PEP Bakehouse and Coffee Shop — Restaurant in New York

Complaint Regarding Repeatedly Poor Customer Service

Dear PEP BAKEHOUSE & COFFEE SHOP

I am writing to bring to your attention repeated negative customer service experiences I have had with a staff member at your 9413 Third Ave Brooklyn, NY 11209 United States location.

On 09/02/2025, I arrived at the shop at 6:55 a.m., unaware that it was not yet open. A staff member who is regularly on duty during my visits told me—very abruptly and without greeting—that the shop was closed. When I politely asked what time the shop would open, she replied “7 o’clock” in a similarly rude tone.

When I returned at 7:00 a.m., the same staff member again displayed unprofessional behavior. She did not greet me as I entered, did not acknowledge my order when I placed it, and after preparing my coffee, placed it on the counter in a noticeably dismissive and unpleasant manner rather than handing it to me.

Unfortunately, this was not an isolated incident. I have had multiple unpleasant interactions with this same staff member over time, and friends of mine who also frequent your shop have shared similar negative experiences. As a regular customer, I find this repeated behavior unacceptable, especially as it creates an unwelcoming start to my day.

I value your coffee and the atmosphere your shop is known for, but I believe customer service is just as important as product quality. I hope this matter will be addressed promptly so that all customers are treated with courtesy and respect.

Thank you for your attention to this matter. I look forward to hearing from you regarding any steps that will be...

This unsuspecting coffee shop is a hidden gem for delicious cakes! I randomly stumbled into PEP for a matcha, but I left with a vanilla hazelnut cake for a potluck I had later that evening (it’s the white cake with macaroon on top).

While I planned to go to another fancy pastry shop in the neighborhood, I’m glad I stumbled into PEP. The cake was an absolute crowd pleaser! 3 people asked me where I got it and they loved the light and airy textures with bites of cake/crunch.

Additionally, the employee working the counter was lovely and helpful! Luckily, the shop had extra paper plates and utensils for me to bring to the potluck. Overall, it was a great experience and I...

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