Kolache Factory — Restaurant in Murphy

UPDATE: from a 1⭐to a 3⭐ Just received a call from the owner who apologized profusely. Very much appreciated. Was told the crew that's there now will not be there for very long. They will be bringing in new staff so hopefully customer service will take a turn for the better. I will be giving them another chance as I do very much appreciated them reaching out to try to remedy the situation. Will update again. Thank you!

Went into this location today 4/12/22 at 8:45am with my mother to purchase breakfast for our family. Savory pastries are my weakness. My mother found your store by accident and wanted to bring me in, knowing how much I would love it. I was so excited just walking through the door. I knew in that moment, that I wanted to be able to try everything. So we ordered 2 of every savory pastry. The food is amazing hands down. The customer service however was an absolute shock. From the first moment we interacted with the employee at the register just the tone of his voice and demeanor made me feel like we were annoying him. Like we were unwelcome. I am a store manager myself and if my staff would treat my customers the way my mother and I were treated today, I would not have a job. First of all they messed up our order. They rang up the items first, then went to pick them. With my ordering being so large, he lost track half way through it, which is when he asked another associate for help. This other boy asked him where he was at and the answer he got was 'I don't know.' In my 15 year experience in the food and retail industry the best practice with such a big order should have been pick the items first and then ring them up. Because the way he did it, I was charged for pastries I never got. I was charged for 36 and only received 34. They didn't even consider asking me if I wanted just 1 of some flavors that did not have 2 available. That would have been an upsell for you because I would have said, 'yes I'll take just the one.' As I said, we wanted to try every flavor. This is where the associates attitude got worse. He made my mother and I feel like we were a nuisance. We were dropping nearly $100 in this store and we were the problem? We did not ask for anything special. My mother suggested they work out a better process for big orders and the boy started SHOUTING at my mother that they do have a process if you order online!! Yelled at her to 'just go... and order online next time.' To me this is outrageous. Extremely rude and uncalled for. How dare he? If he cant handle a simple transaction in person, he should not be working as a store associate. There was another customer in the building enjoying his purchase as this all went down and he was just as shocked at the way we were treated. Hands down the worst customer service I have ever experienced. All we did was raise the issue of the order being wrong. No offer to fix it. We weren't asking for special treatment or anything. We were only asking for our order that we paid for to be correct. This is expected in any business. Needless to say I will never be coming back. I will be sure to let my friends, family and coworkers know to never visit this location if they can help it. They will be treated like grabage. This boy has 0 customer...

I had a terrible experience at Kolache Factory, all thanks to Gavin. I called ahead to confirm if they had beef kolaches, and Gavin assured me they did, suggesting I check the menu. Excited, I drove 15 minutes out of my way to get them. When I arrived, the place was clean, unlike typical donut shops, which was promising. But that’s where the positives ended.

When I asked Gavin for a beef kolache, he kept insisting I "look at the menu" and read it myself. I explained it was my first time there and asked for some guidance. Instead of helping, Gavin became visibly frustrated and rudely repeated, “look at the menu” multiple times. After practically begging for basic customer service, he finally pointed out the different beef options—beef kolache, cheese jalapeño kolache, and beef croissant. If he had done this from the start, it would’ve saved us both the headache.

As if his attitude wasn’t bad enough, Gavin decided to lecture me, comparing ordering a kolache to ordering juice, saying, “You don’t just say ‘I want juice’; you must say ‘apple juice.’” Seriously, Gavin? I came here for food, not a lesson in how to order.

This was hands-down one of the worst customer service experiences I’ve ever had. Gavin, if you’re reading this, maybe work on treating customers with respect and actually assisting them instead of acting like it’s a chore. Kolache Factory, you should reconsider who you put on the front lines of your business. I won’t be...

I had a terrible experience at Kolache Factory, all thanks to Gavin. I called ahead to confirm if they had beef kolaches, and Gavin assured me they did, suggesting I check the menu. Excited, I drove 15 minutes out of my way to get them. When I arrived, the place was clean, unlike typical donut shops, which was promising. But that’s where the positives ended.

When I asked Gavin for a beef kolache, he kept insisting I "look at the menu" and read it myself. I explained it was my first time there and asked for some guidance. Instead of helping, Gavin became visibly frustrated and rudely repeated, “look at the menu” multiple times. After practically begging for basic customer service, he finally pointed out the different beef options—beef kolache, cheese jalapeño kolache, and beef croissant. If he had done this from the start, it would’ve saved us both the headache.

As if his attitude wasn’t bad enough, Gavin decided to lecture me, comparing ordering a kolache to ordering juice, saying, “You don’t just say ‘I want juice’; you must say ‘apple juice.’” Seriously, Gavin? I came here for food, not a lesson in how to order.

This was hands-down one of the worst customer service experiences I’ve ever had. Gavin, if you’re reading this, maybe work on treating customers with respect and actually assisting them instead of acting like it’s a chore. Kolache Factory, you should reconsider who you put on the front lines of your business. I won’t be...