Alice Bakery — Restaurant in Richmond Hill

Picked up a Napoleon cake for my dad's birthday since so many reviews are raving about it. Unfortunately the pastry tasted super stale and not flaky or crisp at all, like it was made 2 to 3 days ago.

Super disappointing because it was supposed to be a surprise but my dad thought it wasn't as good as the one from a local supermarket. Honestly the flavor was fine and I think it would've been a great cake if it was fresh. I reserved it the day before and when I came to pick it up it almost seemed like they couldnt find my order using my phone number and they had to confirm a few times. The cake was eventually taken from inside the back kitchen somewhere and it leaves me wondering if we got a failed product or one that's several days old because they forgot my order 😩

Edit: Since the owner claims that the cake was freshly made, then I'm not sure exactly what went wrong because the taste was objectively truly a huge letdown from my family's expectations. I was going to give the bakery another chance and hoped I would get a better response than "there's not much i can do", so I'm dropping another star. Unless the cake has to be eaten the second it's purchased, should all customers just accept the fact that the runny custard would make the pastry so stale within an hour? Sorry but that's not a reasonable excuse.

Final edit: First of all, it's my choice to leave a review as a customer to share with others, not a preference you can make 😅. That said, I would have definitely brought the cake back before I discarded it if you had ANY indication in your original reply that you were willing to remedy the situation—however your exacts words were "there is not much i can do". Please tell me how else I should...

A big thanks to staff for decorating a pre ordered ordinary Ganache cake messy and instead of talking maturely was argumentative with me . And a bigger thanks to the manager who did not show responsibility. I had to remind him by showing the picture of a cake that I bought from them last month and told him that I re-ordered this decoration which he started to lies and explanation and rudely said:" I am not selling this cake!!!! And took the cake away in a childish immature manner !!!". Why thanks? Because things happen for a reason ! When I left the store while I was annoyed for their disrespectful and unprofessional behaviour , I discovered a fantastic beautiful cake house just down the road with an amazing product, and more importantly , respectful polite customer service!!! ( Ganache on the top of chocolate cake that I bought from new discovery store was the way that it should be too )!!!! ALICE BAKERY , responded back to my review that I HAVE LIED ! Actually , IT IS YOU, THE BIG MANAGER , WHO IS A LIAR . YOUR RESPONSE SHOWS HOW YOU BEHAVED. SHAME ON YOU , ON YOUR RUDENESS AND ON YOUR LACK OF RESPONSIBILITY ON THAT CLUMSY JOB. IN CANADIAN WORK CULTURE , YOU SHOULD SAY :" SORRY", NOT LIE, FIGHT AND ARGUE IN STORE AND THEN CALLING A REGULAR...

If any of my friends asks me about this bakery, I would say NOT! As a bakery in the community, it lacks sense of sympathy and no responsibility at all! I walked my 2 kids there on the day of Christmas Eve, ordered everything I wanted and ready to pay. My 2 daughter was crying for pee, I was talking to them if she could use the washroom, there were at least 4 staff say no with different excuses. I understood the particular Covid situation, but she is only 2 years old, I can’t just let her wet her winter pants! And ridicules enough, they even pointed me to Pizza shop in the same plaza and Tim Hortons cross busy Young street. I cannot imagine the owner just wants our neighbours business, but not any risk! I would not want any business without sympathy and responsibility in our...