Miller's Thumb Bakery & Cafe — Restaurant in Town of Tonawanda

I never thought I'd be giving a review like this but unfortunately, I am.

I emailed the owner directly to give her a chance to apologize to no avail - I was treated so poorly on my last visit I am now updating my previous reviews.

Customer Service is more important to me than anything else, especially when I have been nothing but a loyal customer since this bakery opened. I cannot count how many times I have raved to friends, family and co-workers about how good everything is here. I also cannot count how much money I have spent - a LOT.

This is all over them getting my call-in order wrong and being falsely accused of expecting a cup of hot water for free....yes, you read that right, a cup of water.

When I got to the cafe I waited in line and then told the person at the register, who happened to be the Owner, who I have met and spoken with several times that I had placed my order at 7:45am that morning. She started ringing up my total and it was not what I had ordered earlier that day (I was there to pick it up at my arranged time of 11:30am).

She asked me if I talked to a person when I called (yes) and then the order was corrected - I was under the impression that my order would be ready to go when I got there as that is what the person told me on the phone - not so, but no big deal. As she was ringing up the corrected order, I also added another item on the counter (biscotti), my total came to $24 and I also put money in their tip jar as I usually do.

I then made the mistake of asking for a large cup of hot water. I was told there would be a charge for the cup - I said that was fine, I understood. When she brought the cup back it was clearly a small cup. I asked if that was a large cup, she said no, that I had asked for a small and that I expected it to be free!

I never said any such thing and I said I would never expect it to be free - that I understood when she told me there would be a charge.

Now understand, this person knows me, knows how much I have always sung the praises of their bakery - speaking in that tone, in front of a line of customers and her staff over a cup of water!? That, quite frankly is NOT how you treat a customer - any customer - especially one that has spent so much time and money there.

So, I was stunned and after paying I stepped to the side of the counter and could feel my eyes welling up - I had been sick the past week and this was my first outing - I was on my way to share what I had just purchased at a gathering and I couldn't understand what I had done wrong (nothing).

I went to the Barista station where one of the staff was working and handed the cup of water back. Clearly upset I explained what had happened and said I didn't want the water and that maybe the owner was having a bad day.

So, it's been almost 3 full days and I have yet to hear back from the email I sent.

Sadly, I will not...

UPDATE:

I have never once prank called this establishment. I did however post my true and accurate account of what happened on “Buffalo Mom Squad” on Facebook. There are almost 20,000 people in that group whom share reviews and advice. Much like my post on there, I penned my own name like a big girl. I’m not someone who feels the need to hide behind anonymity.

Jill, couldn’t procure the camera footage from April 8? One of us is living in an alternate reality and it ain’t me, babe. Just so you’re aware, all of your “high and mighty” responses are still looked at negatively by potential customers so good on you. You’re doing a great job with your artisan bakery that will no doubt close its doors one day because of you and your attitude.

I will start by saying that it’s been several weeks since my last visit. I’ve gone back and forth on whether or not I should submit a review. I used to frequent 2-3 times a week because the breads and treats are unmatched. Sadly, the owner’s attitude is also unmatched, and not in a good way.

I was hosting some family for brunch and wanted to serve the amazing biscuits that Miller’s Thumb offers. I called at 8:30 to pre-order and asked for 10 biscuits. The employee put me on hold and the owner, Jill took the call. She stated that I could have 4 to 5 biscuits, not 10. Assuming they were sold out, I had no problem and was happy to acquire at least 5!

When I walked in and was waiting in line to pick up my order, I noticed several biscuits available on the counter for purchase. I asked Jill politely and quietly, “is there a reason I could not order 10 biscuits?” Jill: “sold out, that’s all I had.” Me: I pointed, “there are biscuits right there”. Jill: “I only make 60 biscuits, if I give you 10, I won’t have any for my other customers.” Me: “ok Jill…this whole situation is a little off-putting. As a business owner I would never lie or turn someone away who is spending money right now.” Jill: “I’m sorry to hear you won’t be coming back.” Me: “I never said that, I just said your comment was off-putting.”

This whole exchange was very odd considering they have a sign that eludes to first come, first served. Once they are out, they are out. I have never had a business turn down cash in hand for products that were clearly visible and available for purchase. Jill, as I know you love to reply to reviews and harass your loyal customers, I urge you to pull and share the security footage from April 8th. Maybe then, you will stumble upon a moment of reflection and see how ugly your customer service presentation truly is. If not with my situation, then probably with many others you can recall recently.

The way the owner treats her customers is a direct reflection of the business, and I will never return. If she is unhappy with customer service, maybe she should work in the office or prepare food away from the gaze...

I would rather give them 4.5. I ate there with a group of girl friends for lunch a couple of days ago. The place is rustic cute but not fancy. The employees were very helpful and nice ( there were 5 of us so we needed to put tables together). We ordered 2 of their signature sandwiches. Most got the Deerhurst and a few got the Claremont. I loved the Deerhurst. Sometimes Focaccia bread makes a difficult sandwich to bite into but this was great. I did not taste the Claremont but it seemed to be really liked. They did run out of paninis but had plenty to substitute that was agreeable. My only complaint it seemed they were making the sandwiches 1 maybe 2 at a time so if you have a group of people it will take a little time. I got mine first as I ordered first and by the time I felt enough people had been served to start eating my sandwich was cold. That's on me I guess. I had water and a latte with my lunch and it was very good. A few others got coffee and there were no complaints. There are a lot of excellent delicious looking sugary desserts to choose from. I cannot eat a lot of sugar but I can say with certainty there is something there that will appeal to everyone. Miller's Thumb is not exactly in my neighborhood but I would definitely repeat visit to try something else on the menu. The prices are reasonable and the service was great. The employees are very nice. I would like to also try their...