ComplaintsforVan's Pastry Shoppe Inc.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/12/2023, I went to Van's Pastry Shop to buy glazed donuts for myself and 2 family members. There was an older female employee who had been cleaning the windows outside of the bakery before I went inside. When I went inside the bakery, there was a customer in front of me being assisted by the employee who had been cleaning the outside windows. Another older woman came into the establishment after I did and stood behind me for a brief moment before going to the right side of the bakery to look at other baked goods. There was a young male employee working behind the counter who never acknowledged my existence and decided to wait on the customer behind me as if I had not been standing in line first. I informed the male employee that I was standing in line before the other woman who came into the bakery after I did. Not only was I not offered an apology by the male employee, but I was ignored, and he never bothered to make eye contact with me. The other employee apologized and offered to serve me, but I told her that I was not going to purchase anything after what I had experienced. I walked out, however, I went back in to ask for the name of the owner of Van's Pastry Shop so that I could make a complaint against the young man who willfully chose to disregard me as a customer in favor of the older white woman who came into the bakery after I did. The woman behind the counter was very apologetic, but the apology should have come from the male employee who decided to ignore me as a customer. I informed both employees that this kind of behavior "would not fly" in this day and age. The customer that stood behind me apologized and stated that it was her fault. I stated to her that both parties, meaning her and the male employee, were both responsible as she was aware that I was in line before she was, and that he chose not to serve me. I placed 2 calls to this business on 5/13/2023, and both times my calls were not answered. This is unacceptable behavior.

  Business response

  05/26/2023

  Hello,

   

  Please take a look at the video: ********************************************************

  Both of my employees were busy when TWO people walked in basically at the same time. Yes, the young boy didn't ask "who's next".  BUT EVERYONE (even the lady that got waited on) apologized. This person didn't accept it.  Now in her writing of this report she talks about the "young man".  She couldn't accept anything from him. (hmmm)

  Also, talking about calling ** on 5/13?  How would we know her phone number to ignore her?  That is our lightest staffed day and we close at 1pm.  Who knows when she called?  Could she call the BBB on a weekend and get the boss?  

  Van's Pastry

  Customer response

  05/30/2023

   
  Complaint: 20063013
  
  I am rejecting this response because: the owner's response is beyond rude and hostile. No, I walked in before the older lady and there was one customer ahead of me. The other customer walked in AFTER I did and the young man not only ignored me as a customer, but didn't greet me and proceeded to wait on the older lady that came in after I did. The owner is rude and fails at trying to rectify the situation. I have seen the responses to customer reviews on ****** and this person needs to learn how to take constructive criticism. 
  
  Sincerely,
  
  ****************

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