Choko-Mocko Gluten Free Bakeshop — Restaurant in Ajax

We were long time customers, have recommended friends and family here, and had left a positive review inspite of the not so sunny customer service you get here.

When we moved to Ottawa, we were making large orders (over $200) as we had a specific dessert we really liked here and would get it in bulk and freeze and have over the next few months. We would literally be bringing a cooler and packing the treats in there and then driving back four hours to Ottawa. For those who have restrictions, sugar free and gluten free treats are hard to come by, let alone one we actually like. After one of our large orders, we got home to find it tasted completely different. They had changed the filling to a typical icing, it was grainy and not good at all. Our favourite thing about this desert was the original filling, it had a rich chocolate ganache filling that made it so good. We were coming down all the way from Ottawa to get it afterall! Imagine changing the dessert that drastically and not thinking to mention that to a customer who is ordering 20+ of that dessert. If you're going to change a recipe and a long time repeat customer is ordering 20+ of that dessert, it is dishonest and downright horrible business practice not to inform them. Just a call or an email saying "hey we changed the recipe, would you still like to place that order" would of sufficed. Most likely we would be open to trying the new recipe, but wouldn't order $200+ worth of it. After trying it, we would find we in fact didn't like the new one, so we would of just ordered different treats. But this dishonesty, to ensure we still made that big order, lost them a loyal customer.

We had been ordering from them for years, often big orders that cost us hundreds, but we considered was worth it. Only to encounter the worst customer service in the end. When we reached out to them so they can provide a solution, they said return it and they will consider refunding... knowing very well we couldn't drive back four hours with two small kids with a cooler full of desserts. They knew our situation and took advantage of it. Instead of being understanding of how far we were and the unique situation that put us in, they just gave us a generic solution that wasnt even feasible for us, and they know it.

Long story short, $200 down the drain. We tossed the desserts as they were not good. Basically, they provided no real solution for us. If I was a running a business and a long time customer was in that situation because I didn't inform them we randomly changed the recipe, I'd own up to that and give them a refund. That would of shown us that they valued our business and were willing to take ownership when something went wrong. We would of continued ordering from them like we had for years. Now they've lost our business for sure, and we've also taken our friends and family with us. Once they saw the email correspondence between us and Chocko Mocko, they too were appalled and could see this is a place that doesn't care about their customers or customer satisfaction whatsoever, which so many of the other reciews reflect. And to think I had even defended their lack of customer service in my previous review. If they could treat us, a long time customer this way, can't imagine how new customers get treated if ever...

I was soooo excited to go try the Food from Choko-Mocko until i entered the store and met the owner and another woman who did not even acknowledge my presence. I asked about the menu and she seemed annoyed and uninterested to speak to me. Instead, as i walked around the store, she had her eyes glued on me without saying a word. I picked up a bread to look at the ingredients then put it back down to get the muffins instead. I told her i was ready to pay then when she took my debit card still not looking at me...After i paid i said to her that i loved her store but i wish she would have spoken to me or even said hello when i entered. She ignored my comment and gave me the muffin. Thinking that it ended there and still excited to try the muffins... as i was entering my car after i left the the owner came storming out yelling at me. I asked her what was wrong and she accused of deliberately coming into her store to damage her bread. I look at the bread and saw nothing damaged about it. She then goes on telling me that i need to come pay for the bread now because i damaged her product. I asked her is she was upset that I commented on her lack of costumer service and if that was the reason why she was falsely accusing me... She then looked at me and said i am racist and that i have an issue with her race... I stood there outside her store in shock that she called me a racist who damaged her bread of purpose. I don't even know her background which doesn't matter, but i felt humiliated, disappointed and hurt that i innocently and happily went into her store then left with bad customer service then her yelling at me in public. I asked her if she had an issue with my race being a Black woman in her store why she was behaving like this? Then she started to yell at me saying i am racist. What was more shocking was that a man was looking at us....i called him over to help me understand what was going on. As soon as i called him she quickly turned to him asked him how is day was and pretended like everything was fine. She changed the topic and spoke to him about how hot it was like i was not standing there. She then started to walk back to her store... Like she was not just accusing me of a crime. I asked her why was she leaving if i had done something wrong then she looked at me and said " you need to calm down mam" and then walked back into her store. I was so turned off at her behavior that i left the muffins outside her store by the door.

I was puzzled at her behavior which brought me to tears of being falsely accused, looked down on and being talked to in a rude way by this woman but now reading these comments about her behavior i now know that i did nothing wrong and mentally maybe something is wrong with her.

I don't care how delicious her food maybe to others but if this is the energy and behavior she puts in her food and business ...then eating from a woman like this is worse than eating Gluten. Her energy and behavior is bad for the soul.

Too bad for the town of Ajax that this great spot has this type of owner who doesn't not understand community and people nor service. I will not step back in her restaurant nor would i recommend that anyone does.

I wish i could give no star but she will one for deserts that...

I don't know where to begin quite honestly. I've purchased from many dedicated and conventional GF shops that utilize good, clean quality ingredients that are allergen friendly as this place is. I had purchased some of their desserts through a coffee shop in the past and thought I'd try them out again. I tried to contact them multiple times for some inquiries before I made the long trip to Ajax, over a period of several months via email but never got a reply. I never like to call small businesses (but am a HUGE supporter of them especially during these trying times) because I'm assuming they're busy and can't get to the phone. I was forced to make the call and spoke to the owner who was abrupt, unkind and had no customer service skills. They don't do deliveries. Fine. They don't offer holiday treats. Not a big deal. But common sense would say be courteous to customers. I made the trip there with my family and inquired about a birthday cake preorder. Apparently due to her CV protocols she would not accept my cake order in person due to ingredients liability, blah, blah, blah and the paperwork. I was hoping to place my order, prepay and get an abundance of treats for my kids and be on my way. The young lady that assisted me with my order was a sweetie (her employer should take a few pointers from her). The owner said that's the way it's done and would not allow me to preorder in person- had to be done online via their website. BUT she's okay to take my cash in person, touch my hand in person to hand me my receipt along with bags and bags of purchases IN PERSON!!! What the heck kind of ridiculousness is this?! Suffice it to say that I will not be returning to this GF shop. I'll continue to go to my faves that offer heartfelt and awesome customer service and treat their customers like family. I would not even think twice about returning, even if I lived within walking distance from Chocko Mocko! By the way, some of the desserts had some sort of fragrance/cologne aftertaste on them...perhaps the cleaning solution they use on the inside of their glass...