Ferguson Plarre's Bakehouse - The Pines — Restaurant in Melbourne

A few weeks ago i met friends for lunch and my coffe order was lost but my pie wasn’t. I waited and waited meanwhile my friends received theirs and I went to the counter and ensured abt my coffee order. They told me it wasn’t process and that the girl serving me was new. I said ok and paid and sat down. I waited again, watching other orders being made and served including takeaway coffees. I wasn’t impressed. My friend opened her party pie to find it dry, very dark and noticeably old. I took it and showed the person who was actively the barista and serving too. I never raised my voice nor swore nor showed any aggression as Iv worked in retail and I know how to resent my concerns and arguments. Eventually my coffee arrived and the young staff member who delivered it then proceeded to say to me… I hope you’re happy as you BULLIED our barrister and she’s crying. I was shocked and so shocked at that accusation and told him firstly I never bullied anyone, secondly to mind his own business and thirdly how dare he speak to a customer (regular) like that. I was extremely disappointed and so were my friends. Service has gone down hill and staff attitude has gone up..

NOT RETURNING … my friends included. Having had previous issues with staff behaviour, my friends and myself decided to return to the store, mind you others wouldn’t. Obviously one member had it in for me for complaining previously, not presenting herself EVER with a polite smile or a ‘ hello’ Today Oct 17th I got a sarcastic half sec smile from that staff member with the boss standing RIGHT next to her. The boss was polite and welcoming. Then the rest of our stay was made awkward with other staff giving dagger stares, obviously supporting their fellow staff member who went running in the back room. SUCH...

I am writing to express my disappointment and frustration regarding an order I placed for a princess cake for my child’s birthday party.

Instead of the princess cake I specifically ordered, I received just ten cupcakes. I immediately contacted the shop to clarify the mistake and explained that I had ordered a princess cake, not cupcakes. Despite reaching out multiple times, I was told, “This is your cake,” and that nothing could be done.

As the party was about to begin and I didn’t want to upset the children, I had no choice but to rush and buy a small cake from another shop. This caused unnecessary stress and delayed the party. My child was very disappointed, especially since we had planned for a special princess-themed cake. On top of that, only a few guests even got cupcakes—there simply weren’t enough for everyone.

Then, three hours later—after the party had already ended—I received a call from your team saying, “Your remaining cake is here.” I was completely confused. When I asked for clarification, they repeated the same line. The next day, you delivered the so-called "remaining cupcakes" along with accessories and a princess cake decoration tray. At this point, the celebration was over, and your gesture, while late, did not help.

I was extremely upset and asked, “What am I supposed to do with this now?” I received an apology, but honestly, it was too little, too late.

This entire experience was poorly handled, lacked clear communication, and caused a great deal of stress and disappointment—especially for the children involved. I expected better service, professionalism, and responsibility from your shop.

I hope you take this feedback seriously and improve your processes to prevent such incidents...

NO STARS HERE We Called into Shop at 4.05pm Asked for a Tiddly Oggie and a Meat Pie with sauce to have in while they were removing all the hot items from the warmer? Then proceeded to ask for a Latte and a Soy Latte also! We were told the store shuts at 5.00pm so coffees were closed as machine was being washed! I said Really! It’s 4.10 pm now so why shut the coffee machine! We close at 5 and it takes an hour to clean! Really!!! You have to be kidding! (Our meals turned up and reluctantly we ate them!) I should have left then and there! There are 4 or 5 of you here why not leave a pod open and serve coffees till 5pm No answer ...in fact just plain rude girls, just clowning around as if there were no customers! While we were there 5 couples came in and left! Very poor service from a very poor performer as this is not the first time! Went to Barma and had no trouble getting coffees! They serve till 5pm DO NOT RECOMMEND FERGUSON PLARE The Pines! Absolute poor, very poor performance! Will...