Cannelle Patisserie — Restaurant in New York

On 1/6/22 around 3:00PM I went to purchase a Galette de Rois. Unfortunately, after waiting in a long line, I was told they were sold out of the GdR, but to return around 4:00. I asked the worker if she was sure, upon asking another employee, she mentioned to return at 5:00, instead of 4:00. I asked if I had to wait in line again, I was told "yes". So, I asked if I could order it so that I wouldn't stand in line again. I was told they weren't taking orders. I had no intention to return for the GdR given the lack of consideration for their customers, but someone in my family insisted on getting it. I returned at 5:00PM, waited in line again only to find out they were still no ready. The reason was they were short staffed and the oven broke. These reasons are not my problem and they knew they were short staffed prior. I asked to speak to the owner, because I was hoping he would make an exception and allow me to order the GdR and not have to wait in line for a third time. The COWARD refused to confront me and accommodate me. Instead he told his worker to take my name and number, that would get a call when the GdR were ready. I'm still waiting for that call, yet around 5:30PM the GdR were ready and when I was there around 5:00PM they could not provide an estimate of when these would be ready. The owners demonstrated on several occasions that they do not care about their customers, but their customers' money. I will not support this place any longer or ever recommend...

Update to original review below (included for context), finally got a refund. But took over a month to achieve. Revising my rating from one star to three bc the pastries are good, but they could've done much better with the turnover and resolution of this issue.

ORIG REVIEW: Pastries fine. Service and administration, disaster. Ordered 3x gift cards in December, two of which got to recipients, one of which did not. First a failed attempt at resolving issue was creating a new QR code which recipient received, but then when he tried to use the new QR, cashier at Cannelle couldn't get it to work. Cashier apparently asked for a credit card from gift recipient as ID, and then he found out they charged him! After many attempts got a rep from Cannelle at phone to request a refund for the one card and call it a day, said I would get a follow up call, and days later, nothing. I call again today, transferred to manager, kept on hold 20 minutes and no response. And I tried to resolve with Toast, the company that does gift cards, but they also insist Cannelle has to resolve it. One month later, have spent literally a half dozen calls and getting on hours trying to resolve this. It's almost impossible to get someone to either answer phone at Cannelle, and if you do, infrequent follow up. Sucks bc it's otherwise a great neighborhood spot, but I'm soured on this experience and telling everyone I know about it. I advise cash only, they can't handle...

Just had a really unfortunate experience there. The shop was full so there was a line outside where I was fine waiting. Except that two older men right behind me didn't feel that way. Since I wasn't comfortable going in w/ all the people inside the store I wanted to wait outside and told them it's no big deal b/c it doesn't mean we won't get served any later. They were rude and just went in ahead of me. I tried speaking to staff but they couldn't hear me b/c of the masks and the amount of people in the store, the manager wasn't available, called Cannelle LIC and was told they couldn't help b/c they are owned by two separate owners and the manager at their store was busy. Waited outside called inside the store and the manager Mamadou came out. I explained what happened and that the older men were still in the store. I asked can you please speak to them and explain that they shouldn't have done that. Instead of speaking w/ them I got spoken to b/c I was the reasonable one. I"m appalled. Taking a few minutes to tell those two older people to be more considerate was all I was asking for. I missed my spot on the line and didn't get anything. No effort was made to get me an order. Rather I was spoken to. I've been going to both locations Jackson Heights and LIC since each opened. But I"m not going back. Not b/c the manager wasn't at the door but b/c when I asked for a simple appeal it wasn't done. Cannelle has lost a long...