Artuso Pastry Shop — Restaurant in New York

What Happened To Artusos? The service and quality here has severely declined. I ordered and prepaid for a cake for pickup. Upon arrival and unsuccessfully asking for help/direction regarding pick up, I was met with hostility and horrible customer service. I’ll talk about the quality of the cake later. I was ignored, and when I expressed frustration from the treatment, I was aggressively confronted by a number of the service girls behind the counter. These girls were rude, confrontational, disrespectful and clearly are not experienced in customer service. I was told I had to stand in line to pick up my cake even though it was already paid for. These girls were were clearly retaliating and purposefully trying to inconvenience me as they stood in solidarity like some sort of high school girl gang. I couldn’t believe I was being forced to deal with this level of immaturity and disrespect. So I waited- when I got to the register, I asked to pick up my cake and I was told by the girl at the register ( she doesn’t deserve the term young lady, because she didn’t conduct herself as one) that I had to quote “make the line”. She was there the entire time and saw me wait until it was my turn. Now I’m becoming extremely frustrated and I told her please go get my cake now so I can leave. This girl refused and told me again I had to make the line even though I waited, and everyone behind me, walked in the store after I did. I then said I’m going to leave a review for you online. Then another girl jumped in as she walked into the back and said thank you in a sarcastic tone. I then replied, you’re welcome wait till you read it. Then I took a picture, and the girl in the picture began to yell and scream at me that I was not allowed to take pictures, and that they were all minors. She then told another one to go get the manager which I was more than happy to learn that there was a manager that I could share this experience with. The manager came out it was a woman, and I as I was trying to speak with her. The girl who I will post in the picture would not leave and would not allow me to speak with the manager. She was trying to argue with me. I asked her to go back and do her job and allow me to speak to this woman. She would not stop she just continue to try to argue with me and I looked at the manager and I said do you see this? I said this is unacceptable. Look at her behavior. She’s doing it right in front of you now. the manager addressed my concerns and advised me if I ever had a problem to just ask for a manager. I gave her an overview of the horrible experience I had at this bakery, and I proceeded to let her know that I will be leaving a review. I will also be looking up the owners of this bakery because it’s hard for me to believe that this is the same family that has been operating for so long. My family and I have been patrons of Artuso’s Bakery for 50+ years, beginning with my mother in 1972 approximately. The behavior was absolutely disgusting. I also find it hard to believe that this is the same pastry shop. We once knew because the quality and taste of the cakes have drastically declined. I ordered a strawberry shortcake sheet cake for a party of 15 for a celebratory family occasion. I was extremely embarrassed when I tasted this cake. I’ve never tasted turpentine before, but that’s the only word I could come up with to think what it must taste like to compare to the icing and frosting on this cake. I literally felt like I just ate chemicals, the taste was so horrible. The strawberries were not fresh. They tasted rancid and were thrown into the cake in huge chunks. I will never ever purchase anything from this bakery again. Even with the one bad experience, I would have gone back, but where I draw the line is what I put in my body. It has to be fresh and it has to taste good. That cake did not meet either of those standards. Whoever owns this bakery now really needs to conduct a quality concern check. This is not the Italian cake that we knew and loved. Who is baking these cakes. What happened...

The pastries are amazing. Customer service HORRIBLE. I placed next day pick up for 5pm. Got there exactly at 5pm got online asked of one of the employees if this was the pick up line she told me to head over to the cash register. Head over to the cash register. I asked one of the girls (Brenda) by the register wrapping up i was there to pick up my order. She told me i needed to get in line. I informed her one her co workers told me to head over to the register. She asked me who , none of them had name tags except her so i told her the girl with black glasses and long black hair, she then responded "Not sure why she would tell you that , you should get back in line" ignored me and called the following client. I headed back to get on line, once i was called, i provide her with my pick up note and she heads back. I was assuming to pick up my order, 15min pass by and i realized she's actually preparing my order. I head to her an asked her if she had my order or if she had someone else getting my order. She told me "yeah i need another 5 min to finish it" got my order and out of the store by 5:55pm. If i knew they where going to prepare my order right there and then i could of just went same day instead of placing the order the day before. Very poor Organization. -Next day pick up should be ready by the time requested. -They should have a line for order pick ups for people placing orders for next day -certain area for grubhub/uber Area for your regular in store purchase. The check out area is very small and gets crowded easily since its by the entrance. Thats a liability waiting to happen. -The girls working the front never smile, they look miserable working there. No name tags, Not welcoming, not even a simple Hello. Very rude. A couple before me had 4 boxes, as they where checking out they asked the girl working with them if she had a bag. Before the couple could finish their question regarding the bag the girl told them "nope we dont have anymore have a nice day"

experiencing this type of customer service you might want to question if its worth traveling to this...

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