Montilios Adams Street — Restaurant in Quincy

One of the worst UberEats experiences I've EVER had. My gosh, I have secondhand embarrassment for this place, and whoever answered the phone at 10:10 this morning.

So, on Google, Montilio's shows its hours of operations from 7am-8pm today. I have never ordered from this place before, so I had no reason to question that.

So, I place a large order on UberEats around 8:30 this morning. It says "Order being prepared." However, the time estimate for delivery kept getting pushed back farther and farther. Listen, I'm pretty darn patient. I gave them the benefit of the doubt, and thought they were super understaffed, or overwhelmed with orders. Or maybe the app glitched, or something weird like that. Buuuut I was also starving. So finally, after AN HOUR AND A HALF goes by, I'm pissed, and I call the place up to find out what the heck is going on with my order.

A lady answers the phone. I explain the situation, and ask how much longer my order will be. She says, "Let me go check our tablet." She comes back, and says, "That's odd. I see you ordered cranberry chicken salad, but we don't have any." I said, "Well, how was I supposed to know that? It was available on UberEats, so I ordered it..."

I then proceeded to say, "But that's fine, just cancel the chicken salad. How is the rest of the order coming along though? Is it almost done? It's been so long and I'm VERY hungry."

She says, "Well, our kitchen doesn't open until 10." I said, "I don't understand. Your hours of operation says 7. You had UberEats online, accepting orders." She said, "We don't ACCEPT the orders, the tablet does it automatically." I said, "That doesn't make any sense. I work at a restaurant myself. UberEats doesn't just decide FOR YOU, if/when you're open, and what items you have in stock and available."

She then simply repeated herself, saying, "Well, the kitchen staff doesn't get here until 10." I said, "Well don't you think somebody should have called me, to let me know a mistake was made with my order, and let me know what's going on?" Again, she said, "Well, since the kitchen staff doesn't get here until 10, and the UberEats tablet automatically sends the ticket to the kitchen, nobody was even aware of your order."

I then asked her, "Well, it's 10:10 now. Have you AT LEAST started my order?" She replied, "Well, we don't have the cranberry chicken salad. But would you still like me to tell them to start your order now?"

I replied, "That's so terrible. I'm hungry, and I've already been waiting for an hour and a half. It's too late to just get started on it now."

She just curtly and apathetically responded, saying, "So you'd like me to go ahead and cancel your order then?"

Why yes, genius. Yes I would 😖. So I said, "Yes, cancel my order. I've never ordered from you guys before. And I never will again. This was really messed up. You guys need to do better, or you're going to continue pissing people off. This was all so ridiculous. You need to fix your settings with the UberEats app, get your hours sorted out, and call people when you mess up."

This is when she concluded the conversation with, "Okay, I'll cancel your order. Sorry. Have a nice day."

For the record, that "Sorry" was so forced, and disingenuine. She sounded like all she wanted was to be done with me, and our phone call, which had clearly just inconvenienced and annoyed her.

I'm so beyond disappointed with this place. Especially considering all the wonderful reviews it has. Lucky...

I have been a loyal customer of Montillios for 14 years, relying on them for all our family needs and events. Over the years, their service and products have been a cornerstone of our celebrations. The food and cakes are still amazing, and I’ve always enjoyed the quality they deliver. I often speak with the manager, who is fantastic and truly understands the value of customer loyalty.

However, my recent experience left me quite disappointed. Today, I reached out to inquire about a significant price increase—almost 500% since my last order on December 15, 2024. I was trying to get clarification and went through my emails for more detailed information. Unfortunately, when I asked to speak with a manager for further assistance, I was abruptly told that there was nothing the staff could do about pricing. This was nothing I have not ordered before, and am familiar with their pricing which is why I’ve been so loyal over the years.

When I requested to speak with the manager, Haley hung up on me. This treatment was not only unprofessional but left me feeling belittled and disregarded as a long-time customer. It’s tough to support businesses that don’t seem to value loyalty, especially when I have always appreciated the kindness of the staff at Montillios.

Now, I'm feeling confused and uncertain about where to turn for my family's future baking needs. I hope Montillios can address these concerns, as I would love to continue supporting a business that has been such a significant part of our...

I often frequent the Dunkin Donuts in Adams Plaza right down the street from this local bakery, but I was craving something a little fancier and more indulgent for breakfast en route to the airport last week. Montilios' opened up right on time at 7 AM, as I was arriving, and the store was stocked to the brim with beautiful cakes, cookies, and pastries.  There was a small line of patrons waiting.  I should note - I visited this location on the Wednesday before the Thanksgiving holiday - which I would assume is a very busy day for the bakery.  I know they do lots of custom cakes and I'm sure many people were picking up orders for the holiday weekend.

Perhaps this is why I was so disappointed in the croissants I purchased - one chocolate, one almond.  I was expecting them to be freshly made, but alas, they either had been previously frozen, or perhaps made the day before.  Both croissants were fairly hard and crusty - not very flaky at all.  I ended up having to put them in the microwave to soften.  Super disappointing...

However, the fruit pastry I purchased was absolutely divine.  The fruit was very fresh, and the custard sinfully sweet.  This was the fancy, indulgent baked good I was seeking.  In summary, I hope to visit Monolitios again soon, in order to give their croissants a second try.  But based off of this visit, I'd avoid them all at costs and choose a custard or fruit...