Porto's Bakery and Cafe — Restaurant in Buena Park

Most of my experiences have been pretty great here. You have to expect a wait in line and don't forget the trouble with parking at times. However, I treat coming here like going to Costco- You expect those lines and wait times for a reason. However, on my second-to-last visit, I had ordered several bags of food and only opened them once I got home. One of my items was a $7.99 turkey sandwhich. I did not get that item in my order. So, I called, left my name and number, and was told I would get what I paid comped on my next visit. Well, that visit was this last Saturday. Now, I and a group of friends had just come from an event and the place was packed, which we expected. I told the lovely worker who took my order about the mistake last time and she told me her supervisor would give her a code and check for my name/number. She then came back and, to no fault of hers, as she was following instructions, she told me that she could only refund $7. With tax, I had paid about $8.78 and when I asked why I wouldn't get odd the amount ai actually paid, I was told all they were willing to give me off was $7. The supervisor had walked away and the employee told me she only had authorization to take off $7 and it had already taken about 8-10min for me standing and waiting before paying to have the employee track down her supervisor and get the code. So, Portos messed up and didn't give me an item I was charged for, and then, after saying they would comp what I was owed, the manager just plucked a total out of thin air and then disappeared and didn't help her staff. It's the principal of the matter for me. I paid a sum, I want that amount compensated, because that was what was owed. Plain and simple.

I'm just disappointed with how the supervisor handled things and then disappeared so I couldn't even ask about the correct price when the price is literally on the menu board overhead. I've had two good experiences here and now two that weren't great. I don't even know if I'll give them another visit. Also, the tamales were way too soggy. But just remember to check your bags for all of your items before you leave. You won't get comped back what you should.

UPDATE 8/22/24

Customer service reached out and offered my a $25 credit to try to mend things. But now things are, ironically, worse. Long story short, when I brought a friend with me and tried to use that credit, the manager didn't believe us, . Made me repeat that I was using credit severql times and for how much then tried to take off, guess what? ... $7 AGAIN and then got visibily upset when I pulled out my emails with customer service showing them offering the $25 credit and explaining the situation. The manager didn't say a word and just adjusted the credit. My friend that was with me and I both felt very uncomfortable because I was accused of already using my credit and that "I'm getting lucky this time, but this is the last time." Not hard to see the manager thought that I was a scammer or something when I had simply been invited back for a fresh start with Porto's. My friend also noted that the manager glared at me from across the room when I asked another staff member for some to-go boxes. Very hostile experience. Did not expect to be treated like a thief or something. Portos- please please fix your customer service. I get that you are a busy place and your pastries are nice. But the stress I have had interacting with your staff, managers no less, has been anxiety inducing and downright deplorable. It just isn't worth coming back when I now wonder if that same manager will recognize me and give me a...

I love Porto's food. Their items never disappoint, sweet, savory, seasonal, it's always good. Coming from someone who has historically always frequented their original store, I decided to visit the Buena Park store because it is currently their largest location and I was in the area visiting. I didn't care for this location. The fact that it's in a high tourist area does effect the crowds, however, that's not what will deter future visits for me. It's the decrease in the amount of single serve dessert items at this location and lack of customer service. They did not have any of the single serve desserts that I usually get from the Glendale store. Every single one I asked for (3 of them) I was told "sorry, we don't have that here" so I settled for 2 that they did have. The guy taking our order at the counter looked very annoyed that I was asking for these desserts. One of the ones that I settled for was still not single serve it was the Tres Leches slice which was a larger loaf size, so it's shareable. The guy taking our order waved us over when we arrived and immediately just asked what do you want to order, no smile, zero eye contact, he kept looking around while taking our order then kept asking me to repeat myself. If he would look at me while I was ordering he'd do a better job. I love that when I go to the Glendale store if I'm craving a single slice of the tres leches, strawberry shortcake or various others I could get a single slice. Don't expect that at this location. They have a small case of single serve desserts only. A variety of about 8 of their cake desserts only. Please keep in mind I'm referring to the cakes not the baked pastries, they had tons of those. I'm only talking about the single serve cake desserts like Le'Opera and other cake desserts. I was very disappointed that I couldn't get their slices at this location since I was expecting the same availability. This location also lacks the Portos flagship store character that I've grown to love over the years and their super friendly staff. This store has a very industrialized appearance. One giant square glass box. It does have 2 full service counters as well as a coffee bar and bakery counter for just cakes. Although it has a ridiculously long line just to enter, the line moved pretty fast. Once you order the wait time can be a little extensive, especially if you order sandwiches from the cafe. We did not dine in because it was too crowded inside. But since we waited 30 minutes for our 2 sandwiches, we did eat some of the other items we had already received from the bakery counter. In total we spent 1 hour at this location for a to-go order. My next visit to Portos will be at their Glendale location. Where although it's busy as heck, you always get a smile, are kindly greeted and when you go to the counter you feel like familia, like they're just there to help you. Customer service is lacking at this location. I know it's busy, but that's no excuse to slack on the people aspect of the business. What I remember about businesses is not how quickly they got me my order, but how they made me feel while I was there waiting. I saw many workers at Portos today bustling about, running and moving quickly about to hustle and get orders out quickly. What I didn't see (or experience) was friendly...

I hesitated many days before writing this. But sometimes, even the smallest hurt—especially the kind that lingers quietly inside—deserves a voice.

Porto's in Buena Park has always held a special place in my heart. The first time I visited, I waited in that long line curling through the parking lot, just like everyone else. But it didn’t feel like a burden—it felt like a pilgrimage. The smell of freshly baked pastries, the cheerful chatter around me, the sense that I was about to experience something special. And I did. Your cheese roll became my little joy, a reward after a long day.

But last week, something shifted. And I left not with a box of warmth, but with a heart unexpectedly bruised.

I stood in line once more, full of anticipation. I had even rearranged my day—left work early, drove nearly an hour, just to be here. When it was finally my turn to order, I fumbled a little. English is not my first language, and while I try my best, I sometimes need a moment to catch up, especially in fast-paced settings.

The young male staff member who took my order didn’t seem to have the patience for that. He spoke like a machine—sharp, fast, cold. When I paused, confused, he repeated the same sentence over and over, even faster, louder, more robotic. There was no kindness in his tone. No human moment. No eye contact. Just a cold efficiency that made me feel... like a problem to be solved.

I said “yes” to everything just to get it over with. Not because I was ready, but because I was embarrassed. Flushed. Confused. My excitement vanished. I remember thinking:

“Wait… I came here for a pastry, not to be disciplined.” The worst part? I felt ashamed. I walked away carrying not just a box of pastries, but a heavy fog of humiliation. That feeling stayed with me the rest of the day. I couldn’t even enjoy my cheese roll—the same one I once savored. It tasted the same, but felt completely different.

Was it worth it? To race across the freeway, to leave work early, to stand in a long line… only to feel like a burden? Like I didn't belong?

It hurt. Not just because of one staff member’s attitude—but because I truly love Porto's. I admire the photos of your founders on the wall, the sense of family, the legacy. I want to keep supporting you. That’s why I’m writing this—with disappointment, yes, but also with hope.

I don’t blame the young man at the register. Perhaps he was overwhelmed. But I do want you to hear this—because if I felt this way, I imagine others may have, too. And maybe they didn’t write in. Maybe they just never came back.

Please don’t let the magic of Porto's be buried under speed and coldness. Hospitality is more than efficiency—it’s human connection. A gentle tone. A moment of patience. A smile that says: “You’re welcome here.”

Because we don’t just come for the pastries. We come for how they make us feel.

Respectfully, A loyal but quietly...