is exploding with customers boycotting and even vowing to never set foot inside a Pret again! Reddit even has several former Pret staff speak out! I will STOP myself from posting ALL the reddit posts, but one I want to highlight and say that I also had to countless times console a colleague who cried in the staff room because our boss told them off, or a customer had a go at them …

Link to reddit comment from 12.08.2021


»I can see no one in the comments worked for Pret. That place is a hell to work for, you always end up doing the job of 3-4 people, they have high standards, you are scolded if you don’t smile, and so on. It’s hell, I have never seen so many people crying during and after their shift. You are paid pennies compared to your workload. I can keep going, but it’s just not worth it and now they even cut the paid break, which was the only incentive to stay there. I am glad I left.«

One of many staff reviews along those line, this one is from 2015:


Quote: “A lot of people cry in the staff room especially in their entry period …”

I could go on and on on with the different stress points in both areas, but I only want to emphasise that BOTH, kitchen and shop Team work bloody HARD, each with their own stress levels!

Sure, kitchen staff have very little opportunity to get the individual outstanding card awards! Shop staff have much more chances to get an outstanding card. But the outstanding card is an INDIVIDUAL reward, while the bonus is for the whole Team.

When someone kept having a go at the kitchen Team I said to them that they should work in the kitchen for one week and then after a week they come back to the shop floor and KISS the ground! And visa versa said the same to a kitchen staff to work a week in the shop!

I always stressed to kitchen and shop staff that we are ONE TEAM not two Teams, ONE team! And division and stress between staff is EXACTLY what Pret and low-wage companies love! It distracts from the REAL issues of exploitation by millionaires, who throw crumbs at the bottom to fight over!

I saw a bunch of pigeons fighting over crumbs once and realised then where the term “picking on each other” comes from!

I speak about this in my interview on a podcast, fast forward to 1:22:20 via Soundcloud.

@at_pret kitchen staff, if you’re reading this, please understand that the shop Team have AS MUCH stress, it’s just a different kind of load, but shop staff work AS HARD as kitchen staff and kitchen staff work AS HARD as shop staff. NO-ONE works harder, and NO-ONE has it easier! It’s just a different kind of stress!

My favourite review I came across is from a kitchen worker who also had to jump in to help out in the shop on the till. And trust me, as a Floor Leader I often helped out in the kitchen or asked a shop staff who wasn’t busy to help out in the kitchen as much as kitchen staff also helped us in the shop.

It’s ONE Team! ALL work hard!

My favourite review that still has me cry at times as it triggers the pain that follows you home! I gave it an extra YouTube slide because the public NEEDS to understand how Pret staff suffer!




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 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.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
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.

Please also see the MEDIA page for more.

Thank you for reading/listening.

©2017 – Present:




Unless otherwise stated or linked to, this website and all writings within this site are the property of, and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present:, unless otherwise stated. All Rights reserved. Disclaimer.

Leave a Reply

Please log in using one of these methods to post your comment: Logo

You are commenting using your account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s