HS Cakes Springvale- Durian Signature — Restaurant in Melbourne

The worst customer service of any business I have ever had in my whole life . Being a loyal customer with this cake brand since the Founder was still in business from their two previous locations in Springvale, I visited the store to pre order a customised Birthday cake for my son and it was the awful awful experience. The counter lady/owner was absolutely rude, disrespectful and foolish. Hence, I write this review with a hope that she could reflect herself on how she should treat customers in a right and appropriate manner. Surely she had learn how to make good cakes but probably she had failed on the customer liaison and may need to redo this subject. Here’s brief details of what happened:

Firstly, I showed the lady a sample photo of my preferred customised cake and she said she can’t do it and suggested me to order a white cream cake with no decorations so I can put my own cake topper and do my own decorations. I agreed to a white cream cake with no decoration then she forced me to add a border around the cake and put some writing on top of the cake because she thought that I will resell her cake??? Then I said it’s fine to do a white border and write only my son name at the bottom of cake so I can have the rest of the area for my own cake topper. She refused and said she only could write my son name in the middle of the cake which definitely made non sense basing on what she suggested me to order a plain white cream cake at the beginning . I started to question her why she had tried to make everything so hard and she kept repeated herself on that she had bad experience with other customers and it’s not about the money bla bla. Finally, she decided not to sell me any cakes by saying that as the business, she has her right to refuse selling products to customers , kept asking me to go somewhere else and walked away from the counter although I had kept myself calm and polite all the way through this drama. Hopefully the business owner could review CCTV and this footage would come with audio so they could feel shame on how this lady had done damages and ruin the business and reputation.

There was a female customer in her 50s on the line before me and she wanted to pay for her cake order by card because she did not have enough cash. This lady counter was absolutely not keen and impressed with her card payment although the customer was happy to pay for surcharges. This disgraceful counter lady kept repeating to this customer that “next time making sure you bring cash with you Bla Bla”. Seriously if you prefer cash payment only for your business , please don’t ever make EFTPOS facility available there…This customer had done nothing wrong, she just paid for her cake and brought income to your business so she didn’t deserve this attitude.

It’s really sad to see how this well established family business be continued in this way because the Founder had been very passionate with his signature cakes and always gone above and beyond his customer services. If you kept saying that it’s not about the money and turning customer away like this when you do business, you must have enough wealths so you should close the business down, live your own good life and not create drama with customers like this. You have good and bad customers but you need to treat all of them in a way how you would like other people treating you, especially when you are doing a business involved with customer services.

For those thinking of ordering a cake for special occasion from this place, it’s best to avoid it if you don’t want to deal with this drama lady. This place is probably ok for quick grab and go but making sure you bring cash...

A few months ago, I decided to order 2 cakes from HS Cakes. From the start, the lady at the counter was rude and blunt. She showed me a limited range of basic cake designs, so I asked if there was a nicer one which she said no, without any other help or suggestions at all.

Despite this blunt approach, I was a loyal customer so decided to pay for 2 cakes in full with cash (around $100+). Not even 30 minutes after I had left, a friend said they could make the cakes with my desired design. I returned to the store, and the lady rudely stated that there was no refunds, despite pleading with her. I understand if it had been longer for no refunds, but it had been less than 30 minutes and there would have been little to no inconvenience to her. There was greed and zero understanding on her part.

When I received the cake, it was basic and didn’t look as nice as what a birthday cake should’ve. Can definitely get better for the same price.

The customer service was so bad that I felt the need to write a review even after all these months. Would really recommend an improvement on the customer service and...

Didn't enjoy the durian crepe cake and it is not worth the price. At $15 the slices of cake, this is expensive just for eating the cream which doesn't taste good. The cream doeesn't taste good. Doesn't have a good combination of durian and cream. The cream overpowers it and it is not the nice type of cream. I told the manager about the cake and he said: 'no one told you to buy the cake!' That response was So rude! Let me tell you that you are the one selling it, promoting it and displaying it in your shop to attract customers. And of course, as a customer I would be interested in buying since you are selling.

Some small businesses do refunds, it's just because you don't want to do it because you want to save costs but what does exchanging another cake cost. Is it that much of a cost when you have so many cakes. Oh you were saying because you will have to do it for other customers, but if the cake is not good (and it was more than 50% not good), then it is what it is, you refund or give something else...