Union Street Bistro & Bakery — Restaurant in Easthampton

Pros: Good food, great desserts, nice patio, and talented local owner.

Cons: Long waits, poor communication, poor waitstaff customer service, customers are charged 3% merchant services fee on top of bill when paying with a debit or credit card.

Specific complaint leading to this post:

Called in a takeout order of a bowl of soup and drink. Upon arriving, ordered the 2-slice Chicago pizza special and waffle fries for my daughter. This was a takeout order, not a sit-down meal. It took over 30 min for the order to be ready.

The reasons for the late service were: Chicago pizza takes a while to heat up (@15 min check in). We’re slammed. (@ 30 min check-in).

A 30 min wait may be appropriate for a sit-down meal, but not for a takeout order placed at the counter. Numerous other takeout and door dash orders came and went while we waited.

Appropriate customer service responses would have been: Apologize for late service, check in with me as customer to acknowledge the problem. Warn customer ahead of time if you are “slammed” or understaffed. Refund portion of meal to make it right.

Finally, I’m attaching a photo of the 2 slices of pizza, which IMO should not take 30 min to reheat.

I will not return here, which is a shame, because the local owner has worked hard to build her business and I’ve been a longtime customer. However, repeated long delays (not first time), poor communication from wait staff, and not taking responsibility for their poor customer service has made coming here a bad experience I do not...

Wow this place has gone downhill fast! We ordered take-out, I picked up the food and left a very generous tip. Got back to work and the receipt on the bag was correct but when we opened the bag, we had someone else's food! We called to explain and the girl on the phone didn't understand. Drove back to get the correct food, the woman took the wrong food from me and said "be right back". I stood there for 10 mins being ignored by all 4 girls up front. I finally asked if they had an update and they brought out the food. I mentioned some communication would be nice when you have someone waiting for an order THEY messed up. They literally stared at me with blank faces and said nothing. I said no apology or thank you? Again they completely ignored me. I am so disgusted by how rude all the front end employees were! Not a single smile, NO APOLOGY for their mistake, not a please or thank you. Never ordering here again! Not to mention, on the SECOND round of food, they didn't even put the chipotle aoili on the chipotle burger and it was totally...

This restaurant was recommended to us by friends. We were very impressed by the number of choices for lunch. This is not a burger joint. It has a diverse menu of fresh foods, interesting sandwiches, salads, soups, and popovers.You order at the counter and meals were brought to the table in a timely manner. The service was great. There were 4 of us and we were all very pleased with our meals. The selection of desserts was mind boggling. You won't regret it and you'll want to return again and again.

We had the butternut squash soup, cheeseburger soup, popover, a meatloaf sandwich and French fries that were all delicious. We were all impressed with the quality and taste...