Lady M is my absolute favorite cake shop. I've visited its locations in China, Hong Kong, Taiwan,…read moreand New York City. Whenever I'm in Houston, I usually visit the Westheimer location. Today, a friend and I decided to try the Galleria branch. Unfortunately, while the shop itself was clean and nicely maintained, the customer service was seriously disappointing.
A quick note about the setup: this is a relatively small shop with outdoor seating. The patio is long and narrow, with only three tables and two chairs per table. So, if you're planning to meet up with a larger group, this isn't the most convenient location unless you don't mind splitting into smaller parties.
Now, onto the cakes! I'm a huge fan of their seasonal Marron Crêpe Cake and Earl Grey cake, so I was excited to get my usual slice. However, something in the display looked like a chestnut cake, but upon closer inspection, it wasn't the Marron Crêpe Cake I was looking for. I asked the female associate with red hair whether they had it. Her response? "What you see is what we have." Her tone was blunt and unfriendly, making me feel like I was inconveniencing her simply by asking a question.
I also asked whether the Dubai Strawberry Cake had kataifi mixed in with the strawberries, similar to Dubai chocolate desserts. She initially didn't respond, so I had to repeat my question. Her answer was that I could read the description on the sign. Well, if the display and descriptions answered every question, why would customers need to ask for help? Isn't part of an associate's job to know the products and help customers understand what they're buying?
I eventually settled on the Black Sesame Mochi Crêpe, while my friend ordered the Checker Cake after initially considering the Matcha Crêpe.
I also asked whether they had water, and her response was, "We sell water." Technically, that answered my question, but there's a much nicer way to explain that complimentary water isn't available.
I understand that working in food service isn't always easy, and everyone has an off day. However, customer service matters, especially when you're selling premium cakes at $12-$13 a slice. Customers are paying for more than just a piece of cake; the overall experience matters too. A simple greeting, polite responses, product knowledge, and even a basic thank you go a long way. Unfortunately, none of that happened during our visit.
As for the cakes, the Checker Cake was good, but the Black Sesame Mochi Crêpe was just average. I didn't get the mochi texture I was expecting.
It's especially disappointing because I genuinely love Lady M and have been a loyal customer for over two decades. Management really needs to work on customer service training at this branch. I would happily return to my usual Westheimer location, but based on this experience, I have little reason to revisit the Galleria branch.
Great cakes can bring customers in, but poor customer service can certainly keep them away.