Haven — Restaurant in Lenox

We went to Heaven Cafe & Bakery today, March 28, 2025. We arrived around 1:30pm. We ordered 2 almond croissants, 2 cups of roasted tomato soup, and 2 burritos in a bowl with no cheese. Before we paid, the cashier Hana K. repeated our order without mentioning our request for no cheese. I said again please no cheese. She said, "Oh yeah, without cheese" and gave us the receipt time stamped 1:36pm. She was nice and we took our seat. We got the almond croissant and a few minutes later roasted tomato soup. When the two burritos in a bowl arrived I noticed the melted cheese on top and asked my husband to bring them back to Hana. Not more than a minute later Hana came to our table with the 2 cheesy burrito plates trying to tell us the cheese was lactose free. Next to our table a lady employee eating her food overheard the conversation and told is in a snarky tone that our 2 croissants contained lactose (milk and butter). While true, the point was moot. I already told Hana twice at the register to not put cheese on the 2 burritos, and my husband told her once. We didn't tell our reasons at that time, nor are we required to give them. Allergies or no allergies, like or dislike, no cheese means no cheese. Somehow that message wasn't communicated or followed by the kitchen staff. We did receive the proper order and mistakes happen, we understand that. But here's the problem: nobody from this restaurant apologized for the mistake. On the contrary, they tried to persuade us to eat the food we had not ordered, and made things worse by arguing about our reasons for not eating cheese. The total cost of the meal exceeded $70, and was the 4th time we visited this restaurant. There won't be a fifth. We never asked for anything but our correct order, and instead received an interrogation by one employee on her break and unapoligetic silence from the other employee who took the order. We didn't feel valued or respected as loyal customers. The service today...

Haven has been our go-to spot for brunch and lunch for over five years, and it has never disappointed. From the moment you walk in, they have delicious seasonal specials and a wide assortment of delectable baked goods from lemon cake slices, special turtle bars, chocolate squares, carrot cake, to ginger molasses cookies, among many others. This place has become a true favorite for good reason—the food is always fresh, with an emphasis on local ingredients that shine in every dish.

The menu is a beautiful balance of comfort and creativity, with seasonal offerings that highlight the best of what’s available. Whether you're enjoying their signature smoked salmon eggs benedict, a grilled pesto mozzarella chicken sandwich, a hearty soup, or a fresh salad, the quality of the ingredients is always top-notch. The savory baked goods are also such a treat, including their ham and gruyere biscuits. Pair them with one of their aromatic lattes (our favorite is the earl grey vanilla or jasmine maple latte) or creative seasonal drinks, and you’ve got yourself a perfect meal.

What really sets Haven apart, though, is the friendly atmosphere. The staff has always been warm and welcoming. It's clear that many regulars feel the same way, as it’s often very busy from the moment they open until they close. It’s a place that’s equally perfect for catching up with friends and family or enjoying a peaceful solo meal.

Haven even offers holiday meals, including Thanksgiving and Christmas specials. This Thanksgiving, we were far away from other family members and due to a busy work schedule, we tried their Thanksgiving dinner and it was great!

Despite being a local favorite and always busy, the service is consistently excellent, and I never feel rushed or overlooked. It’s no surprise this place has remained a beloved staple for so many years. If you're looking for a spot that combines amazing food, friendly service, and a cozy atmosphere, Haven is...

"WHATEVER!!"

This is the first time I am writing a negative review, but am so disappointed by the way we have been treated by Haven Bakery in Lenox, Massachusetts. We vacation in the Berkshires each year and always look forward to at least one breakfast and lunch at Haven. This year we called early Monday morning to order from their catering menu for friends who were visiting at the end of the week. We were told that they no longer take orders by phone and we would need to e-mail their catering department which I did immediately with a very specific order. I was assured that someone would get back to me that day or at the latest the next day. Two days passed with no response so I called. The person who answered the phone took the information and said someone would get back to us. As the day continued, I was concerned that there had been no response to my e-mail so we got in our car and drove from Great Barrington to Lenox to check on the status of our order. The person in charge at the restaurant told that they could not check on the order and weren’t at all sure that their catering department would be able to fill it as they are “very busy”. We explained our dilemma that our guests were arriving and we needed to know “Yes” or “No” on the order. He said they could do nothing about it and suggested we order elsewhere. Losing our patience, my husband said he was very annoyed and maybe we needed to share our experience on Facebook and other social media. The response from the young man we were speaking to was, “Whatever” … not at all the caring response we expected. We would warn anyone thinking about using Haven Bakery to cater a luncheon or larger event to think twice about it or you may be left in the cold as we were. Certainly, there’s a much better way to provide service to...