Hanmade’s Bakehouse — Restaurant in Sydney

Customer service needs improvement; staff forgot about our order

I’ve loved the desserts here since they were a smaller shop in the other part of the centre. I’ve been back ~3 times since their relocation and I have found the service to be quite slow - not surprising since a bigger location means more traffic and its good to see they are growing.

Unfortunately, when I dined in yesterday they had forgotten about our order and it was only until I enquired after 25mins of waiting at the table did they start making our food.

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I ordered at the counter and the server who took my order alerted her coworker to the order ticket and pointed to the table we were going to sit at. It was late afternoon, so it was a little busy when we arrived but most people were halfway into their food/drinks.

After 20mins of waiting (I checked the time stamp of when I paid in my banking app) the place became half empty as other customers had finished up. I could see the front staff cleaning and washing dishes, however, I gave them the benefit of the doubt thinking they might’ve been making our desserts at the back. I asked the front counter for table water. The same server who took my order brought cups to the table. I found it strange that she didn’t ask if we were waiting on anything given the table was clear so I trusted our orders were on the way. It wasn't until another group came in and I saw the staff start making their orders immediately, that I went up and enquired about our orders. It was clear they had forgotten about it and they asked what we had gotten and apologised.

After 40mins of waiting (and being overlooked), our orders were brought to us - we got the ube leche flan sundae and ube sago parfait. The sundae is my go to and it was great. The sago parfait was a little plain as the ice took away a lot of the flavour.

Overall, the experience was disheartening and I believe the staff should work on their table service - at the very least, check-in when they notice no food on the table after 20minutes. I understand people make mistakes and if the staff had followed up and realised the mistake on their own I probably wouldn’t feel compelled to leave this review. I don’t believe the onus should be on the customer to follow up on forgotten orders.

I hope this review gives management the opportunity to improve. I’d like to give this place another shot as the desserts are really good (the food is a little...

We recently visited Hanmade’s Bakehouse to try their cakes and desserts and also to place a cake order for our son’s 1st birthday. The place itself has a nice and inviting atmosphere, and the food was absolutely worth it.

We ordered the yema silvana, yema cupcake, ube cupcake, Pinoy brekkie, Spanish latte, and an ube-based drink (I can’t recall the exact name), and everything was delicious. While the prices are on the higher side, the flavors and quality justify it. This place truly knows how to make great desserts!

Unfortunately, the service was a huge letdown. We had to follow up twice on our order, and each time, the staff seemed completely unsure about what we ordered. Even after checking the monitor, they still brought out the wrong cakes. To top it off, when they finally served our food, they forgot our drinks, which was incredibly frustrating. While the staff was apologetic, they seemed clueless about how to fix the issue.

On top of that, our visit was also to place a custom cake order for our son’s birthday, but when we asked about it, we were simply told to order online. The frustrating part? My wife had already tried ordering online but never received a response. This lack of communication and customer service is disappointing, especially for a business that sells celebration cakes.

Final thoughts: The desserts here are fantastic, and I would still recommend them for the quality of the food. But the service needs serious improvement, especially when it comes to handling orders and customer inquiries. A little more organisation and attentiveness would make this place so...

Cakes - Having multiple birthdays in April, we ordered multiple cakes since 2020. We love how hannah put all the effort and love to her craft. She goes over and beyond to make sure her cakes are beautiful at the same time delicious.

We love the pastillas cake! Not too sweet and has the right balance of sweet and saltiness! :)

Price - All her cakes are reasonably priced and she is willing to ask for the budget and work around it.

Cafe - always coming back for all her ensaymadas and Sundaes. Love the balance of sweetness with a little bit of saltiness. Her ensaymadas are so yum and comparable to Mary Grace in the Philippines, would love to see “chocolate de batirol” paired with her ensaymadas as well as cheese rolls.

My fave flavours are Polvoron, ube and the OG. Aside from ensaymadas they have a variety of other small cakes and pastries. :) Get here lunch time to get most of the breads as they run out fast late in the afternoon.

Thank you Hannah! So proud of how your business grew from just ordering and picking up cakes from your house front door to ordering in-store. :)

Highly...