Demetres Desserts Oakville — Restaurant in Oakville

Edit: The regional manager of Demetres has contact us since this review was posted. They fully refunded our bill and apologised for their mistake. For good customer service after the fact, I've added more stars.

My family and I visited this location last night and specifically ordered two allergy free deserts for two of the kids. It was a Sunday night, so it was busy but they had 4-5 servers on the floor, which was enough. Our server was distracted through out. It took her half an hour to bring one order, after that we watched as another one of our orders just sat on the counter for 10 minutes before it was brought to our table. During this time the person serving our orders had simply disappeared and wasn't even on the floor. The third and last order took another 10-15 minutes and when it came, it was the wrong order (a sundae, instead of a waffle), so we politely asked for it to be changed. In this time we had also asked for water but our server simply forgot. Another server was kind enough to help us. When the order finally came, it was not allergy free, my nephew broke out in hives. We asked the server what happened and she said she'd told the kitchen, shirking all blame. When really, she'd been so distracted throughout that we were sure that when she asked them to fix the order she must've simply forgotten the instructions. In a hurry we asked for the bill and paid it, not realising they didn't even have the courtesy to take the item off our bill. My mother stayed behind to speak to whoever was in charge, about how irresponsible this all was and was told the manager was simply not there. She was also told that she'd get 'rebate', so far that hasn't happened. I am absolutely appalled at the blatant disregard shown by this branch for a child's life, we are all very shocked and angry that something as serious as a nut allergy was not taken seriously at all by them. Suffice to say, we're...

Awful service. 3 of us came in and were seated. Did not catch the servers name as I don't think she even mentioned it when she came to our table (only female server I saw - around 4:30pm Sunday March 19th) we ordered a crepe and 2 scoop sundae. The crepe came out to be shared between 2 people as I waited for my sundae...the crepe is almost finished I've been waiting for about 10 minutes now and still no sundae. 1 member of our group goes up to try to find our server (to find her conversing in the back) and ask where the sundae is as they were almost done their dessert and I was still waiting. The server comes back with the dessert saying they only had 5 dishes of the cup in which they typically serve it and they were all in use so she had to then tell the kitchen to use a different cup. Maybe get more than 5 cups for your restaurant or tell staff (a pretty basic concept of serving id think) to serve dishes together so one of 3 people is not left watching others eat their meal? After finishing we sat around another 15 or so minutes with dirty dishes infront of us still, as our server walked by twice in the area and did not come to clear the plates or ask if we needed anything during our sit down or post eating after blatantly looking back and clearly seeing we were done or ask if we want to pay the bill. We ended up being pressed for time to leave so had to get up and go find the server AGAIN to pay the bill. She did not ask how the meals were, apologize or anything just gave us the machine and went back to talking in the kitchen area, bill paid as we go to walk out no thank you, have a good day, nothing. Horrible service! plus the 2 scoop sundae was supposed to come with a "freshly baked waffle biscuit" and yeah that did not come with my sundae. So waste pay $57 for a crepe, incomplete sundae in the wrong up and no waffle biscuit and terrible customer service. Do not recommend this...

When we arrived at about 11:30 PM, there was no line up in front of us yet it took the hostess about 5 minutes to acknowledge us. She then walked up to us and asked how many people we had in our party of 12 and then proceeded to walk away without saying a word. Right off the bat, I could tell she had an attitude problem. We waited for about 10 minutes after this wondering what was going on. She did not come back to our group to tell us our table was ready and to follow her to the table as most hostesses do in my experience. Instead she claimed to wave us over from across the restaurant, which no one saw. When we failed to notice, the manager called her over to bring us to the table and she rudely said she did and that we weren’t listening. She never walked up to us at any point to guide us to our table. When we finally sat down after about 15 minutes of waiting at the door, she came back to our table and said the kitchen is closing in 5 minutes so we needed to decide what we want. Confused at why this wasn’t communicated to us when we first arrived at the door, we spoke to the manager about the lack of customer service. However, instead of handling it professionally, he became argumentative. Another server proceeded to intervene and rudely said “can’t you guys see the timings on the menu?” We barely got a chance to look at the menu as we had just been seated. Is this a way to treat your customers? By far the worst customer service I’ve ever experienced on every level including hostess, server AND management. Absolutely unacceptable.

If I could give this location 0 stars, I would. Before this visit, Cafe Demetre was my favourite dessert restaurant, but after this horrible experience we will never...