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| - Our first visit to Kneaders was a disappointment. We understand it's tough opening a new business having launched several successful ones of our own over the last 30+ years, so where do we start?
How about when we opened the door and it crashed against the large potted plant outside the entry because the pneumatic door closer had come apart. This is a new location and yet no one was addressing the problem, even though several customers AND employees went through it during the 12 (yes twelve) minutes it took waiting to pay for our bread.
Which brings us to the service. Not once were we ever welcomed or even greeted by the numerous staff that looked at us while we entered and then waited. Not that there was a long line mind you... only one woman in front if us with two well behaved young boys who took a long time deciding what to order at the ONLY register that was staffed.
Even though there was a second register next to the one where we waited no one came to assist. Not the employee who looked to be the manager that walked up, stood right there, shook hands with a younger man to the left of the register and then proceeded to share a conversation the entire time we waited. Nor did the girl who walked up to the register and punched a few buttons as she sucked on the straw of her drink. Nor did the girl taking the woman's order ask any of the SEVERAL employees standing behind the counter to assist us, even though she saw us standing there because the woman in front of me was not large.
They obviously take their name to heart, because anyone who bakes knows that if you knead your dough too much it gets tough. This morning when I tried to cut our cinnamon chunk bread it was so tough I could hardly get a bread knife through it. As for texture, though I've never chewed a sponge that was my first mental image because I had difficulty getting the first bite sufficiently masticated to swallow. Taste was also off and quite unlike any cinnamon bread or roll I've ever eaten, and not in a good way. Sara Lee cinnamon bread from the days old bakery store is FAR superior.
After one bite both my slice and my wife's went in the garbage. My wife and I briefly discussed taking the bread back for a refund but the thought of driving there then waiting another 12 minutes made us decide to throw the whole loaf in the trash and write it off as a learning experience... even though we hate, hate, hate wasting food.
Whoever wrote the franchisee operations manual, should include instructions to spend time in Wildflower and Paradise Bakery stores to see what customer service and quality are all about.
I could easily have made a fuss and probably would have been justified doing so, but that would have gotten my evening off to a bad start so we waited our 12 minutes, paid, said thank you and left, being careful not to smash the door against the planter a second time... even though the employee seconds behind us was not so careful. I wonder how much more it costs to replace door glass than fix a pneumatic closer.
This location is fortunate to be located next to a COSTCO and a Deseret Bookstore because that proximity is the only reason we can imagine anyone bothering to enter more than once.
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