Kneaders Bakery & Cafe — Restaurant in Heber

The drive thru menu board says, “Buy 5 get 1 free for pastries & tarts.” We ordered 5 tarts & upon speaking to the cashier at the drive thru window we mentioned we ordered 5 tarts can we get the special running for a free tart (#6 on their buy 5 get 1 free). She said yes so we told her the flavor we wanted for the free tart. When we was given our bag of tarts we counted how many where in there & the free tart was missing. We proceed to wave for her attention & she comes to the window to say to us, “what?” She is then told our free tart is missing from our order. At that point she raised her tone & spoke inappropriately. She insisted we said nothing about a free tart or flavor. Mind you we are 3 adults in the van whom all heard everything that was said to & fro. It’s very hard to be friendly to a cashier who clearly did not want to service us but we maintained appropriate verbiage & I mentioned to her you discussed with us what free tart we wanted to begin with & even told us what 2 flavors were left for the day. She was high toned & rude. Maybe retraining is something to look into. I parked & called into the store since the Covid-19 has your Libby closed early & only the drive thru open at the time we came through. The female who answered the phone was told what happened & she said a person named Matt was the manager & he was unavailable but the oncoming manager, Martha, could take my call. In the end, Martha was no help. Both her & the girl who answered would not give me the name of the cashier at the window who served us so I could file a complaint. In the end I did let Martha know since she wouldn’t give me the name of our cashier it’s ok because I have her cashier number in my receipt & would file a complaint higher with corporate & let them know that I got nowhere by calling in because I couldn’t even get a simple name of my cashier. Why??? Is that good business to address a customers concerns that your cashier just yelled at your customers??? We were so excited to taste Kneaders tarts because we were told that Utah locations has the best tarts & the one & only location I have ever had the tarts was in Las Vegas which couldn’t compare to Utah’s tarts. Bad start to the MUST DO LIST. Horrible customer service from the drive thru cashier & the supposed manager, Martha. Martha did not take my name or number for a follow up or anything. We won’t be going back to Kneaders Heber location. Poor representation of a great company. Customer Service: NO STARS unfortunately I HAVE TO PRESS 1 STAR FOR...

Your website is the reason you got 1 star. Your instore experience was very very disappointing and upsetting. My first time going to your establishment. I went in for breakfast at a little after 10 am, on a Monday, I first speak to Kristin who I asked about dine in and she said just place your order here, I asked for a menu she continues with the prices are not up-to-date. I decided on French toast, and asked about your variety of teas, she looks at me like she didn't know what I was talking about. Andrew came over and told her to sign in to another register and I now have to start the ordering process over, again orders the French toast and was shown the selection of teas, paid for my order and goes to sit. I was not expecting pre packaged French toast for a dine in order, the server was Angie. I opened the bag and the container, take out the French toast and touch it , to realize it is COLD, I asked Angie can I get this warmed up because its cold, she takes it and returns shortly with it , at this point I asked for honey for my tea, that is brought then I have to ask for a stirrer to mix in the honey, the stirrer is brought. I am about to taste the French toast and I have no butter, I again ask Angie for some butter, at this point she shows her frustration with me , returns with the butter, I dont have a knife in my bag to spread the butter, I see Andrew passing and I asked him for a knife, he sends 1 over with Angie, after a while. At this point I gave up on trying to enjoy my breakfast, packed everything up and went home and heated up my French toast to enjoy it, which I did not . Customer service is the make or break of any establishment. You guys just lost 1 Customer for sure and I am sure you will loose many more if you don't improve your customer service. I shouldn't have to ask for basic items that are necessary to enjoy the items purchased, especially when I am dining in and to be made to feel uncomfortable when having to ask for the items that should be provided, shows that the training you provide is clearly not geared at satisfying the customer. The bottom line is without customers you have no business. I will not be returning to your establishment but I do hope this review makes you adjust your business strategy. Very disappointed first...

I’ve been a customer for many years. The treats are delicious. Unfortunately, the staff is not… consistently. What happened to the youth of today? Work ethic, kindness, and a sense of ownership?

I called around 7:30 PM (July 1) for a to go order for dinner. The call went to automatic hold, saying a representative would answer shortly. I called 5 times over 20 minutes. The first four times I was on hold for 4-5 minutes, then an abrupt hang up. The last call I was on hold for 10 minutes…I gave up.

I had relative in town and wanted them to try the treats. We decided to make the trip over. I approached the counter and explained about the phone experience. The person looked at me and said “I don’t know?”. Not one ounce of accountability or empathy. An attitude of “whatever”.

While making my order, I asked for a particular item that looked good to me. The person said no, that she would not gov me the one I asked for.

It’s a shame you have quality desserts with employees that are more interested in their narrow world than representing your business.

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