Personally, I don't like the taste or texture of the cupcakes here. For me, they are very dense, the icing is too sweet, and the flavors are very subtle. To that end, I don't patronize the store very often, except for when I am picking up a box of cupcakes to give to someone who does like them. Such was the case on my most recent visit. And, while I have never had exceptional customer service from this location before, I have never had downright unacceptable service until now.
Overall, I found the staff overwhelmed, unhelpful, and rude.
To start, there was no line management, so customers were standing all over the store, causing unnecessary congestion in an already very tiny space. Anyone who has frequented this particular location knows exactly what I'm referring to about its size. Rather than having someone from the staff take the lead and organize the line, they just let everyone stand wherever they wanted to, and the result was a big, congested mess, with the people in line to order pooled with the people waiting to pick up their orders. Obviously, this overwhelmed the staff, especially as more and more people started coming into the store.
Next, when it was my turn to order, I felt like the cashier who rang me up was rushing me to order, and consequently ended up ordering a wrong cupcake. She was sighing, rolling her eyes, and forcing me to hurry and make decisions. Although I knew which cupcakes I wanted to order before getting to the register, I forgot the name of the last one. As mentioned before, I don't go here that often, and they do change their seasonal cupcake flavors, so it's understandable that someone would be unfamiliar with the menu choices. However, instead of someone taking initiative to be helpful, and hand out the information sheet with the names of all the cupcakes, they just left the sheets at the front of the register, which was being blocked by a mob of people. With that kind of chaos, it was impossible to know that they were even available. Not only would it would have been helpful to have known about them before ordering, it also would have been great if the cashier would have offered her assistance, and had a more friendly attitude.
Now, time for the rudeness. While waiting for my order to be boxed, I heard an employee shouting at customers! He was especially bothered whenever people opened the front door. I heard him shout at customers to close it in a very demeaning way. These are people paying premium prices for a product, and not people waiting for a handout. He should have been more courteous to everyone, and if there is a problem with the door staying open for too long, then the company needs to look into setting up stanchions for line management. And, if the city of Bethesda doesn't permit this, which I suspect they don't, then there needs to be some other kind of line management implemented. Please do a better job, otherwise, you will constantly be dealing with confused customers and overwhelmed staff.
Also, when that same employee handed me my order, there was chocolate frosting smeared all over the top of the box and on the paper bag. When I went to get a napkin, there were none. And, upon asking for one, that same employee snarled at me and said, "I'll get it, but right now I'm busy!" He was quite condescending, as if I was making his job more difficult. Obviously, I was getting this as a gift, so why would I want a dirty bag and box? Moreover, I don't think it was an unreasonable request for a napkin, and the whole experience has made me never want to go back to this place. read more