I thought the French made the best pastries, until I moved around the corner from Byen Bakeri and discovered the Nordic ways. Now I am obsessed with Scandinavian bakeries and seek them out wherever I go.
Byen helped me discover the life-changing magic of perfect almond paste. Normally a chocolate person, they were out of chocolate croissants one weekend afternoon so I went for the Royal Croissant, which had chocolate and almond paste. It was much took sweet for me, but I fell in love with the almond paste and by the end of my patronage was buying 2-3 pastries a week, usually the Tebirkes (which are like almond croissant with poppy seeds). I've tried countless other tebirkes, croissants, etc, and none has come close to the texture of Byen's almond paste, which is smooth and delicate inside a pastry, and delightfully candy-like at the points it oozes out of the pastry and hardens on the item's cooking surface. Its hard to describe.
The coffee is just okay, as is the staff. I categorize the two together because the coffee is largely dependent on the employee who happens to be working. I'd always bought a quad americano and was charged 4 different prices at different points in time and had it served in various cup sizes. I have to stress that living around the corner, I visited several times a week with the same coffee order, yet the girls working would bristle every time I requested it. On a few occasions, I came in at 3:45 on a Sunday or other weekdays between 5-20 minnutes before the store closed, and they refused to make it because "the espresso machine was already off." I know exactly what that means. It means someone wanted to get ahead on their closing duties and already cleaned the machine, and if they use the machine again it will need to be recleaned. I'm sorry, but that is idiotic. Its just bad business practice to turn away sales that way-- a restaurant doesn't turn away a dinner order because they already turned off the oven or cleaned the pan.
But what is REALLY bad business practice is losing someone's credit card and doing absolutely nothing to make it right. I noticed the changed it after the incident I'm about to describe, but the Square credit card readers used to be mounted in an awkward spot by the register (like not at the gas station or pharmacy when its mounted right in front of you and you put your own card in) so you'd hand it to the cashier and it would remain in the card reader while you signed the screen, added tip, etc.
One day, they forgot to hang it back to me. And in their defense, I forgot to ask for it back. My hands full of pastries and coffee, I took off without it and walked the 150 or so metres home. It wasn't until a couple hours later I realized I didn't have my card, so I walked back and let them know I'd left it earlier. The girl who was working told me the manager put it away for safekeeping and that she wasn't sure where it/she was. She told me to call or come back on Tuesday (this was Sunday and the place is closed on Monday) and ask for Michelle. So minor inconvenience, I don't have the card for a couple days but its not the end of the world. Well come Tuesday I go back to the store and meet Michelle. However great of a baker she is, this woman should NOT be running a business. I told her my name and she acknowledged having put aside my card and went back to get it. Less than a minute later she informs me that she has lost the card. She keeps going "oh my gosh, so weird, I just don't know what could have happened to it. I just put it right back there in the office. Oh my gosh, so crazy, so weird. Its probably just in the trash."
Her evasiveness was bizarre and honestly made her look like an uncaring idiot, but what bothered me was her lack of remorse, no apology for turning a minor inconvenience into scary uncertainty for me.... am I going to be able to make it 5-10 business days to get a new card from the bank (I'm a student and don't have multiple cards like some people)? Is my identity/bank information compromised? How am I going to afford the late payment fees that I'll owe because I can't pay certain bills without this card?
The way that she concluded it must have been accidentally thrown away and offered NO sympathy or solution is the worst example of customer service I have ever encountered firsthand. Didn't even TRY to make it right. She didn't say "It must have gotten thrown away, I am terribly sorry, please write your phone number so I can can follow up with you, and take mine if you have any concerns". Instead she just treated it like "well, that's that".
The amazing pastries might compensate for the mediocre coffee service, but they can't make up for making customers unheard and unvalued. read more