Emerson's Bakery — Restaurant in Florence

I am a regular customer and really love this place. I have been visiting for several years now since moving back to the area and always stop in after working night shift to get my breakfast. Customer service for the most part is always wonderful, but there is an older employee with brown hair and glasses who is almost always very curt and even condescending at times. She always seems exasperated and annoyed if there’s more than one customer in the store. I can probably count on one hand the number of times she HASN’T been this way, but I always try to focus on the good customer service received from the other employees working, because you truly do have a good team and business. Her attitude was finally bad enough this morning that I feel the need to leave a review to make you aware.

The person ordering near me was a grandfather bringing his grandson in, both clearly excited to be there together. It was obvious he was not familiar with the names of some of the bakery items and as he tried to order each item, she would cut him off and loudly exclaim the correct name in a very annoyed tone. She did this multiple times and you could clearly see his smile start to leave his face as she questioned everything that he attempted to order in a rude, condescending tone.

Maybe this is just her natural tone of voice. Maybe morning shift is not the best shift for her. What I do know is that the way she has interacted with me and other customers almost every time I have been in the store is very off putting, and if the customer service from your other employees wasn’t so wonderful, I likely...

Very disturbing! I ordered a cake for my 11 year old sons birthday the lady on the phone tried to correct me when I said butter cream icing she said cream cheese not once but twice I corrected no ma’am butter cream. I even made a statement at the end of the call please make sure that it’s butter cream icing it’s important this is for my sons birthday. After I already stated at the start of the call that I would like to order a cake for the Latonia Store because Latonia told me I needed to call this location (the bakery) to order the cake to me delivered for pick up at Latonia which I have also done in the past only one other time we had an issue it was for my Birthday no pun intended, but this one really totally takes the cake! Not only was the cake not at Latonia It was in Florence. And it had cream cheese icing on it. We have dinner reservations at 4pm and they told me if I wanted them to remake the cake which should’ve never happened. I would have to go to Florence to get it. Thanks for ruining my 11-year-old son‘s birthday. I don’t know if you remember what it’s like to be 11 or not have a cake for your birthday the disappointment! We will never buy another cake from Emersons ever. We have been loyal, even after you screwed up my cake for my birthday. I can suck that up, but you cannot mess up a child’s birthday that is just wrong! So wrong it made me cry to let...

I work third shift and stopped in after work and bought a half a dozen donuts and a half gallon of milk. I went home and went to bed. When I woke up, I went to poor a glass of milk to enjoy my baked delights when I noticed curdles in the glass. I went to look at the date of the milk and it says April 14th. This was on April 26th. I understand things like this could happen. So I called up to the Dixie Hwy store and told them about the milk. The lady on the phone told me I can bring it up there and they will replace it. I've been awake for about 15 minutes. Like I'm going to hop in car and drive accross town to have her swap out my milk. I told her I'm not driving accross town and she sternly told me that's all she was willing to do. All I really wanted her to do was maybe tell me the next time I'm in they will give me a half gallon. Maybe just toss a couple of extra donuts my way. Emerson's has some of the best donuts around but the additute in her voice and the way she handled it, I will be stopping off at Moonrise from now on. My employer purchases a lot of donuts in large amounts from Emerson's. Probably going to be switching to Moonrise for that as well. Customer service goes a long way. You would think Emerson's would have learned that by now. Especially being in...