la Madeleine — Restaurant in Frisco

I came here with my family a few months ago and we had a nice experience. Since my mother is French, we thought we would surprise her with quiche and croissants for Mother's Day. We ordered through Grub Hub days before Mother's Day. Our delivery was meant for 12pm. Our driver arrived early to make sure she got the food in time, and our notifications slowly changed- 12:05, 12:15, 12:30, 12:45... we finally received a phone call from our driver to tell us she had been waiting since 11:45 and it had been an hour waiting, and after numerous times going in this establishment to ask for updates on the order, she was told that the walk ins were prioritized and that she would need to wait another 45 minutes (that means getting the food around 1:15 to then deliver to us, when it was supposed to be delivered over an hour before). Grub Hub ended up calling us to apologize and tell us our order would still be waited on. I understand that Mother's Day is a busy day, but number 1- restaurants are only allowed 25% of their guests so it's not like the restaurant was full. I understand there were probably many many orders that day to go, but how do you not prioritize an order that was made days in advance? We surely weren't the only orders for delivery that day. We called the restaurant over 50 times to try to find an update on our Mother's Day lunch after our family had been waiting about an hour and 15 minutes without updates, and nobody ever answered. The driver for Grub Hub went in several times to ask for the food or updates to tell us. Finally at 1:15, Grub Hub emailed us saying the restaurant cancelled our order. What?! Seriously, after we should have received the food an hour and 15 minutes earlier and made the order days in advance, it is just cancelled on us? It ruined our Mother's Day plans. No apology to us, or to the poor driver that waited an hour and a half when she could have been making other deliveries on a busy day. I felt so bad for her that her time was wasted. We cannot believe the unprofessionalism. Like I said, it was a holiday, delays are expected- but to just cancel on us, way after we were supposed to receive out food? Disrespectful to loyal customers that buy your mushroom soup weekly. Best wishes for your customer service to strengthen...

We always stop Sunday after church for breakfast. Food is consistently good, but the ordering line and wait for your order must be improved. There has to be a better way to have your order put in the computer. All funneling into just one choke point is insane especially when some customers are reading the menu the first time and have questions. I watch an employee take orders and right after pour soup or fix a salad. All this time, the ordering process comes to a dead STOP! You need one employee dedicated to just taking orders, one employee to worl the line with salads and soups. When you finally get through the line, the cashier dashes back to pour soup or even take another order. It's insane to watch and I'm sure it's tough for the employee, let alone the poor customer TOTALLY STOPPED IN LINE. Today, we waited and and waited for our good only to find out the order was lost. As I went up to see how our order was doing prior to that I watched at least 8 dishes waiting to be delivered to hungry customers. I'm sure the nice hot breakfasts were not hot by the time they finally got out. Finally getting our order, which was compted by wonderful Rachael, we noticed another typical Frisco La Madelline sad thing. About 10 napkins had been accidentally dropped on the floor by an employee bussing the table. Accidents surely happen. No big deal. What was appalling was that in 10 minutes no less than 4 different employees just walked OVER THE MESS and did not try and clean up the napkins. The last act of omission was indicative of this restaurant. The people you hire DO NOT CARE about the restaurant. Anyone that did would gladly pick up a stack of napkins left on the floor. I've noticed a huge drop in the quality of employee that Frisco La Madelline has hired in the past 6 months. Really easy to see how the current employee enjoys a paycheck, but does not care what THEIR workplace looks like.

Bottom line: Great Food, you just have to endure the service line and you must hold your breath for your food to come warm. Rachael was wonderful, but no one at your store ever changes...

SEE BELOW FOR UPDATE I frequent this location and have always had a good experience. Today, I witnessed the manager have to handle 2 customers who were disrespectful and obnoxious. She did so with patience and grace that I could never muster under the circumstances. Kudos to her! As a long time Frisco resident who has been here since there was one high school and no toll roads, it saddens me to see such a close knit, friendly community turn into a community full of arrogant/entitled wannabes with not an ounce of Southern hospitality.

I don't know what has changed at this location but I have watched it slowly decline. It is not well kept, frequently out of items (not just recently due to supply issues), and the food quality has become poor. That said, I have yet to update my rating until now. I placed a to go order last night after a long day of work. Per the norm lately, they were out of rice, steamed vegetables, green beans, etc... when I finally got my order, I was told they gave me mashed potatoes and broccoli because they were out of what I ordered. Literally just decided for me. I was tired and just wanted to go home so I just accepted and went home. Once I got home and unpacked my food, I noticed that the top strawberry in my strawberry Romanov looked like it had mold on it. I set it aside thinking I could be wrong but wasn't going to eat it just in case. I walked in the door a few minutes ago amorend noticed that the strawberries not only have more mold, they also have knats in the cup! I never even opened it so it has been sealed since being sealed at the restaurant last night! I feel justified in now updating my review. This establishment certainly no longer deserves 5 stars. Very...