Bakery Terbuyken GmbH — Restaurant in Dusseldorf

Aggressive behavior because I was on the phone?

I had a very upsetting experience at this bakery yesterday. I was on the phone with my sister the whole time — while waiting in line for 10min, ordering, and paying — but I was calm, respectful, and caused no delay. I paused the conversation briefly to say “a big cappuccino, please” and again to pay by phone, which I did immediately.

The staff member who served me (I believe her name was Mandy) reacted with shocking rudeness. After the payment, she mumbled something in an aggressive tone that I couldn’t understand, stomped off, and disappeared behind the counter. Her colleague then gave me a look as if I had done something terrible. When I asked what the issue was, she told me, “You were talking on the phone.”

Seriously? Since when is talking on the phone, quietly and without disturbing others, a reason to be treated with such aggression and public humiliation? Because everyone was looking at me, after she made a scene.

Is it a policy of this establishment to allow or encourage such behavior toward customers who happen to be on the phone? If yes, there should be a big clear sign at the entrance: “No phone calls allowed — or you risk being treated with hostility.”

This left me angry and deeply disappointed. I’m at the end of my pregnancy and just wanted to enjoy a peaceful morning walk with my dog and a coffee. Instead, I was humiliated for no reason.

I waited 24 hours to calm down, but I feel just as hurt now. This behavior is unacceptable, and if this is how the staff are instructed to treat paying customers, I think people deserve...

The staff is really unfriendly.

Look, your place is great and the food is really high quality and good. However, from time to time, some staff members are not friendly. Rude in away. My situation this morning - I've got to the bakery to have breakfast, made an order, and got Berliner while I wanted another one. I discovered that after I paid with a card. I kindly asked to change, and the lady who served me did it. But - she so much didn't like the fact that she needs to change it and there is a 5c difference in price. I was happy to pay and suggested to do so, while she didn't even look at me and said like - no need to pay and showed how angry she is. I really felt like I'm kind of theft while I didn't do anything wrong. What I would expect is a smile and 'Hey there is a small problem, please pay 5c in advance'. I'm a customer and I want to be treated appropriately. Please work with your staff, you have a great product; service is...

I've seen this from other posters, and experienced the same. The food is really great, quality, taste top notch. The staff exceptionally rude... Asking if I could get a piece of cheese added to something they had pre-made I get the answer "no." Thinking maybe I wasn't clear explained what I wanted and was answered "no" pick something else with cheese (all of which had meat and being a vegetarian that wasn't possible). Explaining this I was told, "go somewhere else, to pit cheese on what you want I would need to go grocery shopping."

Tip to the management, next time simply saying to a customer "sorry we don't make these here and cannot add XYZ" would have saved us both time, and had everyone leaving a...