How Pret A Manger's Unwritten Policy Lets Some Customers Get Free Coffee

Imagine paying for your usual coffee—only to watch the person in line behind you walk out with the same drink, completely free. That’s the strange reality at Pret A Manger, where employees have the leeway to hand out complimentary coffees and snacks based on nothing more than gut feeling. For years, customers have speculated about who gets these freebies and why. Now, the truth is out—and it’s more subjective than you’d think.

Yes, up to 28% of Pret customers may receive free items like coffee or pastries, based entirely on whether staff find them appealing, well-dressed, or simply likable. This unofficial policy isn’t about loyalty cards or promotions—it’s about individual judgment calls behind the counter.

What Is Pret A Manger’s ‘Free Coffee’ Rule?

Pret A Manger, a major UK-based sandwich and coffee chain, has an informal practice where employees can choose to give away free food or drinks. According to Pret’s founder, Clive Schlee, staff are encouraged to offer complimentary items—like coffee or biscuits—to customers they personally find pleasant. This could mean anything from a warm smile to a smart outfit or even an impressive hairstyle. Schlee also noted that in 2014, the chain was selling around one million cups of coffee per week, hinting that this perk is partly a way to give back.

Does It Really Work? Real Customer Experiments

Curious customers and journalists put the policy to the test. A BuzzFeed reporter visited multiple Pret locations wearing what he thought was a charming outfit, but after eight failed attempts and zero free coffees, he concluded that looks—or at least his—didn’t matter much. Meanwhile, a Daily Mail journalist found success simply by putting on makeup and dressing up; she scored a free coffee and even a biscuit at a location where she’d previously been denied. Other experiments showed similar inconsistencies.

One woman, Paula Cocozza, noticed her colleague Susan received two free coffees in a week—often while riding a bicycle. Hoping bike ownership was the trick, Paula borrowed the bike and wore a motorcycle helmet, but still had to pay. It wasn’t until she pretended to be recently unemployed and claimed her bike had broken down that she finally received a free coffee. Clearly, the factors influencing staff decisions go beyond simple appearances.

Why Are the Rules So Inconsistent?

Different Pret customers have reported wildly different experiences. Some claim they regularly get free coffee, while others are always charged. In one experiment, two women tried contrasting approaches at the same Pret: one played the cheerful, friendly type, while the other went for a sad, pitiful routine. The cheerful one was offered a job as a barista instead of a free coffee, while the sad one got nothing. But when they switched roles at another location, the formerly cheerful one scored a free coffee by claiming her cat was sick, while the other walked out with a free drink just by being polite and smiling.

Other anecdotes include a man who said he usually gets free coffee but was unexpectedly charged one morning, and theories that regulars or the last customer of the day might get complimentary items. The common thread? Staff decisions vary widely, seemingly driven by mood, personal impression, or random factors.

Frequently Asked Questions

Is it really true that 28% of Pret customers get free coffee?

Yes, according to Pret founder Clive Schlee, roughly 28% of customers may receive free items like coffee or snacks. This is not an official program but rather an informal practice where employees use their discretion to reward customers they find appealing or pleasant.

What kind of behavior makes you more likely to get free coffee at Pret?

There’s no official criteria, but experiments suggest factors like smiling, dressing well, having a friendly or interesting story (like being unemployed or having a sick pet), or simply catching a barista’s mood the right way can influence the outcome. Appearance, attitude, and small talk all play a part.

Do all Pret locations follow this unofficial freebie policy?

Yes, this practice has been reported not just in the UK but also internationally, including at Pret’s Shanghai K11 location. However, the application is entirely up to individual staff members and varies by location and time.

Can you increase your chances of getting a free coffee at Pret?

While there’s no guaranteed method, some customers have had luck with positive body language, friendly conversation, or even dressing up. Others have succeeded by pretending to be in a tough situation. Ultimately, it depends on the staff member’s personal judgment.

Is this policy still active today?

The policy hasn’t been officially discontinued. Pret has acknowledged the practice in interviews, and customer stories continue to surface, suggesting it remains part of the brand’s informal customer service culture.

Recommended FrontStreet Coffee for Café Lovers

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