Cushman Market & Cafe

I went here yesterday for the first time with a friend who goes here often and recommended it, but our experience was so bad and so preventable. Note: I understand the circumstances and stress placed upon a restaurant because of COVID. Also, I have been managing restaurants for the past few years, with the same POS & online ordering system they use, Toast).

I ordered my 1 sandwich online through their online takeout portal with Toast at 1:15. I got an email saying that my sandwich (cold, not a panini) would be ready in 10 minutes at 1:25. My friend went inside to order right after I had done the online ordering and she placed an order for 3 sandwiches (2 cold and 1 panini). I got an email 5 minutes after I had placed my online order saying that my order had not been approved by the restaurant yet, and to contact them. So, I went inside, and was rudely ushered out by the girl working once she realized I was there for an online order and didn't have to order at the counter. I had to force an interaction with her to get my inquiry about my order across, and when she went to check on my order she said that they were working or starting on it. About 10 more minutes go by and I ask the guy working and he knows nothing. Then my friend's 3 sandwiches (that she ordered after me) are ready. Then the girl comes out so I ask her and she too knows nothing and was again was rude in her interaction with me. Finally, 30-35 minutes AFTER I initially placed my order, my 1 sandwich, that didn't even have to be pressed in a panini maker, is ready. I understand if this was a big order but for 1 sandwich, that is absurd.

I don't know how many people were in the kitchen, and it was just the two of them working the front of house but they were clearly in the weeds. The girl was straight up rude and the guy looked frazzled beyond belief. It's great they were getting busy and had business, but they 100% could have, & should have, handled my order better.

A restaurant can have great food but it can be reduced to nothing if it has bad hospitality and that is what I experienced. Having been in the weeds while working in restaurants myself, I understand that there is a lot going on and you can't give your full attention to everything. However, making sure that guests still feel acknowledged, welcome, and heard, is of THE MOST importance. It doesn't matter how small or big, fancy or casual the restaurant is- hospitality is important! My sandwich was good but it was also a sandwich that can easily be replicated at home (Lady Rowena: goat cheese, pesto, tomato & green leaf lettuce on a baguette). So, why would I spend money to get poor customer service on a meal I can make just as easily?

Additionally, I would say that the staff working are not properly trained in Toast. It seemed like most guests who were waiting ordered by phone or online ordering. Toast has a setting to throttle online takeout orders- aka rather than giving me a 10 minute estimate, Toast could have told me, 15, 20, 25, you name it- had they throttled the ordering system. Also, the fact that my order had to be manually approved on the POS system, without the ticket being sent straight to the kitchen, may have also been a factor in this mess and thats something they should consider operations-wise. Understand what your POS system is capable of and how it can be used to your benefit in smoothly operating your restaurant.

I don't normally write reviews but I will if the experience was atrocious. My experience was also so preventable. There is just lack of training, lack of hospitality (could be great when its calm, but mastering hospitality under stressful conditions is key) and poor operations in place. Again, I understand its COVID and operations are different than normal, but I saw a lot going wrong. Hospitality & knowledge of your own POS system can't be things a restaurant lack even during a pandemic.

Oh- and a sandwich (wrapped up) got dropped on the floor while it was being put into someone's bag for their order, and they didn't even re-wrap it in new deli paper. Yikes.

Nice small town cafe atmosphere. I was surprised at how much they were selling in the market up at the front

One of my all-time favorite places in the valley!

Contrary to what I wrote and posted 7 months ago, Cushman Market has declined in quality while their prices have skyrocketed. For no more than 5 items which should have cost $18, I had to pay $40+. I paid because I believe in and support local businesses. But this was my last straw. I will not support highway robbery, nor will I send my friends and associates here - it's just way off and too expensive! There is no need for that kind of price gauging!!!
So I drop my rating to one star, and will not visit again. After over 20 years of patronage, Cushman market has lost my business, sadly.
Previously:
Always has a great selection of local fare, sandwiches, and soups, and so forth. They also have a front end convenience store. Place that is family friendly and healthy quick meal.

Have liked going to Cushman's Market and cafe for a long time. Its good food and reasonably priced. It can get super crowded at times especially during rush hours. They also have live band playing during breakfast sometimes, mostly local musicians I believe. I will be returning to this cafe for a breakfast sandwich and a muffin sometime soon. I recommend customers doing a pickup and then eating it near the beautiful train tracks in the backside of the cafe :) (weather permitting of course)

Cramped and slow service on a Sunday morning. They clear an area for music and it results in tables so close, some are unusable. Server brings one set of utensils for 2 orders. Good is ok, but I would skip the bagels.

This place rocks. It has all you really need, good epresso, in house made baked goodies, wonderful breakfasts and killer sandwiches. The fact I can nip in and grab a bottle of wine or a six pack of craft beer on the way home really works for me. The staff are friendly and helpful. The market is full of off kilter joke items as well as essential foods like chocalate. It is hard not to love this delightful little market and cafe.

Sweet little cafe in the back of old countryish store with very good food. The current cook is a master of omelettes. Filled with college students, professors, locals, super nice staff. One bogus thing is this: its a busy serve yourself place, order your food and sit down. So coffee refills mean you have to go back up and stand in line (it's usually busy).

Great selection of breakfast and lunch items with delicious coffee. Nice seating both inside and outside with cool artwork and decorations.

Cushman market is overall amazing. They have a little store connected to it you can get quick stop groceries and novelty stuff at along with the Café. They have an entire vegan menu which you never see anywhere, a one of a kind place