I typically wait until I've been to a place more than once before writing a review, to know what the average experience is like. I've been here a number of times now, and while I will share some praises, it is becoming increasingly difficult to look past the customer experience. I know I'm not alone in this, as I have been there while a handful of other customers have been experiencing issues, mainly long waiting times and lack of communication. The last time I was in store waiting for a sandwich, others had been waiting for quite some time (and one had definitely ordered ahead). Only one person was in the back making sandwiches, while two employees were standing in the front...standing...with nothing to do, while customers waited and had no communication about the status of their orders. We were there for at least 15 minutes, and they were all there before us. Someone finally went up and asked if she could at least have the drink she ordered while she waited - they asked for her order again and then made the wrong thing. After about 10-15 minutes, one of the employees from the front finally went to the back to help make the sandwiches. This isn't a unique experience. The first time we went and ordered sandwiches, we waited for ages only to discover our food was discreetly waiting on the back counter and no one ever mentioned it was ready, including the two staff members we placed our order with, who were just standing at the front counter looking around. Most recently I ordered tea, a cup of tea with oat milk, and it took four attempts to settle on a drinkable cup. The batch of cups seem to have a serious leaking issue, and unfortunately I can't seem to drink hot tea out of a plastic cup with a straw. I'll work on it. I have been to the Danbury location as well, and with only one person working, several basic hot drinks took at least 10 minutes...I didn't order any food that visit because the cases and trays looked pretty dirty, though I've never thought that about the New Milford location which typically looks very presentable.
Now, on the plus, and why I keep coming back to this place despite my elevated blood pressure, the food is really tasty. I'm having a minor love affair with the French cream donut, and my husband is totally on board. For me it hits the perfect spot, the cream is fluffy but with substance, just sweet enough, and the donut has a hint of lemon (I think) that elevates the whole experience. I've also been known to dabble with the apple almond tart and have no complaints. The Turkey Cobb sandwich tastes fresh and is satisfying, even on one of their bad days. So yeah, I keep coming back for good food and gosh, I really wish that donut weren't so good...or that they'd just iron out the service issues! Then this review would be 5 stars and a million more. Come on a day when all you need is a donut, or when you have endless patience and don't mind losing a little :) read more