Pfeil & Holing — Local services in New York

They carry plenty of products, but also the worst customer service I have ever experienced. I have been using Pfeil & Holing for my supply needs for about ten years now, and it seems that their customer service has really suffered from some changes in the last few years. This review is for the actual retail store/"showroom," however, which I had the displeasure of visiting today.

I walked up to the counter to buy several items from the "showroom" floor. I was told by the young woman behind the counter--who, by far and without question, was the most awful person I have ever encountered in a store--that the warehouse would close for lunch in ten minutes. Not posted anywhere, but that's fine. She then informs me that I "won't be ready." I asked her to clarify and she repeated that I "won't be ready, because you have to look through the catalogs and write down the numbers." I assure her that I am ready, and she tells me to have a seat and write down the order, and disappears. Thirty seconds later, I'm back at the counter, waiting. After five or more minutes, she returns only to tell me that I won't be able to place an order until after lunch.

I won't be back after lunch and I won't be back to order with Pfeil & Holing again. In my ten years of professional baking, I have not seen a company with such poor...

Today, I went to Pfeil & Holing to buy gum paste flowers. When I got home 6 hours later I realized that I did not have the flowers. I called P&H 5 minutes before their closing time to find our whether I had left the flowers at the store. After a brief hold they told me they had located the flowers. I asked them to ship them for me. They told me they would be shipped the next day. A couple of minutes later, a P&H employee called me to inform me that an employee who was going to be not too far from where I live could meet me to give me the flowers so that I did not have to pay shipping. I got the flowers from this gentleman who was patient enough to wait for me, as I was 15 minutes late due to NY traffic. What honesty! What a terrific customer service! I was truly impressed by P&H. The employees went well beyond the call of duty to assist me in getting a mercahndise that I erroneously left in the store. Awsome store, great price and fantastic customer service. This store has my heart....

You can get almost anything for cake decorating here. Prices are somewhat good. Staff is very friendly and helpful. You never have to wait long for your order after its place when you get there. You can call ahead and place your order 2hrs before pick up. I love that you can open some products and take a peek to be sure that what you want. Maybe to check for correct color or design. There's a computer to look up items and catalogues to...