Village Baker — Restaurant in Lehi

I LOVE village baker. I’ve never been disappointed with the food. The service today, however, wasn’t great. I don’t like leaving reviews but I think the only way to get through to management is to threaten their reputation, so here we are. I went to order a pizza for $20 and the kiosk kept saying it couldn’t read my card. Finally, it said my transaction was accepted but the employee said “it’s not showing on my iPad.” She DID confirm, however, that she saw it was accepted on my end. She went and got the manager who then asked me to “check my bank” to make sure the payment went through. I told her it usually takes a few minutes to appear on my app and she had me try again on another machine. She apologized and said it was THEIR card readers that weren’t working. After trying two different machines, swiping, tapping, and inserting my card I just said “it’s okay, I just won’t get the pizza,” the employee apologized and I left. Sure enough, when I got home (30 min away) and checked my card, I was charged. I called village baker and asked for the manager- who seemed to not believe my story even though she was literally the main character! She asked for my transaction number (which I didn’t have because her iPad wouldn’t print a receipt) and then said she would call me back. A few minutes later she had a new employee call me back and ask for my card number. I gave it to her and she hung up on me. So an hour later, after no response, I called them back and asked for the manager. The manager then tells me that she emailed her accountant and “if my accountant confirms we have the money, we will issue a refund.” I’m just very displeased with how this all went down. They won’t give me a pizza (even though two people saw that the transaction went through) and now I’ve paid for an expensive pizza and the manager won’t give me my money back. I’m sure I’ll get my money back tomorrow when her accountant confirms that I was, in fact, being truthful, but the phone call felt like an interrogation… like “no I don’t know the EXACT time I tried to order the pizza, but I talked to you 30 min ago!” Didn’t feel like I was treated as a valued customer, just someone trying to steal $21.68 from Lehi Village baker.

I’m not even trying to discourage people from eating at village baker, I just hope this review finds the manager well so she can understand how upset I am and how ridiculous this is. I really do love it I’d just recommend the one in West Jordan or Sandy, it’s always been a...

Reviewing Lehi location: This is A somewhat new local bakery that offers a wide selection of baked goods such as muffins, a decent selection of cookies, a variety of their own breads, and a few other sweet baked items. They also have a menu for breakfast and lunch items using their fresh baked breads. The restaurant was clean, but very noisy, with a generic theme/ambience....overall 'meh' feeling...nothing that stands out. What ruined our visit was the cashier. She wasn't all that friendly and lacks customer service skills. Scenario: In addition to the three lunch menu items that we bought, we also purchased three loaves of bread and two cookies to take home. You would think that for spending almost 40 bucks at a 'bakery' we would be treated as valued guests and thanked for our business. Rather than offer a bag to carry our baked goods in, my wife had to instead ask the cashier for one. The cashier then just sort of threw the bag down in front of me - not offering to even hold it open so I could put the bread in nor did she even offer to bag it for us. Overall, the cashier was not helpful at all. In fact, I don't even remember her thanking us for our purchase. She was not friendly at all. Fortunately, the employee who brought our food to our table smiled and seemed happy to help us. Pros: Decent menu, quick service, food was good, clean atmosphere Cons: Ambience lacking; boring theme; noisy atmosphere (restaurant was only partially occupied and still very noisy) most likely due to due to tile or hard floors with metal tables and chairs, no dividers; cashier was not friendly and should not be at the counter, should not be allowed to interact with customers and she needs some serious customer service training. Next time I will...

The evening shift employees struggle significantly with efficiency, urgency and customer service, and I suggest they receive some additional training. My family has decided to do take out for dinner three times in the last month. All three times, we have had the same disappointing experience of waiting a long time to receive our food and poor excuses for the reason of it being slow.

Tonight, I waited nearly 30 minutes during an obvious slow time of day to receive my food, with 3 employees (possibly 4) working. I asked one of the employees twice about my food and was given three completely different reasons (and clearly untrue reasons) for the slowness. The employee was clearly uncomfortable and COMPLETELY clueless on how to handle a situation like this. No apology, no offer to make things right. “What to do when a customer is unhappy with their experience” seems like a 101 training every food service employee should have and continually be reminded of.

A gentlemen near me (who ordered nearly 10 minutes after I did) received his food first. He saw I was frustrated and conversed with me, expressing that he also experiences slowness in the evenings and has to plan on it taking a while.

The other 2 experiences this month were almost exactly like our experience tonight. It’s disappointing as we LOVE Village Baker but no longer feel confident in having a good customer experience in...