Snowy Village Dessert Cafe — Restaurant in Richmond

A couple of weeks ago I put my name down on the waitlist using the QR code at the front for a table of 7 at 9:13pm.

I waited and waited I saw a table of 4 come in to sit down, then a table of 2.

After waiting for some time, I walked in to speak to the staff to say I put my name on the waitlist. The staff checked reached under the counter to check the tablet and say okay I will call you. To be honest they weren't using the tablet at all. Had I not come in all the customers would continue seating themselves.

I keep waiting and another smaller table sat down.

I get that big tables are hard but if they keep giving smaller tables away we would never get a big table, given that the tables can be moved to be joined.

One of the staff apologized. The other staff said "you know we have to wait for all the tables to be free to give you the table?". I told them if the tables were self serve I would have saved the table myself but I thought they would use the waitlist.

After all the kerfuffle I saved a table of 2 and waited for a table of 4 to free up, and combined the tables myself.

If 2 new customers walked in I may have to wait until 2026 for a table.

Bingsu and taiyaki was yummy, when we finally had it at 10pm after all the issues with the tables. The skinnier staff seemed apologetic but the other one was not. It's just the two of them and it was busy. I just didnt appreciate the attitude when I asked why they kept giving smaller tables away. If it's a seat yourself system then say so. Or turn us down and we could have gone elsewhere. Don't put up a QR waitlist system if you're not gonna use it or if you're not gonna get us a...

EDIT: Response to owners- Honestly, I don’t understand the point of calling ahead if you make it on the spot when the customer comes in? Many people call in to skip the line and give the business a heads up that they are coming… don’t think it’s fair that the customer does their part in calling in only to wait in line as if calling ahead didn’t happen.

As to asking customer what their orders are, as a bystander it just makes me assume they don’t have the back end organized. The people infront of me ordered 2 mins prior and it was NOT busy that night… just a red flag …. and maybe train your staff to be more attentive.

Original Comment: The original owners definitely sold this place and the fast and great customer service is not there anymore.

I had called in asking to place an order for pick up. The associate on the phone told me it was going to be 30 minutes. I said ok and asked if she wanted my name. She said “they’ll know your order if you say what it is”

I showed up 45 minutes after I had called thinking they might need some extra time considering “how busy” it is. I got there and there was only 3 other people waiting for their orders….. and the 2 of 4 were sitting around doing nothing.

I asked for my order and they didn’t have it prepared. I waited another 15 minutes. Was there even a point in calling ahead? I’m annoyed I had paid. I thought they had my order ready….. there was a group who came in before I did and the cashier asked “what did you guys order?” Did you forget what they paid for??

Don’t recommend anymore. It’s not what...

My experience with this place wasnt very pleasant and here's why. When I arrived at this place it was crowded which is not a problem for me. When I meet the staff ask if the long line for dine in or just take out because I like to dine in and don't mind the wait. The staff said "no matter you dine in or takeout its the same line. Just tell them when I get up to the cashier" to me which is fair enough so I line up. When I finally get up to the cashier I said "we like to dine in" the cashier said "are we in a waiting list". I said "no what waiting list?" When the staff brought up a waiting list to us cuz there was 2 seats open just in front of us. Another lady lining up behind us said oh I want to dine in too and took the board right off the staff hand, where he was about to pass it to the cashier to write my name on. Then the staff look at me and just gave the seat to the lady behind me which ive been lining up before she was in there. The lady speaking mandarin maybe was treated with priority. But for sure no matter how good your desert would be your restaurant at least be organize and treat people fairly because this rating is your customer service. Hope you understand how I feel when you line up for something and the staff ignore you and serve someone else because they...