Kolache Factory — Restaurant in Houston

HORRIBLE EXPIERENCE! If I could leave no stars I would. Poor customer service and Monica the manager is not professional at all. I have reached out to cooperate and emailed the CEO as well. I wanted to reach out because this morning I had a very bad experience at the kolache factory on 249 and 1960. I work at Baylor St Luke’s hospital down the road and I have been a customer there for years . Me and my husband went in and got our regular order , 2 bacon and cheese kolaches . Well my husband got to work and realized his order was completely wrong so we decided to go back and ask for our right order . As soon as I got there “The manager Monica” asked me what happend so I told her and right away we’ll do you have your receipt as I mentioned to her I Did not because the lady at the register DID NOT give me one . She said she couldn’t help me because I didn’t have my receipt. And I told her I been a customer for years and I don’t have a receipt because they didn’t give me one . And she was being super rude . I showed her my order and she’s said it wasn’t bacon and was ham and she didn’t even offer to give me the right order or she didn’t even offer to give me a refund . All she said was idk what you had I didn’t take you order and was completely laughing in my face because I was upset . I found it very unprofessional as a manager . She was making a joke about the whole thing and did not act professional. The cashier was being more nice and helping me , instead of the manager helping me . I couldn’t believe she was acting that way and talking to me like that as there was other customers in the store. I can’t believe all that over 2 kolaches . All she had to do was apalogize and give me the right order or give me a refund , instead she made the situation worse then what it had to be. Therefore I will not be going there anymore . I have family that own fast food restaurants and she could of handled it professionally and she DID NOT. That’s why I’m reaching out because why do yall want someone working like that for yall. If nothing is being done then I will continue to reach out and spread the word for that specific location. I would love for y’all to look at cameras too of today’s date and see how she was smiling in my face and not trying to help me .

Her name was Monica and she said she is the store...

"I recently visited Kolache Factory at 249 and 1960 and was absolutely blown away! The kolaches were incredibly fresh and delicious, with a perfect balance of sweet and savory options. I tried the chicken enchilada and the barbecue brisket, and both were outstanding – the dough was soft and pillowy, and the fillings were flavorful and generous.

But what truly stood out was the customer service. From the moment I walked in, I was greeted with a warm and friendly smile. Yessica was incredibly helpful in explaining the different kolache options and even offered recommendations based on my preferences. She was patient, kind, and genuinely seemed to care about making my experience a great one. It's rare to find such genuine warmth and attentiveness these days!

This it's a place where you feel welcomed and appreciated. I highly recommend stopping by for a taste of their amazing kolaches and coffee; experiencing their exceptional customer service. I know I'll...

Please be mindful if you are ordering from them on DoorDash that you have to request the food to actually be warmed up. They sent mine straight from the fridge. I called the restaurant directly to complain and the young lady who answered was very dismissive and rude…and claimed that she did in fact warm the food before packaging it, like I didn’t just regretfully bite into an ice cold kolache. She also refused to let me speak to a manager. She told me I’d have to come in person to speak to a manager. This was my first time having kolache factory in a few years. And my first time in general eating from this specific location. Not a good experience at all! I would’ve come by if I didn’t have to work. Customer service was a 0/10! I couldn’t understand what her name was but it was Wed Sept 3rd, order...