The Cake Shop — Restaurant in Ottawa

Ordered from Too Good To Go. I wandered the store a bit before going up to the counter as they had so many cute things and thought about buying more. After I approached the counter and waited a bit, I immediately showed the employee my email with the Order ID and she asked for "the number." I was confused, and she just kept repeating that I have to show her my number and couldn't elaborate beyond that. She went to the back and brought out two boxes. When she came back, I asked her if she meant my phone number, and she literally responded with, "I can't deal with this," and then moved onto the next customer who arrived after me. He showed her something on his phone and she proceeded to give him one of the boxes. When she returned to me, I just zoomed in on my Order ID/number and showed it to her again, and she looked at it for a bit before saying that that wasn't it. She then explained that she has to know what I ordered, like is it a surprise cake, frozen cake, etc. And I read out to her in my email that it is a "Half Cake Surprise Box(Frozen)" and she finally goes "ok" and reaches down and gets out the other box with my order in it. She then proceeds to lecture me very rudely: "Next time you come in here, don't pretend to be a customer looking around to buy something. Just come straight up to the front and show me the number. etc. etc. etc." She also mentioned how they get tons of Too Good To Go orders everyday and basically insinuated that she doesn't have time for people who ordered from there and that they should be in and out as quickly as possible. I was shocked at how rude, entitled, and condescending she was. The store was not busy, just me and one other customer. In the end, she didn't even need a "number", so I still have no idea what "number" she was talking about. If there is a number, then I'm sorry I didn't have it ready or know about it, but there was no number in my email other than the Order ID. Nevertheless, there is absolutely no excuse for the horrible customer service. Every customer should be treated with respect, no matter if they buy from Too Good to Go or directly from the store. In fact, I had bought multiple times directly from the store before and this was my first Too Good to Go order. This person definitely should NOT be in customer service. I definitely won't be ordering/buying from...

Service was wonderful. Very clear, direct and efficient communication via email, on the phone and in-person. Responds within the same day or next few business days. Very willing to discuss details (pricing, flavours, designs, etc.) in-depth to make sure I got the custom cake I was looking for. Miraculously, they had already done my cake style before, which made things even more efficient. Also very kind, patient and understanding staff. I had many questions but they wouldn't hesitate to answer or clarify.

The cake itself was heavenly. Designs were exactly as I wanted them. Although they've done my cake style before, I asked for minor adjustments and they followed through flawlessly. The flavours and textures were perfect and just as I asked. Cake was silky-smooth, soft, fruity and overall pretty rich. Only thing I can pick at was that the pearl sprinkles were a little tough to bite, but I think it was because the cake was refrigerated. The cake was important as the joke on it was for a milestone birthday, and they totally delivered.

Price is fair for the degree of detail I asked for and the flavour profile. The cake had many designs, colours and decoration on it. I asked for lemon cake, vanilla frosting, and strawberry filling. A lot of what I asked for was extra. My cake was $245 and served about 8 people plus a lot of cake leftover--so about $30 per serving. I think it's a fair price especially for a special occasion custom cake, so I was already expecting to pay slightly more.

Completely exceeded my expectations. Knowing how reliable this shop is, I'll likely come back for more custom cakes...

I like their cakes. Their cakes are the best. I love them. If you nice cakes, visit this place.

There is one dislike I have for this place, there is one lady who works there and her customer service to me is not very nice at all. I have visited twice and it happened both times with the same person. The other lady was so nice, very willing to help, I loved her customer service. The other one, I am not sure if she is the boss somehow but her attitude is not nice. It feels like you are wasting her time, she doesn't want to be bothered, even when I was talking to the nicer one, she would interrupt and takeover like I am wasting their time I must just read what the prices are. I told her they are a bit confusing for me and she kept saying, they are very clear, its easy to understand. I like their cakes but I think twice before I go there because of the customer service from one of the ladies there. The first time it happened, I ignored it and didn't bother writing a review. But now it happened again, I thought let me write something. My heart sank when I got in the second time and saw her there again. I think there is need for improvement on your customer service. Treat customers with respect, and patience. What you think is clear labels might not be clear to everyone, explain with politeness not...