Kneaders Bakery & Cafe — Restaurant in West Valley City

Sadly, if I could give zero stars I would for the West Valley Kneaders location. We are a local business nearby and we occasionally use Kneader's catering service. However, today's order is the last as this is not the first time, nor the second or third time that our order has been majorly messed up, often leaving employee's without their lunch or anticipated treat. I ordered in person on 11/22. I requested the breakfast pastry platter with a pickup date of 12/03 (we have always made our orders in advance). After all of the prior mistakes when preparing our catering I had little to no faith in this location on actually delivering what we ordered so I started calling on 12/02 to confirm that all was going to be well. Well, I called, and called, and called, and called.... seriously I called starting at 8:00AM all the way up until 7:00PM. Not one employee during the whole day could take a moment to answer the phone. It would ring and ring then finally go to a nondescript voicemail that you knew was not being monitored and you would never receive a call back. How do they take phone orders or catering orders by phone? Anyway, I hoped for the best and when I showed up at 8:00AM to pick up the pastry platter (we were so looking forward to muffin tops, croissants, and other breakfast treats for our staff meeting) I received the expected disappointment of the wrong order once again. A dessert platter was handed to me without a second thought. And when I explained that it was the wrong order there was really no effort to go above and beyond to make it right. The girl who was helping was very nice and suggested that she could ask for a refund for the order and implied no platter.... I am sorry, but I really wanted what we ordered and not a refund. I wasn't going to take a refund and walk away with nothing for our meeting. I asked to speak with the manager and a polite man came and explained that the manager gave his notice last night and they are revamping their management to try and rebuild relationships. I appreciate the honesty, but how does that help right now? Needless to say I walked away with the dessert platter and disappointment. Overall I really do enjoy the menu at Kneaders, just not the service. On a positive note, the dessert platter was enjoyed at our staff meeting. Dessert for...

Appalling experience. I could never trust them with catering or gifts. I didn't realize it would be so hard to get two loaves of bread from a bakery, or to get my money back when they failed to fulfill my order.

I placed an order for two simple loaves of Honey Whole Wheat Bread on Wednesday, December 15th, for pickup today, Monday the 20th. I arrived early, followed instructions to alert them I was there, and waited 5 minutes before going inside to inquire. I was on my lunch break and had already used half of it to drive there. After waiting in line for 15 minutes, I got to the counter and told them my order, to learn they only had one loaf of the bread available, that they had been "saving" that one for me. Saving my loaf for me? Who didn't "save" my other loaf, that I ordered and paid for five days prior? There were speed racks full of bread (as one would expect from a bakery/cafe), but they didn't have enough of one of the most popular types of bread in stock, that I ordered five days before?

One of the girls behind the counter said they had been trying to reach me all day, but I haven't received one phone call today--not even a scam call! (I verified I typed in the number correctly when I placed the order, and yes, I did). They wanted me to sub one of my loaves with white bread. When I said no, and to cancel the order, the associate asked if I wanted a refund, then realized, "Of course you want a refund." She walked off without another word and started filling other orders, for two minutes. When she came back she said she didn't know how to do a refund, then walked away AGAIN, filling other orders AGAIN. I stood there, the only person at the counter, for about 3 more minutes before finally telling them I would call back later for my refund.

There needs to be some serious training and accountability here. But I won't be around to see if this happens because I'm never coming back, or recommending...

I’ve been a loyal customer of Kneaders in West Valley, Utah, for years, often choosing it as my go-to spot for a healthier meal option. However, after my most recent experience, I can confidently say I will not be returning.

During my visit, my husband and I ordered the combo meal, totaling $18.06. We handed over $20.06 to receive $2 in cash back. The cashier, Bree, accidentally dropped the change, acknowledged her mistake, and apologized. But when she handed us our change, she shorted us a few cents, returning only $1.94 instead of the full $2. When we asked why she didn’t just pick up the dropped change, she simply apologized again and shut the window.

Unfortunately, the experience didn’t improve from there. When we arrived home, our sandwich was practically inedible—it was so hard that it felt like a display model rather than freshly made food. Frustrated, I called the store, only to discover that Bree was actually the manager. Her dismissive attitude made it clear that she already knew why I was calling, and there was little point in addressing the issue any further.

Spending $20 on ONE meal isn’t cheap, and I’ve always considered Kneaders a good choice for healthier eating options in the area. But after this disappointing experience, I’ll be taking my business elsewhere—Capriotti’s next door is now at the...