Sara W.
Yelp
I would actually rate my last experience a 3.5. The drinks are consistently good and the macarons are some of the best I've had in the city. But service varies depending on who's working. If you've never been before, their ordering system isn't clear right away.
There are usually people stationed at various sections (pastries, chocolate, etc.) and you're supposed to pick those out before going to the register. However, there are more savoury options and the drink menu by the register, and pre-packaged goods are scattered around a giant table in the centre of the space. So what happens is a lot of people seemingly jumping the line to get to what they want and pay. Once you know how they operate, you can get things pretty quickly. It's difficult if you want to look at everything before deciding what to get though.
My friend, who was visiting for the first time, wasn't being served, so she went to an available register to order instead. I had faced a similar situation earlier. The person I interacted with was cool, calm, and collected, and I got everything no problem. Someone else was behind the counter when it was my friend's turn and they were not as chill. I was shocked and dismayed at how they treated her. The response was "you know you should've..." in quite a condescending tone. Given there's no signage explicitly stating how to order, this was really rude.
To make matters worse, my friend paid and then was told to wait off to the side for her dessert. We waited five minutes and nothing. Then, when we noticed another employee who wasn't preoccupied, we went to talk to them, proof of payment in hand, but they couldn't help. So we had to track down the person who served my friend and wait until they had a spare moment. A lot of trouble to get one treat. It all comes back to their complicated service system. I felt bad because it was really busy, being close to Christmas and all, but with that in mind you would think they'd be better organized.