R Ki Dessert Studio — Restaurant in Richmond

Extremely disappointed and frustrated by my experience at R Ki Dessert Studio — unacceptable dishonesty and a complete lack of professionalism.

I came all the way in the rain after seeing their WeChat post announcing a Bogo promotion starting at 9:30pm. The post clearly showed two chestnut cakes, and I planned to buy both along with another flavor.

I arrived at 9:25pm and was warmly greeted by a male staff member. Only one chestnut cake remained. I told him I had come specifically for the BOGO deal and wanted two chestnut cakes, but I could also choose matcha and blueberry if only one chestnut was available. He said the promotion hadn’t started yet, told me not to line up, and instructed me to sit and wait. I followed his direction and waited patiently.

At 9:28pm, a young couple walked in and picked up the last chestnut cake. I assumed they were paying full price since it wasn’t 9:30 yet. But I overheard the staff giving them the BOGO price and ringing them up before the promotion officially started.

I stood up and politely reminded him that I had arrived earlier and followed his instructions to wait. He looked me in the eye and said, “We go by the line.” But there was no line — he was the one who told me not to line up in the first place.

If the couple had paid full price, I wouldn’t have said anything. But giving them the deal while disregarding me was not just unfair — it felt dishonest and manipulative.

The staff never apologized, never explained, and showed no effort to fix the situation. It was clear he had no sense of accountability or customer service.

Fortunately, the young couple overheard our conversation and graciously gave up the cake, so I was still able to make my purchase. I truly appreciated their kindness — it was the only positive part of an otherwise very disappointing experience.

This wasn’t just a small misunderstanding. It exposed a serious issue in how promotions are handled and how customers are treated. I left feeling misled, disrespected, and extremely disappointed. I hope the management team takes this seriously and properly trains their staff on integrity, fairness, and basic...

Service extremely bad and unfriendly. Crowded area with no AC, disaster ❗️

Update:⚠️

After telling the truth, I received an unfriendly & rude response from the owner, who asked me to open my reviews history —no problem, done!

Also I was even a regular customer when rki first opened a store at Stevenson. The photos below and the time I took them can prove that I have genuinely purchased products. I didn't take photos today because, quite frankly, I wasn't happy.

Today, at the new address, I indeed experienced unprofessional service because the cashier was impatient and did not answer my questions. Or I would say she just keep silent when I am asking her questions regards layers in cake.

The fact that the store was crowded and without air conditioning is also true! I don't understand why the owner responded to my review so aggressively. Oh by reading owner’s reply I am guessing the cashier today might just be yourself, shame on your attitude 😅😅😅

I won't come back again and won't recommend it to anyone.

Undate again:⚠️

Just received this from the owner: “not getting answer from cashier regarding layers in cake makes you excited? “

omg where does my post shows I’m excited…..I am indeed upset and disappointed okay? Anyways it proves again that you are the one need to attend school and get educated.

Learn how to react to the true feedback and just apologize when you are wrong. And stop insulting your customers by replying aggressively to the comments.

This is the last time I’m replying on this ridiculous thing and I’m not disrespect cashier but as one costumer I at least DESERVE...

Differential Treatment Guy that works there ignored me when I stood in front of him at the counter. He even walked away without any acknowledgment, not even a smile. Then a lady came over and served me courteously. Noted the tables were not cleaned after customers have left. Then a couple came in, that guy went straight to their table to clean up and moved the dirty plates and cups left there and politely greeted them with a friendly smiling face. Afterwards he even brought the drinks to their table, yes, with a smiling face of course. I had to go to the counter to pick up the drink myself. And I did pay a tip too when purchasing. Now why do they expect tips I wonder. You are supposed to put your used plates and cups away in their designated area too after finish. By the way, they also charge you extra % when you use credit card for purchases there. And from reading owner’s replies to other reviews - he/she does not really care about your...