Sugar Bakery Halifax — Local services in Halifax

I have never posted a bad review about a business before but I feel it necessary for folks to know about my experience. This was the second time I’ve ordered a two tiered cake from this bakery, my third cake in total and I have purchased many single serving cakes in the past. When I made the order at least 20 days before my son’s 3rd birthday party they asked me what time I planned on picking up the cake. I told them between 12-3pm. The day before my cake was due I received an IG msg one hour before closing to ask when I would be picking up the cake. I did not see this msg until 930pm that evening and I responded that I would be there between 12-1pm. I received a response the following day at 12:25pm telling me that because I didn’t respond before closing, the earliest the cake would be ready is 3pm (even though, I told them the pick up time when I made the order) The cake was ready by 2:45pm, my husband rushed down to pick up the cake. We live on a hill, on the drive home the top tier of the cake slid backwards. We called the bakery to tell them what happened. We were told they do don’t hold any responsibility for the cake once it leaves the store and instead of trying to resolve the situation and provide good customer service they only wanted to argue over who was at fault. As a person who worked customer service for over 15 years here were my issues:

The cake should have been ready for 12pm. If they wanted to re-confirm the pick up time they should have given me more than an hour to respond or called me like a normal business. Given that I am a repeat customer, when we told them what happened to the cake, they should have offered to fix the cake right away but they never even offered, I had to ask them. When we were trying to resolve the issue over the phone the staff continued to talk over us and we had to ask numerous times to be given an opportunity to speak. They were argumentative and continued to debate who was at fault when all we wanted was a resolution.

I believe the cake was rushed, had the cake been ready on time (at 12pm) the ingredients would have had time to set and the cake would have likely made the trip home, like the first two tier cake I purchased.

Luckily, we were able to get the top tier back on the base without completely ruining the cake so we didn’t bother taking it back as my son’s party started at 3pm

Their cakes are not cheap, if anything happens during transport they will absolve all responsibility. Their staff lacked empathy, customer service skills and professionalism. I will not be returning to this bakery.

It’s likely their response to this review will be about liability and who was at fault for the cake sliding back and how the cake was transported, when they should have shown empathy and helpfulness rather than being confrontational. I am very disappointed in how they handled the situation.

There is a bakery across the street on Dresden Row who make the same kind of cakes. Go...

Was very excited to stumble across this Asian bakery but very disappointed by the quality and price of the goods. $6 for a green tea red bean cream roll would be fine if the quality went with the price. Red bean was not cooked enough, so had a but of a crunch. Cake was a bit dry and the green tea taste was not present at all. You could taste some green tea cream but that's also blended down by the regular white colour cream that's inside.

Came here on a Sunday and there were trays of uncovered buns ready to be packaged just sitting on tables in the shop while a couple ladies worked away at putting them into plastic bags. Fine if the shop was closed and not open to retail but kinda weird to walk-in and be able to shop comfortably in that setting. Lots of baked goods but didn't have many that were actually for retail sale. I asked about a couple items since there is a lack in label & prices but was told that some of them were not for sale.

Nail in the coffin, one of the bakers in the baking area was talking shoulder to shoulder with her mask pulled down.

Definitely won't be returning...

I ordered some dessert at their house yesterday, and the poi cake box was really hard, and there was ice in the poi cream, and I don't know how long it was frozen. Tiramisu has a lot of ice in it. I took the video below to prove it, poi is impossible to dig with a spoon. Not long after my review was posted, the merchant found my phone number from another delivery platform and contacted me privately, asking me to remove the review. All the while sighing and telling me a lot of reasons, like how hard they work to make the dessert, but what does that have to do with the customer? Your customer is not responsible for your hardship, and I don't think I have to pay for your mistakes. Because yesterday the business kept pestering me, as if I couldn't hang up the phone without deleting the bad review, I didn't want to waste time so I deleted the review. I still want to post the review today, so that you can have a more objective understanding of what kind of store this is. And I was really offended by the fact that I called me...