Butterhorn Bakery & Cafe

I recently visited Butterhorn Bakery Cafe and had a very disappointing experience. Unfortunately, the service I received from our waitress, Lauren, was extremely distressing and unprofessional.

Service:

• Our waitress, Lauren, was initially polite but quickly became rude and dismissive when I inquired about an unexpected $5 charge for a side of sauce. Her response was loud and demeaning, making the situation very embarrassing, especially in a crowded setting.
• Despite my polite approach, she refused to take any accountability or offer an apology, instead repeatedly suggesting I speak to a manager. This lack of basic customer service and empathy was very upsetting.
• Lauren repeatedly said, "Well, if you go somewhere, there will always be an extra charge," in a condescending tone, making me feel belittled and disrespected.
• When I mentioned that it was her job to inform customers about additional charges, she continued to talk down to me, saying, "I don't make the prices," without any attempt to empathize or apologize.
• Waitstaff should inform customers if there will be any extra charges, especially for something as significant as $5. It's not just about the amount, but the principle of transparency and respect for the customer.
• I did not speak to a manager because I did not have the mental or emotional capacity to do so after such a rude interaction.
• At the end, Lauren forcibly placed the payment device on the table and sarcastically said, "Hope you have a better day," which was incredibly rude considering she was the one who ruined my day.

Food:

• The multigrain French toast was okay, but the additional $6 for fruit on top seemed overpriced.
• My husband enjoyed his bacon egg sandwich, but the potatoes were hard and stale.
• We were also surprised by the additional $5 charge for a small side of sauce, which we were not informed about beforehand. I no longer had the menu when we requested the sauce.

Drinks:

• I really liked my caramel latte, and my husband loved his steamed milk with espresso.

Overall Experience:

• This was my second visit to Butterhorn Bakery Cafe. While my first visit was pleasant, this experience was quite the opposite.
• As a woman of color, I felt particularly disrespected and talked down to, which added to the distress of the situation. There were barely any people of color in the seating area, which made me feel even more out of place in this predominantly white area.
• The lack of understanding and accommodation for customers' needs was very disappointing.

I hope the management takes this feedback seriously and works on improving their customer service. A simple apology and acknowledgment of the issue could have made a significant difference.