The English Cake Company- The Cakery @ Galle — Local services in Galle

Worst and most stale cake I have ever had.

I have been to the cakery's Colombo store from when they first started years ago. Infact the passion fruit Victoria sponge has been my absolute favorite over the years.

Down for a holiday in Sri Lanka and was excited to spot a cakery outlet at the Galle Fort. I immediately went and bought myself a slice of the passion fruit Victoria sponge. As it was a bit later in the evening, I asked the staff if the cake was fresh, to which they replied yes. I once again inquired as to if it was made on the day to which he replied that it was made the previous day but still fresh. So I purchased a slice. Only to have a bite and realize it was as dry as a biscuit. I told the staff that it was so stale and should be not be sold to begin with and should be binned. To which they replied that the light in the cake display cabinet was too hot and it dries all the cake.

This is no excuse as then the cakes should be disposed after half a day - not sold as "fresh" 2 days later! The staff made absolutely no effort to offer a refund or a replacement. I did not request for any either as it is upto them to offer. I infact asked if they would like to try a piece of the cake I purchased to understand how stale and terrible the cake was. To which he replied that he "doesn't like the passion fruit flavor!" Completely missing my point.

Sad to say it was the worst cake and worst possible after sales service too. Disappointing that once my nostalgic all time favorite cake store has become purely a profit oriented business with absolutely no regard...

Your products are indeed delicious, but unfortunately, the service we experienced at your Galle Fort outlet two weeks ago was quite disappointing. Despite placing our order for cheesecake slices, the staff seemed more focused on attending to the needs of foreign customers who arrived after us. While one staff member began preparing our order, another staff member attended to the newcomers' takeaway order, leaving our slices ready but neglected. We waited patiently to pay, but it seemed like the entire staff was preoccupied with resolving the foreigners' payment issues, leaving us feeling overlooked. It's disheartening to feel undervalued as local customers, especially when we pay the same amount as others. Despite expressing our need for urgency twice, our requests seemed unheard. This lack of attention and prioritization for locals contrasts sharply with the delicious cakes we've ordered from you in the past for our parties. We had high hopes when we decided to visit your physical location, but unfortunately, the poor customer service overshadowed our experience. We hope you can address these issues to ensure all customers, regardless of nationality, receive the respect and attention...

We went to hangout on a saturday evening and kind of disapointed by our experience there. First we had to wait at the cashier to place our order for about 10mins. The person who took the order was also the cashier and he ran around in the middle of taking the order to correct the wrong orders that took place before us. I saw only 2 people at work, i guess they are lacking staff and they are not properly trained. They served our food & drinks by hand without using a tray, and the result was knives loudly shattering on the table. No napkins or paper serviettes provided. Blueberry cheesecake and quiche were very good. Mocha was ok. The hot chocolate didnt have much taste other than being too sweet, giving us nausea for the rest of the evening. For a branch of a well known cafe in colombo, situated at a top tourist destination in the country, i expected better service & quality beverages than this. I hope you...