Backhaus | Burlingame — Restaurant in Burlingame

It took us 4 weeks to finally experience their breakfast sandwich. The sandwich itself is awesome, but here’s the timeline we went through:

Week One: We were in the store but didn’t realize they had a separate kitchen serving breakfast sandwiches. There was no sign anywhere in the store letting people know that we can recall. So, we ordered a bunch of pastries but didn’t know about the breakfast sandwiches.

Week Two: Stood in line before opening, got in, only to be told while ordering that the kitchen doesn’t open till 8am. Guess I need to scrutinize the website first before coming.

Week Three: Closed for Thanksgiving. Fair enough.

Week Four: Made it! Got there just after 8am and finally ordered three beautiful breakfast sandwiches. Glorious. Wait, we have to eat them on-site only and can’t get them to go? What’s the rationale for this? And why is this something we’d find out only when ordering? We couldn’t stay so we packed the sandwiches into a pastry box ourselves and left.

Overall, love Backhaus and very happy to have them in Burlingame. But the customer experience associated with the breakfast sandwich was...

I've been a loyal customer of Backhaus for quite some time, but my recent experience has left me very disappointed. When I entered the bakery, the young lady behind the counter didn't acknowledge me. There was no greeting, no eye contact, and she didn't say a word while processing my order. Throughout the transaction, she remained disengaged, and there was no attempt at even basic courtesy.

As someone who has always enjoyed the quality of the products at Backhaus, I was surprised and frustrated by the lack of professionalism and customer service. It's hard to overlook when the staff's attitude makes you feel unwelcome, especially when the bakery itself is known for its good bread. To make matters worse, the asiago bread I purchased was burnt on top, which was disappointing.

I hope the management takes this feedback seriously and works on improving their staff training. The bakery could really benefit from ensuring their employees provide a more welcoming, professional, and courteous experience for customers. It's unfortunate because I've enjoyed coming here in the past, but after this experience, I won't be returning unless...

Love the breads in Europe and luckily Backhaus has saved me trips to Europe. This artisan european bakery has products with the highest quality. Backhaus breads and baguettes easily beat the Michelin star bakery in Yountville. My favorite is the olive loaf. Try it with some high quality olive oil and early girl tomatoes and you are in heaven. They make everything in house with highest quality ingredients, including the flour which they now use their stone mill and sell it in separate bags. The price is higher but for the quality you get, it's a great deal. The shelves by the entry on the left, could be made more appealing as this is the first thing you see when you enter the bakery. Often times many of the shelves are empty and not populated. 2nd floor is great seating but the walls are a bit bare. Would be nice to have a few photos of breads or bread making to make it a bit more engaging. These are missed opportunities but what a great place and addition to peninsula right in Burlingame. Employees are super friendly too and make you...