ESM Fine Cakes & Pastries — Restaurant in Edmonton

I’ve had multiple bad experiences with this store over the past few weeks, and I feel it’s important to share them so others are aware before shopping here.

Two weeks ago, I purchased 3 packets of khari, out of which 2 were stale and had to be thrown away. I raised a complaint but received no response or resolution. Despite this, I gave the store another chance this week and bought 2 more packets—1 of which was stale again.

When I politely asked about the freshness of the product during my visit, the owner named Shamsh responded with irritation: "You ask this question every time." — as if it’s unreasonable for a customer to be concerned about food quality, especially after previously buying stale items.

Why shouldn’t a customer ask about freshness? We’re paying for the food; it’s not being handed out for free. If the store cannot ensure consistent quality, customers have every right to ask.

What’s more disappointing is the way regular customers are treated. Initially, they try to win you over by offering a free sweet or pastry. But once you become a repeat customer, the friendliness disappears and is replaced with rudeness and dismissiveness.

Lastly, during my recent visit, I overheard a very inappropriate comment from Shamsh regarding another customer who parked near the store. He remarked: "These people have no courtesy. They think they are driving in India." — an unacceptable and borderline racist comment, especially considering that most of the store’s customer base is of Indian background. This kind of remark is deeply offensive and unprofessional.

I’m extremely disappointed and will not...

Stopped in today on a mission, once a month we choose a local bakery to support and today was ESM's turn. Unfortunately, due to Covid we were very politely informed that the Cakes and Pastries are special order.

This is where I have to say, I have never received better attention as a customer than I received from ESM, even though it was made very clear, I was not planning on purchasing anything today.

I was shown pictures of the work ESM performs, I was informed very clearly of what is typically carried in the store, I was treated better than a paying customer at other bakeries.

We had samples given to us of two products that were being made in back (pretty sure they weren't meant to be samples) but both were amazing.

After my entire experience, I have to honestly say, I purchased some premade items and will be trying them tonight with another family. However I cannot wait to place my special order and support this amazing & friendly business. I also cannot wait till we are back to normal and I can walk in on any given day and grab my favorites.

If you have a need for a cake or pastry order that you can plan ahead for, I would recommend ESM, just because of the samples and customer service, but I also know the premade items will not disappoint.

See you soon for my special order coming at you soon ESM.

PS - ESM also carries the best imported balsamic vinegar in the city,...

I would've given this place more than 5 stars if I could. I've been coming to this place since I was 8 and even 13 years later, their taste is still the same, in fact, much better. The quality of the food and taste is just something so good that I feel words won't be good enough. I got about a dozen puff pastries from here and they were just top notch. Their cakes and pastries looked mouth watering. The owner of this place is so so nice and he's such a gentleman. Sadly, I've moved from Edmonton, but I recently drove there from BC and this is definitely my must go to spot whenever I'm back in town for a visit. The owner was so sweet he gave me his direct cell and mentioned if I was ever nearby to let him know and he'll always have something to make me happy. I was welcomed in a way that it made me feel like they were family and I'm not just a customer. I've seen a lot of great customer service, but this one was very unique and special that will stick with me lifetime. The kindness you put in the world goes a long way than you think. Everything about this place was just phenomenal and I wish them nothing but a lot of success with...