Crumbled — Restaurant in Hamilton

Two stars, because I've ordered from here about 5 times, two orders will filled (despite taking well over an hour to deliver via uber eats) and the other three times they cancelled my orders without any explanation. The desserts are good, the cake is good. But if you are going to cancel the majority of my orders, either stop doing uber eats, or show yourselves as unavailable. Becuase after the third cancelled order it was more of a nuisance than anything else. And after the order was cancelled, the store was still showing open on Uber eats taking orders and the same items available?? I don't know what's happening, but do better

Edit (*this was posted before the owner completely reworded/changed their response, however I will leave my response as it is. So unfortunately it will seem out of context/some context will be missing): I'm not trying to attack your business, your cakes are good, and I've enjoyed them before. Most places call when the order is cancelled, if it was one item, I'm okay with it being taken off, or exchanged, but the whole ordered was cancelled. These aren't attacks on business owners, but hopefully a little more constructive. There is no entitlement issues here. I've dealt with cancelled orders many times, but not as many times as you here. All I'm suggesting is that you update your items availability, or temporarily close on Uber eats. If you're too busy, out of stock, it's perfectly reasonable and understandable, but if it occurs over and over again, there's likely a issue, or function of your business that needs to be resolved. Call the customer, complete the order partially, take the items off online, etc etc. That's all.

I guess the saying 'the customer is always right' is antiquated at this point. Afterall, we are a year into the pandemic and you are using it as your safety net or as shield for criticism. And I get it, we are all living through the same pandemic, and some people have adjusted better than others, and it isn't easy. But are negative reviews somehow taboo now because there is a pandemic? This is the only outlet for the customer. And most of the time it's the only way you will hear any negative feedback, or constructive feedback. I didn't think my review would elicit such a combative response so quickly, and if you take great offense to these negative reviews, perhaps its related to the same attitude you have that has you arguing with customers online. I wish you the best. I wish you success, we really wanted to keep ordering from you, but it's frustrating to have our orders cancelled numerous times. That's it. That's why I'm writing this, so take it as you may. If you really feel this review is such a damnation on you and your business, reach out to me and I will take it down. But your response tells me more about the service than a...

First attempt at trying Crumbled my partner and I waited over 10 minutes as the only people in the store and 3 minutes before we were even acknowledged.. we left after over 10 minutes of not being served. Second attempt was to order a birthday cake. The staff was rude and snobby and with 4 days notice wouldn't get the order complete due to needing a week's notice. No where on their website does it say this.

Awful service and I will never be going back or recommending them.

In response to reply:

I was not aware of any other reviews, so I would hope this helps to change the atmosphere and be constructive feedback rather than out right denying it as an owner. We were acknowledged 3 minutes later due to a online order coming in actually or else who knows how long we would have standed there for but if it was you or an employee they were visible and turned to look when we walked in. I think being totally honest would have been nicer. Instead of I need a minute, stating I need 10 minutes would have been transparent and allowed us to make a decision or understand. Best of luck with...

I was excited to try this place because of its concept and how well-reviewed it is. I got a blueberry and graham cracker based regular bowl to go. It looked good and the person making it also helped substitute the white chocolate pearls with dark chocolate ones. They explained all the options available on the menu in detail and the service was really nice.

When I got home and had the first bite, I was a bit disappointed at how sweet it was. I expected some tang from the blueberry compote but everything was sugary. I took a few bites and decided to eat again in a few hours. When I got it out of the fridge though it appeared green in multiple places. Now I don't know if food colouring was used which bled into the cake or whether the ingredients were stale and the cake had gone bad in a few hours. I did not want to risk my health so I had to dump two thirds of the item and considering that it wasn't exactly cheap, I felt really bad in doing so.

The two stars are for the cute decor and for the nice service...