Octavio Z.
Google
I came to Diana’s Bakery early in the morning and picked up about 25 pieces of bread. Everything was going smoothly until I ordered tamales. I asked for half a dozen, but I was given a full dozen instead. When I mentioned the mistake, the employee insisted several times that I had asked for one dozen, even though I’m certain I said half. I tried to just switch the extra half for another type of tamale, but then I was told they didn’t have those anymore.
The situation got even more uncomfortable when the manager came over. Instead of helping calm things down, she made the atmosphere even tenser. She took over the entire transaction, and she’s the one who told me she had never seen the coupon before. When I showed her the 10% coupon which they advertise right at their register she questioned where I got it and asked why I didn’t mention it earlier, saying it should’ve been brought up before the checkout process. Applying it would’ve been nothing more than a few taps on the screen, but the tone she used made me feel judged for even asking.
At that point, the air felt very heavy. The customer service was tense and uncomfortable, and honestly, I didn’t feel welcomed. I was raised in a Mexican household where you don’t talk back to your elders out of respect, so I stayed quiet even though I felt uneasy. I truly want to thank the lovely lady who spoke up for me. She said she agreed with my thoughts and could feel how tense the customer service was. Her support meant a lot, especially because I wouldn’t have spoken up myself.
One of the main reasons I chose this bakery despite other bakeries being open was because during Día de los Muertos, they were one of the few places that had pan de muerto, and I loved that they were continuing our cultural traditions. That’s why I wanted to support them again this morning.
But unfortunately, the customer service this time completely ruined the experience for me. This will likely be my last visit.