Village Bakery & Cafe — Restaurant in City of Rochester

While we appreciate the gift card Krystyna over at your Armory location sent in order to make up for our recent work lunch order, she also decided to include a somewhat unnecessary "apology" letter. The letter began very nicely, but should have stopped at the apology and the helpful information about catering options. She decided, however, that she would try to point out that our order mishap could have been from my own error. Feeling silly and thinking I missed something, I checked the website again. I even took a screenshot. I actually didn't order anything wrong. I knew I didn't, but I wouldn't want to make the mistake of pointing a finger that isn't deserved [ahem]. It would behoove your managers to become more familiar with the website ordering page so they don't mistakenly offend their customers (though I think this was on purpose because- what other reason to point out what you think is the customer's error other than to let them know they're wrong?)

Just to be clear- a BYO (Build Your Own) sandwich on the online ordering page options are: "Your choice of: Bread, Meat, Cheese, & Spread. Comes with Lettuce and Tomato."

It's really silly that I need to spell this out, but since someone thought it necessary to try to point out that maybe placing the order was "confusing" for me... I selected my bread (table), my meat (turkey), and my cheese (Havarti) by ticking the bubbles on the side. Since there wasn't a panel for spreads, I typed "with mayo, please" in the notes. It says, "COMES WITH LETTUCE AND TOMATO" in the description of the BYO sandwich, so I didn't feel I needed to note that, just the spread. My sandwich was made and picked up. When we opened our unlabeled order of 6 sandwiches and finally figured out which belonged to whom, mine ended up being just turkey on bread with mayo. Initially, I would have maybe given a pass on the lacking lettuce and tomato (though after this stupid "apology letter", I'm not), but they didn't even include the cheese that I selected as an option, as per the directions.

I didn't even mind much, honestly. I didn't call to complain, as I make it a point to never do that with people who handle food. I just figure it's a lesson learned. Since we had another issue with our order, our own manager called to complain about the order in general. I'm leaving one of the few reviews I feel very prompted to write simply based on the letter that I came into this morning, when I fully expected a proper cordial customer service response. I work in customer service myself. I get it. Sometimes you get the jerky customer who makes a stink and is really the idiot who did something wrong and didn't realize it before complaining. Even then you try to be nice and professional. --But this wasn't even the case here. So I'm a little more than annoyed now. The largest paragraph of Krystyna's letter wasn't the apology, but was the final one, attempting to let me know that it was our own fault that we had an error. I double checked. Triple checked. It wasn't. Lastly, the smiley face emoji at the end of that statement was also pretty unprofessional. It might as well have been the middle finger emoji in my opinion. In the end, I wasn't wrong at all. You were. Then you went ahead and made it worse with a passive aggressive letter to accompany our gift card that was intended to make it right. In the future, you could learn a thing or two about customer service and how things come across. Thanks for the giftcard. My coworkers will use it, but I...

My first impression was that this was a nice and friendly café to hang out in with friends....but then I drank the coffee. I ordered a latte and I could barely hold the cup it was so hot. Then I went to the table and set it down and waited a few minutes and it was fine to the touch. I took a small sip of the coffee and it was EXTREMELY hot and I burned my entire mouth. I waited about 30 minutes for it to cool down and it was still too hot to drink and burned my mouth again. I finally decided to tell the barista and politely asked her if she could turn down the temperature for the next person's order. She was young with blond hair. She rudely grunted at me and said " I think we can do that." Then another worker that was a young male with short brown hair came over and asked if everything was okay. She told him "Nothing is wrong don't worry about it". I later went back to find the male worker that approached us and told him that I was asking the barista to just turn down the temperature for the coffee for the next person. He then said to me "Well some of our costumers like the coffee ordered extra hot." I told him that even this temperature for coffee was not drinkable for anyone. He then said to me "Well for YOUR next coffee we can turn down the temperature." I said that there is no reason anyone should drink coffee this hot. I drank the coffee at 1:30 and it is now 4pm and my mouth is still painful. I have never experienced such rude and apathetic costumer...

I ordered take out from here to eat while on a road trip. The online ordering system was easy to use, and the food was ready about ten minutes early, so I will give them that positivity. That said, the order was incorrect, which, to my own fault, I didn’t discover until after we were on the road. I had ordered the hummus sandwich with an addition of balsamic red onions because they were out of olives. Turns out the sandwich comes with barely any hummus on it at all, wilted/yellowing arugula, and instead of the onions, they added a slice of Swiss cheese. Not sure how that happened. I also got a salad and they forgot to include the dressing. My boyfriend’s sandwich came out fine. Also, when I picked it up, I looked to see if there were utensils included in the bag. I asked the cashier if they were in there, and she said, “They should be”, but handed me some anyway. It’s a good thing that I asked, because otherwise we would have been without. I have no problem with a policy where you have to ask for utensils with take out (I can see how this would cut down on a lot of waste), but if they were supposed to be in there and weren’t, that is another thing about my order that they overlooked. I’ve done dine-in at this location and another Village Bakery before with much more success, so in a pinch I would be willing to try that again, but I have very little faith in their...