Kneaders Bakery & Cafe — Restaurant in Provo

TLDR: It seems like they premake all their hot sandwiches and aren’t willing to make changes or adjustments to them. Which I thought kneaders was suppose to be fresh.

So here’s what happened. I came to the drive thru to place my order for the French dip sandwich, only thing I asked is that it is made with provolone instead of Swiss. The guy at headset was hesitant and then said that they couldn’t do that. He has a pretty heavy accent so I couldn’t really understand what he was saying when he was trying to explain why. I assumed it was because he could of been new and they seemed understaffed so maybe he didn’t know how to but my husband thinks he said something about how they premake all their hot sandwiches and how the cheese was already melted? Which wasn’t stated until after placing my order We ended up leaving the drive thru and ordering online which has a button that says *SUB PROVOLONE (NO SWISS). Me thinking the guy just didn’t know how, ordered online thinking it would just be easier for them in the long run. When I go in to pick up my order, I’m standing at the counter for awhile. There is a lady helping a man who ordered a bunch of bread to gift and then the guy on headset, who seemed to be running around doing a bunch of different things although there wasn’t a car in the drive thru and no one placing an order and he ran past me multiple time without acknowledgment. I wasn’t in a rush, so I wasn’t overly bothered. The kind lady ended up helping me and the drive thru guy ended up bagging my food and handed it to me. I decided to check my sandwich just in case and realized it didn’t have any cheese on it. I went back to the lady and told her nicely about what was going on and said I didn’t mind waiting until she was done with the guy who she was previously helping. She ended up getting me a new sandwich and everything was fixed. She was amazing, 10/10 no notes. However, if they do premake all their hot sandwiches and just have them in the warmer, it does gross me out because I thought that kneaders was fresh to order. Maybe I’m wrong, but it was frustrating to be told that because it just felt like they didn’t want to make my sandwich, especially when other sandwiches come...

To be honest, I seldom if ever, go inside to eat. Not that I haven't enjoyed the food when I have, as it is always excellent. However, the Provo location across from IHC where I go two or three times a week, is simply too small. Which is fine for me as I go through the drive up window and only purchase their excellent home baked breads. BTW, inside or at the drive up window; their staff is always - and for me that has been the case for maybe 10 years, if not more; the staff is always outstanding. Always... However, for years, they also always out of their breads and particularly the sourdough; which, is what I really like. Or for that matter, they are also out of my 2nd and 3d choice. And this isn't right before they are ready to close at 10:00 pm. I am talking about sometimes even after Noon, you are out of luck. And if one wants 2 loaves of sourdough; they best get there no later than 10:00 am, not pm.

Withmany years as they have now been in business, how that continues to be an issue, is beyond me. And inexcusable. Or if it's supposed to be a tactical decision; whoever came up with it is obviously cluless. I know that I could easily purchase twice as much or more; if I could. Bit I shouldn't have to go there by 11 am or Noon at the latest to do so. I can't possibly be the only one with such issues. Especially for anyone who works at least 9 to 5. I would rate them 5 stars easily because their staff and goods are plain well above any other place I sometimes frequent. Except it doesn't really matter if you can't purchase what you want during reasonable hours. And it's a problem that could be do easily fixed if only by using statistics that hopefully someone has got to be keeping track of them. It's Business 101, for Heavens sake!!! They certainly doing something right, but they could also be doing so much better. Doesn't anyone at corporate even know the problem they have? And if so, how can they possibly ignore it as long as they have. And I know of no one who I have spoken with, that feels no different from the very same way I do. Come-on;...

UPDATE: Placed the same order at the Riverwoods Kneaders and they were SO MUCH NICER and had menus I could see what was in each catering option. I would give the Riverwoods Kneaders 10 stars if I could. Had to last minute reschedule a delivery and add on items and were STILL just as nice. LONG STORY SHORT - Provo Kneaders need to be retrained by Riverwoods Kneaders!

I placed an order for breakfast catering for the company I work for after physically going to the store to ask if it was ok if I could place an order to be picked up the following day at 6:45 am even though they open at 7:00 am (because I needed the food ready at my work at 7:00 am). While there, the employee called and asked the manager to see if this was ok, and he confirmed that making an order to be picked up at 6:45 am would be fine. When I asked the employee about the different breakfast catering options they had, she said and I quote "Uh I'm not sure but you can go online and see" ??? As she noticed my concerning face, she then replied and I quote "Here let me pull it up on my phone" ????? So here I am standing going through 6 different pages on their website on my phone waiting for them to load trying to figure out how to navigate the site. I finally place my order with the employee not satisfied with the service, until the next morning when I return ready to pick up my order, manager there, and very rudely welcoming me into his store explaining that picking up and placing orders before opening hours are not ok. ?????? On top of this, they were nearly 15 minutes late with my order like they didn't even prepare it until I got there??? Total miscommunication and I would've been fine if they just told me the first time I asked the day before?? Never going here again no matter the time of day. Honestly, drive the extra few miles and go to Riverwoods Kneaders for a better atmosphere, service,...