Food is very good when it's not burnt to a crisp. There was a time this place was so highly regarded that it couldn't do anything wrong. Let's all be honest with each other, that ship has sailed. I've made my last 20+ minute drive just for their goods. Their Croissant dough is great and it's an awesome twist in danishes. Their sourdough is good but you can find solid loaves of sourdough at other places now. Half the stuff is burnt beyond edible and at this point I'd rather buy something without being scowled at. The service is awful, nobody who works there seems to even have the slightest desire to be there or to be of service. It's the most morose and dull environment I've been to in a long time. Unwelcoming, no energy, sterile and boring as all get out.
I was in with my 5 year old who wanted a croissant with jelly. I asked if they had that and they looked at me like I had 4 heads. It's a bakery, that's a pretty fair request. I was told " we have our butter and jelly on a baguette special". I asked if it was possible to just put the jelly on a croissant instead of baguette and the person working had to go ask if they could do that, he actually went and asked and someone who actually told him "NO"???!!! I spent many years in the service industry. I worked in a number of different restaurants of all kinds at all levels. I've had hundreds of employees throughout the years. I've never told a guest or an employee to tell a guest "no" to something we could do. That is an absolute abomination and I would've happily kept this to myself if it was simply something they didn't have--"oh sorry, we don't have jelly". That would be totally understandable but you're literally putting it on a different type of bread product as your special of the day. Didn't even try to come up with a creative solution if perhaps they didn't have the bandwidth to cut and jelly the croissant--how about I give you a side of jelly? Nope. Instead I ended up buying a 2 Oz jar for an additional $6 so my kid could have what is now a $14 croissant with jelly, before tip for such amazing service. Sorry, this place officially sucks. And I'm not the only one who has noticed. When mentioning this to multiple people in the area the responses I got were: "the service in that place always sucks", "why is everyone who works there always so miserable and inhospitable"? "That place feels like walking into a morgue", "it's the unfriendliest place I ever go and don't know why I go back". "I once heard an employee scream at a customer on the phone and curse them out while I was standing in line".
I can only imagine that this is the result of poor leadership. This kind of attitude and environment can only come from the top. They're clearly just empowering people to put things in bags, not be a restaurant or service industry establishment. That's a shame, some of us would rather have a kind "good morning" or a smile when we're getting raped for $8 on a simple croissant.
So I think this is likely the last time I make my way over there. I encourage others to think about their experiences and if it's worth the drive or wait in line or expense. Because it's definitely not worth the combination of those things. Let's stop holding undeserving places on a pedestal they haven't earned. COVID ended a long time ago, you can certainly do better if you prioritize it. Being a top bakery doesn't mean you have to be aholes. Take a note from Zingermann's and consider sending your staff to their trainings. read more