Rockaberry — Restaurant in Montreal

I have emailed the Rockaberry location at 5557 Monkland Ave to give them a chance to reply to me privately but I never got a reply. I am writing because I think it is important to share when service can be improved. I called this location 4 times on Saturday April 30th, but was not able to get through via the phone as it went straight to voicemail. On Sunday, I really needed to order a cake for my colleague, as the rest of my work colleagues were counting on me to bring an Apple Crumb Cheesecake cake for Monday April 1.

When I called on Sunday April 31, I was also unable to get through in the early afternoon, with the phone going straight to voicemail. At around 2:50/3pm, I was finally able to get the phone to ring and someone picked up. I told the employee who answered that I wanted to order a cake and she told me that it was no problem but I had to wait, and she put me on hold. I waited for 12 minutes on hold, and I could hear that the phone was on a counter and I believed that the employee had forgotten my call. I hung up and tried to call again, but was sent straight to voicemail again. I left a voicemail, but once again was not called back. At this point it was almost 5pm and I had been calling all day, so I visited the location.

When I went into the restaurant, I explained that I had called earlier and the employee recognized me. I told her that I had been trying to call all weekend and asked if they knew that their phone was going straight to voicemail. The employee went to the back room and came back laughing stating that the phone had been off the hook for 2 hours. I explained that I had been calling continuously through the weekend and the employee replied “yeah the phone was off the hook” and laughed again. I explained that I needed the Apple Cheese Crumb Cake and the employee told me that she didn’t have the full cake anymore. On top of that, I wouldn’t be able to get any writing on the cake. At this point I was very frustrated and just chose a strawberry shortcake, paid the full price and left.

This being my first experience at the Monkland Rockaberry, I can only say it was very disappointing and difficult. Besides the fact that the phone was off the hook, the staff did not take the time to apologize or offer me anything for the inconvenience. The fact that I was buying a whole cake and therefore bringing it to a lot of people should have clued in the employee that I would be sharing my poor experience with my colleagues.

I had hoped to get a reply before complaining about my experience on social media. I really hope this doesn't happen to...

Good pie, albeit not worth the price (too expensive), absolutely terrible service.

Went here this past Saturday night on the recommendation of a work colleague. I thought it might be nice after a home-cooked steak dinner. I was wrong.

Walking in, there is a sign that says "please wait to be seated" (in French) right beside the cash register. There's a line, so I get in line and wait my turn. Once at the cash/sign, they ask what I want so I order the 3 slices and they start boxing them up right away. I mentioned that it was eat-in, not to-go and was rudely told "Well then you have to go sit down, it's table service".

We sit down and figure we'll get the slices we just ordered, except it takes about 10 minutes for a server to come to the table with menus and we had to order again.

We had the keylime, strawberry rhubarb crumble and apple crumble. All of the pies were ok (not worth the price, though) except for the apple crumble which was undercooked - it was not crumbly, it was doughy, and the apples were still crunchy instead of soft.

The waitress never once came by to ask if everything was okay, either. When we were done and she had collected all of the dishes, we waited another 10-15 minutes for her to come by and ask about the bill, which she should have done when taking away the last plate. But the kicker: I had to stand in line again at the end to pay...it's table service; they should have a machine to bring to the tables for you to pay.

I don't think I am exaggerating if I say that this is probably the worst service I have had in any restaurant; not only did I not leave a tip (which is super rare, because even with bad service I still tend to leave a 5-10% tip) I actually wished that I could reduce the amount of the bill to compensate for having to put up with them. Just the fact that the service was bad enough to incite me to write a review (I rarely do) I think is pretty telling.

On the way out, a group of 4 asked us how it was and we told them the pie is good, but don't get the apple crumble and don't hold your breath for service, so they left.

I hope the other locations don't operate like the one on Monkland because if they do, it surprises me that this place hasn't gone out...

For the first time ever, the awful customer service actually made me not want any Rockaberry pie, which I didn't think was possible, because I love their pies. Unfortunately, the two women who were working on the night of Sat. Nov 18th 2017 (around 10pm) were quite nasty and unpleasant to our large group. We waited patiently for a few tables to clear up to fit our group and when we went to the empty corner to sit down together, they said we couldn't fit because it was a fire hazard, which is understandable. What was not justified was when she told us that we were making other customers nearby very uncomfortable because we were taking up too much of their space. However, basic common sense would've easily remedied the situation since the tables nearby could've easily been rearranged to accommodate our large group, but the servers did not care and it was very clear they did not want us there: the brown-haired girl with a tiny stature was constantly eye-rolling her eyes at us, and she smiled when she told us that we couldn't sit together. It is very likely she purposely treated our large group terribly so that she wouldn't have had to work as much that night. After this cold and unwelcoming service received by these two women, we left and took our business elsewhere (to the Second Cup across the street: the women working there were very welcoming and kind! Their desserts are also very good, particularly their brownies and nanaimo bars).

To summarize, Rockaberry Monkland lost a lot business not only that night, but every other night and day after that. Go to the Rockaberry's in DDO (on Sources blvd) or Kirkland (on St....