Pane Del Sole Bakery — Restaurant in Hamilton

I am truly and utterly without words. I have been a customer of Pan Del Sol for about 30 years. When our family was new to this country my parents would always shop here, especially my father, may he rest in peace. I am second generation to be a customer and now my children and grandchildren have been supporting this business. I have always supported them because its family own business. I am truly disappointed that the principals this business was built on have gone out the door, with the son, who is now Managing the business. He has lost the value of operating under the influence of "GOOD CUSTOMER SERVICE".

All my events have been catered by this establishment, including my recent event, "MY WEDDING". We all know weddings are special and memorable experience, we wanted our cake to reflect our experience. Unfortunately, it didn't. I came in to order a small wedding cake for a group of 10 people. I spoke to the Baker (son/manager), i showed him the picture below. I asked for 1 tier just like the decorated like the picture below, his response was, "yes i will do it. The young lady finished up the order and I specifically said no filling on the inside of the cake as my hubby to be does not and will not eat any type of custard filling of any sort. It was agreed and off I went. Returned to pick up my cake and received the second picture of the wedding cake. It was plain, no decorations or any type of effort was put into making our wedding cake. Since it was so plain i asked for them to add the "congratulations" on the cake. I left with the cake hoping it would taste better than what it looked. I was, SO WRONG! I had specifically asked for no cream, no custard, nothing creamy, we got exactly what we asked NOT to add. Completely disappointed, we served our guest the cake as we had no other choice. My hubby and I did not part take in eating OUR WEDDING CAKE :,( We reached out to Pan Del Sol the next business day to ask what happen, we spoke to the manager/owner/son and he dismissed our concerns and and blamed me for the cake. He did not take any accountability for any of the mistakes that took place with the making of our WEDDING cake, and he ended the call by saying " oh well, I lose 1 customer". I am truly disappointed all we wanted was to know if we can get compensated for the mistake done. He said he will do nothing and the attitude and exact words were, "I don't care if I lose 1 customer". His misunderstanding is that he is not loosing 1 customer. He is losing generations with my family.

This is the beginning of a good business going down the drain because they forget how they started, and it was customers like my parents and myself who have helped the business grow through the years.

Truly, Truly...

We stopped in for coffee and pastries before church—they have a lovely seating area. Everything we had was delicious, though a bit on the expensive side. One of the staff behind the pastry counter directed us to take our coffee and baked goods to the main cashier to pay. However, the cashier was busy on the phone and handling other tasks, so we waited and paid afterward—just as we had been told to do on a previous visit.

When I finally paid, the cashier reminded me that payment should be made before sitting down. I explained that she hadn’t been available at the time. I understand the concern about dine-and-dash incidents, but the current system makes it difficult to follow that policy consistently.

To make matters worse, as we were leaving, a staff member behind the counter loudly asked the cashier if we had paid—which was embarrassing, especially since we had.

It would really help if there were a dedicated cashier at the bakery counter, rather than having to carry coffee and pastries to the main register before being seated. The pastries are excellent, but the setup could benefit from better staffing and improved organization to create a more welcoming and...

This was our main go to as a bakery, for lunches, pastries, pasta etc. I think we were pretty regular and spent quite a lot there. However, after this bad experience I think we will cease to go. A family member ordered a cookie tray for us for Christmas present. I called ahead of pick up and asked hopefully it was just cookies and not cannoli on the tray as we can not eat them due digestive problems, I was told it was a cookie tray. Got to the bakery and the tray came out with half of it covered with every variety of cannoli you can think of. I told the lady, my family can not eat this. She told me she had to ask Alex if she can substitute for cookies, who I assume is the owner and baker of this place. He came to up to the front of the bakery and told me this was what was ordered and basically too bad, take it or leave it. I told him my family can not eat this. He took the tray away to the back of the store, took the cannoli off and returned it with what was left, which was about 8 or 10 mixed cookies. Basically more then half the tray was empty and refused to even put a few extra's on. This is not good...