Gillz Sweet Factory — Restaurant in Brampton

Worst customer service I’ve experienced, on two separate occasions as well.

1. called in to place an order. Exactly 1 minute after placing the order, the kids decided to make a change to and I proceeded to call back and was placed on hold for 4 minutes. After now a total of 5 minutes, I try to edit the order but the phone attendant tried to tell me that my order cannot be changed as it had already been “put into the system”. After trying to convince they attendant that ive only taken 1 minute to call back, the attendant advised that their store policy does not allow them to edit ordered. Frustrated, I asked for my order to be cancelled so I can order food that we will actually consume from elsewhere. The attendant then was very rude, saying how its not responsible of me to cancel the order and that I should know my order before I call in. I was able to cancel the order after arguing for 5 minutes on the call. As a paying customer, I should have the right to edit or cancel my order.
2. few days later, I decide to walk in to place an order. Upon walking in, the attendant remarked that from next time I place my order on the phone. I asked if they had any policies prohibiting from in store orders, but there were none. However, again, the attendant advised that I should always order before hand. Did I do something wrong by placing an order as a walk in? After stating that I prefer to walk in and order, the attendant and another coworker laughed me off. I wont be coming here...

Best chai, amazing sweets, great chaat and great service! I like the new look too, great renos job. This place is very clean and everyone is super nice. They have great food/sweets so they are busy. Expect to stand in the line to order, then wait again to get what you ordered.

The only suggestion I have for the management is to think about how to get some people through quicker. Someone picking up tea is a quick serve, vs someone picking up 100 samosas vs someone picking up sweets.

Maybe your chai should be at the front so people ordering chai get it as soon as they order, and they leave? instead of waiting in line, so your staff can go to the back, to bring back a cup of chai… while they could have just poured a cup of chai right there, then quickly serve few other customers.

People waiting to pickup a large order of food, and people getting chai, all waiting in one big line, makes you seem inefficient and it will makes your lineup appear a lot longer than it should be, it will frustrate your customers and leads to...

The management at Gillz Sweet Factory, particularly Raman and Parminder (manager and supervisor), treat staff very poorly. Employees are let go without any explanation or mention of what they did wrong. What’s worse, they speak to staff in an extremely disrespectful manner, even going so far as to make inappropriate comments about their personal lives.

The owner of the factory shows no responsibility—doesn’t call, doesn’t check in, and doesn’t bother to speak with staff to understand or resolve any issues. It’s very clear that there’s a lack of accountability from the top down.

While there are a few good, respectful employees working there, the management team seriously lacks professionalism. They don’t know how to communicate properly and cross personal boundaries often. If the owner truly cared about the business and the well-being of the staff, they would take action to improve this toxic...