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| - It pains me to have to write this review. However, 4 visits in the first week and no improvement, makes me think its management and not growing/new opening pains.
Were to start....I will start with the experience that actually motivated me to write this review followed by the experience I had today. Essence claim to fame is the Macaroon, so naturally being able to walk in and get a macaroon or variety of macaroon is important (have to do at least your claim to fame really well) So I stopped in Saturday (following Friday lunch were they ran out of cheese) to buy 10 mini macaroons. I waited in line and then promptly ordered when it was my turn. While ordering they looked in the case to see if they had what I ordered so I assumed that they would be pulling my macaroons out of the case. So I then peered into the case and ordered what I saw was available. I should have know something was wrong then because she was not grabbing and putting them in a bag.
Next after repeating my order (which I have had to do every single time I have gone in) she gives me a number and says it is for my coffee. So I am standing there twiddling my thumbs watching everyone behind me get their pastries and macaroons and leave. So I ask "May I have my macaroons?" This is followed by that will be 5-10 minutes for your macaroons!!!!!!!!!!!!! WTH are you kidding me, I just watched you give 5 people after me their macaroons. Then one of the other women says "Well it takes 5-10 minutes for special orders" DUDE YOU ARE A MACAROON STORE, ordering 10 mini macaroons is not a special order.
Then this is now followed by "Well they are making them in the back" followed by a sarcastic response from me, "really they are making them in the back" "YES" This is were I start to lose it. There is nothing I HATE more than being LIED to. I watched them dodge me and never go into the back to "make them" and proceed to pull them out of the very case I ordered them from. I also watched a gentlemen come in and order 10 mini macaroons and get them right then, pay and walk out. So I point this out to the women that told me they were being made in back and mine was a special order and she looks at me and goes "OK". I get you are busy, but lying and being rude doesn't help the situation. In fact to repeat myself I hate being lied to and why lie when the customer is standing there watching you not go in back and serve other people food.
Brings me to today, I thought okay Emily, you are being way too hard on this bakery they just opened. So my friend and I decide to go in for Brunch. I ordered the turnover and got my food oddly fast. Well that is because it was ICE COLD. so I walked up with my plate and ask if they turnover was suppose to be served cold (never know) and she says no. I so try to hand her my plate and she is looking at me like I am weird. Then asks me to take my knife and fork and goes Ill heat it up......I reply "are you going to nuke it"??!?!?!? She goes "Ill ask for a new one" Almost like she was doing me a favor.
Sit back down, wait FOREVER for the new turnover (definitely did not put a rush on the turnover) New plate hot turnover come out, and now COLD eggs. It was at that moment I gave up. No apology, no free mini macaroon, in fact they could seem to care less that they are the problem, and not the customer. I understand new openings, but with a new opening generally comes customer service. Everyone is running around like they were not trained. You have customers coming in ordering who have never been to your store and you cant even tell them what sodas you have or were they are located.
If you are going to place your drinks around the corner, put a sign out informing your customers what beverages you serve. Instead I tried to order a couple different things before they told me the drinks were in a case around the corner.
So to summarize, I find the staff rude, the service slow, uninformative. and food mediocre. It will probably do well because it is in Arcadia, however this Arcadian who loves macaroon will not go back unless its because the other dining party wants to go and I will continue to drive to Classic Cake and Confections to get my macaroons at least they act like they appreciate my business.
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