Boulangerie Michel Breitnerlaan — Restaurant in The Hague

Exceptionally poor way to handle orders and quick to dodge responsibility.

We ordered a cake (a surprise actually) for today the 22nd of December. This about 10 days, maybe more, before the actual day. Tried to go in person last week to pay for the cake at the store but they won't take money before the actual day. Odd.

Made sure via email and telephone that the store is the right one and the time is the right one. Phone says 10. Email says 10.30. No matter.

Show up ahead of time, wait a fair bit, cake is not there on the day. People behind the counter and on the phone are VERY quick to shift blame and throw "not my fault" or "i don't know, i was not working on that day" around but, as far as a regular customer is concerned, it still says "Michel" on the door, so it's Michel's fault (and its workforce's responsibility).

Prija from the sales team is supposed to call but never does. Calling (again) poor lady behind the counter I get told "Prija already contacted me (me writing this review) and apparently during the call I promised to go and pick up the cake (which in the meantime has already been delivered from another store)". Problem is I never spoke to Prija before in my life nor did I promise to pick up anything, I'm working. Misunderstanding i'm sure.

With enough prodding I get a call back where she apologises, the cake is there, I can go and pick it up or have it delivered where I want.

But you know what? Sometimes it's just too late. Late for a party, late to organise a delivery, late for a particular celebration or for people to feel like they want special cake if those behind it act so shifty around it, as if they don't want to touch it anymore. No sweet treat can remove the bitter taste, really.

Shame for ruining a special occasion and not owning up to it until too late. Shame for missing the deadline and not giving your coworkers the power to give straight answers, shame for wasting anyone's time, shame for betraying expectations.

It's just cake at the end of the day but then again it's not, is it?

Good luck if...

Customer service should improve! Last Sunday, I called at 11:35 to ask if baguettes are still left. I was told plenty. I arrived at 11:45, the shop was totally empty. I told the lady that I was very disappointed. It seems she couldn’t take the feedback (it wasn’t rude just explaining that I came all the way from Bezuidenhout and would have liked to have a more realistic feedback or maybe asked to put some baguettes aside). It seems she complained to the next customer who entered just as I was going out. He then yelled at me when he came out 😂 🤣. Surreal scene. If this is how customers are taken care of, I am not going back there...

It used to be a regular favourite spot... The Breitnerlaan branch of Michel’s has gone downhill fast. Reusing coffee grinds and serving tepid cappuccinos with yesterday’s pastries is not ok... It’s popular, perhaps because it looks like the only French bakery in the neighbourhood, but it’s sad to see the lack of pride in quality and service. Complacency? Telling-off your staff in front of customers is not attractive either. There are much better places to get coffee and fresh bread...