Brown Bear Bakery — Restaurant in Cincinnati

I had a really strange 3rd experience visiting this bakery and it will definitely be my last. I ordered 5 items 2 days ago and when I went to pick it up, the person who comes out to give customers their items was aggressive and rude. They started off by telling me that they didn't have one of my items and offered me something else or a refund for the item. I said a refund was fine for the item. I didn't care, I understand things happen or whatever. But then, they say that's why you don't order in advance and that they should've canceled my order. I immediately was taken aback because the website allows this. If there was an issue they could've canceled, emailed, or called me. Instead, the person was aggressively explaining that I shouldn't have ordered in advance. I wear a mask, so obviously only my eyes can be seen. I squint at them and frown a little because I'm in shock at how aggressive they're being. They then ask in an aggressive tone "what's the problem?" I say in a calm voice, I was allowed to make the order. They repeat I shouldn't have done it and went in to get my stuff. They come out, hand me my stuff and say in a condescending manner "Sorry for offending you." As if I'm a child. I just say thanks and leave. Another person comes up and they're immediately nice.

The first 2 visits where frustrating because I ordered my stuff day of, as soon as it goes live on the website at 9am. Customers can't begin to pick up till 10am. I usually have about 1 hr or 1 1/2 hr window. Every time I went the same person would come out and give me this long explanation about walk up orders and needing to be patient. I'm like dude I ordered an hour or so ago and I only ordered 3 or 4 things. I would also be 5 or 10 minutes late because of stupid parking. So, plenty of time to put in a bag or box. The second time they made me stand in the rain. I've watched other people walk up and they have their stuff ready. I tried to be understanding because of the pandemic and worker shortages, but this 3rd time was ridiculous! The constant passive aggressiveness isn't worth it. I gave 2 stars because I liked some of the pastries and the tea was good once. I believe in supporting small businesses and I rarely give negative reviews. Customer service skills are definitely needed. However, I won't...

Cincinnati, OH. Our grandson tells all his friends from out of town they have to visit Brown Bear Bakery; it’s #1 on his Must Visit in Cincinnati list. He’s got a following on social media for his bourbon and cigars reviews and is a Cincy native so we obeyed and came here.

Saturday, half an hour after opening, there was a line of friendly relaxed people shivering in the cold wind and chatting happily about what might await them inside.

It’s a small-ish shop with potted plants in the window, a few tables inside and a couple tables outside, barstool seating along the front window, and a busy bakery behind the amazing display of outlandishly good pastries.

So I forgot the name of the people who were so welcoming, but they had blond curly hair (“Smiles served up here!”) and longer black hair. They were incredibly welcoming! And the real deal. Beyond customer service they were good people. They were also crazy foodies.

“Which is your favorite?” I asked and the person with blond hair told me which items are seasonal, which sell out soon, and which are always there because they’re perennial favorites (the chocolate chip cookies).

Everything I got was great!!! The cappuccino, carrot cake, raspberry topped almond croissant, cinnamon roll, mint matcha cookie, and chocolate chip cookie were better than we imagined. They really are unique recipes.

Yeah, five pastries for the 2 of us. I said I was taking them to my grandchildren but they don’t really eat sweets. So…the 2 of us really enjoyed them!!

We drove down the freeway sampling the divine goods and loudly exclaiming, “OH! This one is so good!!!” etc.

If we lived here we’d be big as a house.

Highly...

Brown Bear was a cool spot in OTR for years — however with its popularity, it has become a victim of its own success... your odds of getting any good items here are next to nil if you don't arrive in the first hour of the day.

They don't make enough product to keep up with demand. Maybe it's intentional for the hype, but either way, unfortunately, the business owners seem to be more interested in seeing how much they can get away with charging for a pastry ($7 for a croissant, $8 for a coffee cake now, etc) than fixing the ongoing issues… what a bummer.

So sadly, I can no longer recommend this bakery since actually getting their baked goods has become such an unreliable option compared to the other bakeries nearby.

They used to have online ordering which was a good solution so everyone could get some of the good items. But now the online store is always broken, turned off, or missing half of the items. They also stash items for their friends letting them "cut the line" which only makes it harder for the rest of us.

I recommend checking out the other great nearby bakeries instead that are much easier to buy from: Allez Bakery Blue Oven Bakery Cherbourg Cyprus - gluten-free Coffee Emporium Collective Espresso - has pastries from North South Baking Co Mon Petit Choux Urbana Cafe -...