The Cheesecake Shop Toowoomba — Local services in Toowoomba City

I'd like to preface this by saying that I've worked in retail and hospitality, so I don't like to feel negatively about an experience because, at the end of the day, I understand where they're coming from. However, tonight was a completely different story.

We ordered a Coffee Pecan Torte cake today (on the 20th) at 2:00PM. We instructed the store through the website (that we ordered it on) that we'd pick the cake up at 7:00PM. This meant that, for the next five hours until we'd pick it up, it'd be assumed that the cake would be held aside for us. We gave sufficient enough time (unlike ordering it an hour before picking it up, etc.) and arrived to the store, showing them our email, only to be informed that they, quote, "sold it already to someone else." This perplexes me: why would you bother ordering online at the risk of someone else picking up the cake that you paid for in advance. The workers then went on to say that they only just got the email recently – but why are they being emailed later in the day for an order placed hours prior? Online Orders would, logically, send a notification to the store immediately, no?

Our next course of action, then, was that we were able to grab any other cake (just not the one that we actually wanted). We suggested perhaps calling the Wilsonton Store – to see if they had the cake, and if we were able to pick it up from them instead. Logically, working in hospitality, that's common sense; you call a store and make sure that the people who already paid for a cake are able to grab one from the other – it's good business and both parties win. The worker came back from the phone telling us that they did indeed sell the cake we wanted, but didn't inform us if we were able to actually pick it up. So we asked. "I forgot to ask them that, sorry."

So what was the point of calling them?

We later asked for a refund but were told that we'd need to email the Head Office instead. This also, unsurprisingly, perplexes me. Why am I – as the customer – needing to email Head Office for a mistake that isn't mine in the first place? I get that the payments go directly "to them," but this isn't a Head Office issue – it's a store issue.

At the end of the day, I wouldn't have been so annoyed if this was made apparent on the website – and/or if they had called us to let us know in advance; again, it seems like logical sense to let the customer know that it's unavailable (not when they're just-now picking it up). But still: why is there a system in place to allow people to order AND PICK-UP on the SAME DAY if there's a chance that they won't look at the emails and just sell it to someone else. That's the annoying part – more so with the fact that both of the employees were giggling and smiling at this. It's atrocious customer service and it doesn't make me, coming from someone who also works in an industry like this, want to come back.

Before we did leave, however, we were offered a complimentary water. I do appreciate the gesture – I'd much rather just have the cake I actually ordered instead.

Moral of the story: call in advance before you place an order – also, check your emails. It shouldn't be that hard. But,...

If I could give them any stars less than 1 or even a negative, I definitely would have. I called the Toowoomba Cheescake shop on Thursday and had a chat with Jo. I asked her what is the procedure to order a customised cake with a photo of my mum on it for her birthday. She said to send an email through! I checked with her 2-3 times if I need to submit an order online? She said no, just send an email through. Today (Saturday) I walked in and they said that there is no order under my name at all. They started making the customised cake while I was standing there!!!! After 20 minutes the manager (Kelli) came out and told me that their printer is not working!!!!! I asked her who the manager is as this is ridiculous that no one checks the emails. I even put my phone number down the bottom of the email and no one even bothered to call me!!!!! She said she is the manager and she is not sure why this has not been followed up. This was the worst customer service I have ever experienced in my life. They made me cry today and ruined the whole thing. What was even worst was that at the end they just told me that "At the end of the day it is just a cake so don't be upset"!!!! Please DO NOT buy anything...

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