Saint Germain Bakery (Hillcrest) — Restaurant in Richmond Hill

I’m extremely disappointed with the customer service at this bakery.

I placed an online order on April 19 for an 8" Fresh Mango Cake to celebrate my father's birthday, and scheduled a pickup at their Hillcrest Mall location on April 20 after 1 PM. I received a confirmation email with the same pickup details. However, when I arrived on April 20, the store was closed—with no prior notice at all that this location wouldn’t be open on the scheduled pickup date.

This caused significant distress, especially since the cake was for an important family celebration. I was only able to resolve the issue because a friend who works at another branch helped me contact a manager, who arranged for a cake to be prepared at the Scarborough location. I had to drive all the way there and then head to Aurora for the celebration, wasting over an hour of extra travel time.

To make things worse, the following day I received a rushed voicemail from someone at the bakery saying they thought my pickup was scheduled for April 21 (which was incorrect) and asked me to call back—but left no phone number. The tone was abrupt and unhelpful.

I have contacted the bakery multiple times via email asking for an explanation, but I have received no response to date. This is unacceptable and shows a serious lack of accountability and customer care.

I hope the management team takes this feedback seriously and improves communication with customers in the future.

Unfortunately, after this experience, I will not be returning to...

Used to frequent more when I lived closer.

More recently, I ordered Too Good To Go which has a 12pm-3pm pickup window.

As it got closer to 2:40pm and I was still stuck in traffic, I called and let them know I’d be a bit late and asked if that was ok. The person on the phone (sounded like a woman) asked “are you on the way?” I said yes. She asked how long and I said about “40 to 45 minutes” (meaning around 3:20pm. She said that was fine.

So I continue my drive and get there only to speak to 2 cashiers who are unwilling to provide the order. I showed them the modal that asked if I picked the order up yet, YES or NO. I asked if I clicked yes if they could just give me the bag and the cashier said no, I would have had to click that I already got the bag before 3pm which wasn’t communicated to me. I kept saying I spoke to someone from the bakery on the phone and showed the phone record that I called before to notify them but they said they couldn’t help.

There were 4 people behind the counter and no one was taking ownership saying it was them. I was highly disappointed in their service and lack of accountability. If I had called and they said “sorry you won’t be able to pick it up.”, I would have accepted it was entirely at my fault but to tell a customer its still ok and for me to waste gas to get there only to be turned away is highly...

Today me and my sisters and my mom were in Hillcrest mall , my pregnant sister liked something sweet and tasty, so we went there and we bought four coffee and 2 almond croissant and 3 small pastries and we sat together around the table in front of the store . My sister wanted to take the rest of her pastry to have it in the afternoon so I went to get the paper bag from the cashier. As soon as I asked if they have a paper bag , the cashier said no we don’t give , I said we just bought it from you and we paid over 20 dollars, she said in a very rude way no and the other one told her give her one paper bag . Reluctantly rude cashier gave me one paper bag from the front so I told them this one is small and I wanted to take another one but the rude aggressive cashier put her hand over my hand and said you have to pay . I was just surprised with her attitude and told her you guys are so rude to your customer. They ignored and pretended that they didn’t hear me . This one was the first and last time , I would never go and I am not recommending to anyone as they don’t know how to respect their customers . Giving paper bag to the customer that they spent over 20 dollars should not be a big deal and they showed me this kind of behaviour. They got zero point from me and I won’t go...