Sweet Castle — Restaurant in Ottawa

Not even worth one star. This bakery came recommended to make edible designs for your own creations. This ended up being a complete waste of time, with an unprofessional interaction on top of that.

I called to request an edible design. I was told it was possible to do so over the telephone by the baker ("Sam"), that it would be done on fondant, and would be ready for the next day in the morning. All I was required to do was send the requested image via text to a number provided. I did so. It was confirmed received and pickup was arranged for 8:00am. I was very late in arriving the next morning (noon, my own fault, but made no difference since the product was to be ready at 8:00), and when I walked in I encountered two confused women working behind the counter. Long story made short the baker never came to see me in person, and I was told by one woman behind the counter that "the girl" couldn't come with the picture (I assume it was made elsewhere and it was not possible to be delivered to the location I arrived at) I had drive 45min to receive this only thing that was confirmed would be ready, had receiced no communication that plans had changed, and then did not even speak with the individual responsible for the transaction. The only solution I was suggested with by one of the quasi-remorseful women was to go "somewhere else .. Metro may do it for you." (?!?!)

This is a poorly run business employing individuals who lack customer service skills. This was a complete waste of my time, and impacted the event I was holding as I relied on their product to complete the centerpiece for my step son's birthday. Something else to note is the state of the kitchen that I glimpsed when the doors opened; it appeared filthy and I was shocked at its state. Despite having been beyond upset at this experience with this establishment I would not have ordered anything from here had I prior bore witness to the abysmal state of the kitchen.

Save yourself the aggravation; take your...

Extremely Disappointing Experience – Wrong Cake Delivered, No Resolution Offered

I recently visited Sweet Castle to purchase a truffle chocolate cake for my friend’s birthday. After trying a small pastry sample at the store, I absolutely loved it and specifically requested the same flavor for the birthday cake. However, when we cut the cake at the party the next day, it was completely different from what I had expected. Instead of a rich truffle chocolate, it was a regular cream cake, which was extremely embarrassing given that I had already told everyone how amazing the truffle cake would be.

To make matters worse, I live in Kanata, which is about 1.5 hours away, so I made a special trip just to purchase this cake. The cake was also quite expensive, especially for a student, and I feel like I completely wasted my $31. I took photos of both the pastry I initially tasted and the inner layers of the cake as proof.

The next day, I returned to the store, explained the situation, and showed the employee the photos. She acknowledged remembering me but claimed the baker had changed and that no refund could be offered. When I asked to speak to the manager or the owner, I was told that even they would not authorize a refund. This is absolutely unacceptable! I paid for one product but was given something entirely different, and no effort was made to resolve the issue.

I understand mistakes can happen, but to be denied a refund, despite the clear evidence, is just bad customer service. I will never be returning to this store, and I strongly advise others to be cautious before purchasing from here.

Disappointing...

I don’t typically write negative reviews but this place really pushed a button

First off, the staff weren’t the best. They seemed as though they had been abandoned by upper managment and left to run the store on their own

We ordered three squares of knafeh (7$ each) a Turkish coffee and a cappuccino, plus a kilo of a mix of sweets.

First off, the orders came out very staggered. After placing the order, the knafeh came out first, freshly microwaved, then came the Turkish coffee and cappuccino. By the time the coffee arrived, the knafeh was already cold. Even after I had paid and the food had been ready, we weren’t offered cutlery, but actually had to ask for it. And the knafeh was already cold so we then had to ask for knives (which weren’t clean, not like they had water stains, but had actual crumbs on them). The Turkish coffee came in a paper cup, and the cup had been stained. The cappuccino had came out properly, but after we had sat down, I had asked for milk with the coffee, and had trouble getting the attention of the store clerks and by the time I had gotten ahold of them, we decided it wasn’t worth it.

Now for the worst part, we had found hair in each square of the knafeh. And after pointing out to the clerk, instead of offering a refund or any other kind of offer, they had offered another piece from THE SAME TRAY.

All in all, was a very unpleasant experience, but I hope this review serves as a...