La Madeleine

I've ordered the Croque Monsieur sandwich to go twice and asked that they include the sauce; didn't get it either time. Ordered a slice of carrot cake and pecan torte for a Thanksgiving treat; really blah. Really disappointed.

My husband and I had lunch today at the Sandy Springs GA location and were shocked by the horrible quality of both our sandwiches. The side salads they came with had soft soggy croutons and rotten lettuce. His meal was served 10 mins after mine which meant I finished my meal before he even got his. The personal didn't seem to care about anything which was reflected in their service. If we could give this place a zero I would. This was the first time both of us left a restaurant still hungry.

I have been a loyal customer of La Madeleine for years and I appreciated the consistency of food regardless of the location I dined at. I was very said you closed your Beltline location in Addison, but was happy to see another store open on Montfort. I have dined there twice and the food quality is not the same. Last Sunday, approximately 5:50 PM on 8/15/21 I called in an order. I spoke with Ashley and she confirmed that I was in their ordering system already and I verified that this order was for the Montfort location, not my go to store on Campbell. Ashley confirmed that. she was nice to deal with on the phone but couldn't find simple add ons like double chicken for the Caesar salad, etc. She did not seem very familiar with the menu items. And of course this store doesn't offer them anyway...

Next I proceeded to pick up my order inside your new location on Montfort. No order was there. I tried to verify the number I called being the Phone # for their location. The staff didn't even know their own store phone # so they couldn't confirm that and said that all the orders go to an outside service, hence why they don't know the menu well.

The manager was nice and said he could quickly prepare my order while I waited. I can see why now, because everything is prepacked and pulled out of a cooler with a bar code on it. When we got home we were shocked to see the Strawberries Romanoff actually had an expired date on them. The salads felt stale as the croutons were mushy and the chicken rubbery. Everything is premade, so nothing fresh about it. One reason we love your chicken is it is fresh and warm on the salad. If I want a premade salad I can go to the grocery store and buy one and not pay your prices. Even the soup was luke warm.

I just want to point this out as I want to dissuade your corporation from pursuing the concept of these type of locations. It is simply not the same quality of food and the instore dining experience is also not cozy in this new restaurant either. Yes, I was excited to see a drive through option, but not at the expense of a good meal and this will hurt your brand in the long term.

I will never return to this location even if it means a further drive because the food is sub par. I realize that things have been difficult for the restaurant industry during Covid and perhaps it's harder to be profitable and I know staffing is impossible. However, I think you need sincere customer feedback in order to make proper corporate decisions moving forward.

If you are a potential customer I want to praise the La Madeleine for their food and suggest you eat there. Just not at a drive through location.

I wanted to go online and look at their menu including nutritional values of each meal. On Google maps the menu was upside down. On their own website their was no complete menu you could view. The only way you could get nutritional values is by entering the particular meal into a calculator but who knows what meals they offer if the menu isn't available on the same page. Feedback was also designed to make it as difficult as possible to leave a review. Guess they are overwhelmed with customers and don't need any new ones. I'll keep looking.

Dear *** ***,Thank you for forwarding our guest's feedbackWe understand that our guests have many different dining options, and we appreciate that you have taken time to bring to our attention the complaint that you received.I already addressed the issue to my Management team, and
I assure you that we are working tirelessly to avoid similar incidentWe have tried to contact the guest, but unfortunately we were unable to get hold to him/herWe will try by mail again.We will be offering our apologies for the experience that he / she had in our restaurant, and we will Invite him/her back with a bon appetite card.If you would like to speak with us for any reason, please contact us at ###-###-#### Cordially yours,Merci

Review: I work in a downtown lawfirm and I am a regular customer of La Madeleine of [redacted], MD. Their customer service prior to this incidence was impecable.

On 4/10/2014 I visited cafe during my lunch break to place an order to go.

The person who served someone in front of me served two more individuals after me, failing to recognize I was there. One of the gentlmens standing behind me even mentioned that I was there earlier, to which the service person replied "He will be alright. May I help you?".

Another employee of La Madeleine rushed to provide service and processed my order.

I then approached the man who ignored me as a customer and asked his name and the contact information for La Madeleine.

He got agitated, repeatedly refused to provide his name and at one point insisted that I give him my name so he can contact me.

I then approached the employee who served me and asked what was th ename of the title and name of that person.

I was told that he is a managere at La Madeleine and his title is Manager.

IDesired Settlement: I demand an apology from for a store manager acting obnoxiously and clearly inadequate to the service standards of any respectable service establishment.

Business

Response:

Dear [redacted],Thank you for forwarding our guest's feedback. We understand that our guests have many different dining options, and we appreciate that you have taken time to bring to our attention the complaint that you received.I already addressed the issue to my Management team, and I assure you that we are working tirelessly to avoid similar incident. We have tried to contact the guest, but unfortunately we were unable to get hold to him/her. We will try by mail again.We will be offering our apologies for the experience that he / she had in our restaurant, and we will Invite him/her back with a bon appetite card.If you would like to speak with us for any reason, please contact us at ###-###-#### Cordially yours,Merci