Ferguson Plarre's Bakehouse - Patterson Lakes — Restaurant in Melbourne

I was very disappointed in the customer service at this store. I ordered a Turkish Delight Cake for my husbands 60th birthday. Once the Happy Birthday had been sung and we started on the cake we realised we had received the wrong cake. We had a chocolate Delight cake. I took the remainder of the cake to the store (after not being able to get through on the phone for some time) and was told basically bad luck you have started eating the cake - we can't do anything. REALLY? NOTHING? Not even an offer of putting turkish delight on the cake I had, or providing a replacement- NOTHING. Very poor customer service - I wont be going back!

To respond to the owner:

Upon checking we found In our record you ordered Chocolate Delight cake(not Turkish Delight) - YOUR team member did make a mistake

I was always talking about the Turkish delight cake - she wrote it down incorrectly!

Your receipt is for chocolate Delight cake

yes I should have checked - unfortunately I assumed that it was correct

When you came to pick up the cake we mentioned and showed your chocolate delight cake as per your order as a courtesy. At this time you had the opportunity to mention that you had ordered or wanted a Turkish Delight but you never did. (If you had mentioned that you did not want this cake we would have offered you some other cake.

a quick glance at the top - both cakes look very close and when I opened at home I thought the inside must be Turkish Delight with rosewater in the middle.

Further, you took the cake home and then came back with the half cake. Unfortunately, we cannot take back half cake or as you requested put Turkish delight chocolate on the cake.

How else would I have known I had the wrong cake? Why not provide some Turkish Delight?

We don't see 1-star as a fair review but you have the power to vent your frustration online and sadly cause damage to someone small business despite no fault.

I certainly do think 1 star is appropriate - would I have bothered to come back if I had received the cake I had ordered? NO! You make me sound like a liar! Boohoo - as a small business maybe an small gesture would have prevented me from writing a review. Something you should take on board - you are not infalliable as a small business! And as stated previously - I...

I needed to organize a last minute birthday cake for my Mum in a hurry so called the company. Whoever i spoke to, im assuming the manager was so helpful and friendly. After doing a search he advised they did not have the cake that i wanted (hummingbird) but i could look online at what they did have to offer. I asked what time they close and he said 5 but gave me his mobile number so i could look that night after work and text him my order through at anytime. I had a look at the cakes but got side tracked and forgot to text. I received a call from him the next day asking how id gone. It was perfect. i asked if i could have the flourless orange cake buy the next day and he said yes he could order it to come in fresh in the morning. I sent someone to pick it up and it was one of the best cakes ive had. It was moist and delicious. My Mum (who doesn't usually eat cake or sweets) absolutely loved it and had more than one serve. Couldnt ask for a better service or product. Very greatful. Looking forward to going in to try the pies and wraps next...

I bought a small cake for my daughters birthday, it tasted stale. Only one of 8 adults finished their slice.

I was embarrassed and threw it in the bin (as we do, with stale food)

I emailed to follow up. They asked me to return the cake (!)

When I said I had thrown the cake away, they ignored my email.

I followed up again, to which they said they’ll give me a free coffee.

A $30 cake that tasted awful and they’ll give me a $5 coffee in return.

“This is in line with our store policy” - what happened to “the customer is always right”? Why not, at least, offered a fresh cake?

Do you think I was concocting this story?

Of course the emails weren’t signed off by a name. The same as the reviews.

“Regards” with no accountability whatsoever.

No good enough, Ferguson’s. I expected...