Ferguson Plarre's Bakehouse - Sunbury — Restaurant in Melbourne

I ordered cupcakes and a cake for a Baptism. Gave at least 2 weeks notice. The cake order was not submitted immediately and as a result, the cake I ordered was no longer available. Had to settle for a substitute. Icing was 3-4mm thick, the sponge was 15mm thick on the top and 15mm thick on the bottom. Cream filling was between 40-50mm thick. The cupcakes were delivered to the store without inserts. The store didn't check and fix before I picked everything up. As a result, the cupcakes moved around in the box, hit the walls of the box and hit each other. The cupcakes had different coloured icing on them. Called the store and the Store Manager Karen was as helpful as possible and asked me to bring them back in. A fabulous staff member called Rebecca cleaned up the cupcakes and put them into three different boxes that had inserts. They were still not great but it was the best we could do. I was told an email of complaint would be sent to head office requesting compensation. A week later, no contact from the store. I spoke to the Franchise owner this morning. Very disappointing and I will now not use this Ferguson Plarre Bakehouse because of this conversation. He deflected all responsibility to Head Office, his Store Manager and others when in reality it is HIS responsibility to check orders on arrival at HIS store, follow up customer complaints that relate to HIS store and ensure customers are satisfied with their experience at HIS store. ...

I have been to other Ferguson Plarre stores and they have so much more options. All they had was vanilla slice and other 3 or 4 slices, full cakes (not many) , a couple of pastries and a sandwich station. As we were interested in eating cakes and having coffee with friends, we did not look at the sandwiches but ended up having a pie and a slice as there was no much more to choose. The 4 of us commented in the lack of option. We also arrived around 3pm and an hour later they were removing the chairs and cleaning the sitting area, even if we were still at our table and their closing time is 5pm. Not what I say very nice. As there was not a lot of people inside, I believe that was the message " Goodbye, we want to close earlier!". The good side is that there are several other cafes in the area and we will be choosing another one next time! Pie was good, slice was ok, service in the beginning was very good, and at the end was terrible. Nothing as finishing the experience by letting your customers to feel...

Went to order some lunch the other day, Thursday or Friday and stood and waited and waited to be acknowledged ‘at the very least’. Two middle aged women were behind the counter, who flat out ignored me, didn’t even say they would be with me in a minute - zilch, nothing. NO CUSTOMER SERVICE AT ALL. A gentleman finally came out and served me, presumably the owner. He was pleasant and polite. I mentioned a young girl called Lauren who has served me many times before and was told she usually works only on Tuesday. This young girl has proved to me the level of customer service one would normally expect from experienced women in the retail industry, who should know better. Haven’t been back since last week, but Jeepers come on people! It’s not that hard! Say hello, ‘won’t be a minute’ ANYTHING rather than nothing. Food is delicious but bring back the young staff who are happy to actually have a job and greet you with...