Subs Plus — Restaurant in St. Catharines

So, I ordered a cake for my mother’s birthday. The order was placed on Tuesday for pickup on Friday. Simple cake, nothing fancy. I arrived on the Friday to pick up the cake at 1pm as agreed. They go through all the cakes in the fridge and can’t find my order.

They ask me if I’m sure I placed the order with their store and not the one on Queenston St. I confirm, yes, the Scott st store. They call the Queenston St store anyway. Surprise, no cake there either.

After about 10min of frantically trying to find the missing cake, they come out and tell me they are going to make another one while I wait. I’m thinking to myself, great, they are going to make it right and make another cake. 10ish mins later, they emerge from the back room with a cake as ordered.

They asked me if it was a 7” double or an 8” double that I ordered. I couldn’t remember. They said well this is an 8” but I will charge you for a 7”. So after losing my order completely, making me stand there for an additional 20mins while you fix YOUR mistake, you are still going to charge me? Really? At that point I wasn’t about to get into it with them. There was a lineup almost out the door. I just wanted to get home and enjoy my mother’s birthday, however it doesn’t end here.

So I get the cake home, get everything ready and we cut the cake. It’s a bit more difficult to cut than usual. Oh, that’s because it’s partially FROZEN! Seriously? You charge me almost full price and give me a partially frozen cake to boot? Needless to say, it was an absolute disaster, however, we made the best of it.

I’ve purchased cakes in the past from this location and they are usually spot on, with the exception of one other time where I ordered buttercream icing and got whipped cream instead. I didn’t say anything on that occasion though. I won’t be ordering cakes from...

Recently my boyfriend and I visited your store and purchased subs and the service was terrible. The staff member took our order, rushed us and treated us poorly because she said she had a system and because we weren't saying our ingredients in the correct order, she began being rude. This event happened about a week or 2 ago. And then there's today, we went to Subs Plus for lunch because it's a regular thing for us and what do you know, we get stuck with the same red-haired lady. Again she was rude to us, but this time when she rushed us she wrote down our order before hand and then made our subs and yet somehow managed to get our order wrong even tho she had written it down. Then I was just trying to clarify if the right topping was put on my sub and she began to be so ignorant to us. She was treating us as if our questions were stupid. I am advising anyone who goes here that this staff member is a lady with red, curly hair and lots of eye liner. I am also writing this review because my boyfriend and I are regulars at this sub shop and to be treated like this is ridiculous and your business is missing out on customers because of it. We aren't the only customers with this problem. If you read others, they have similar complaints. I think some of your staff needs to take a crash course on...

Never again!!!! I ordered a Birthday cake for my Mother, ordered online and received a confirmation email with details of my order: chocolate cake , chocolate whipped cream filling, chocolate whipped cream frosting. Picked up the cake, got home, opened the box, was frosted in white whipped cream. I called right away, was put on hold for over 12 minutes, finally hung up and drove back to the shop. I showed the girl working my confirmed order on my email, after checking she said" I am sorry we did make a mistake, if you don't mind waiting 15 minutes we can fix that for you". I said "sure no problem, can we make sure it's chocolate on chocolate underneath"? She said"absolutely, when we change the frosting we will check that for sure". When the cake was defrosted, and she showed me before taping the box, I again said " it's correct on the inside right"? She told me "yes it is, and we are so sorry we made that mistake". Well we had our celebration today, cut the cake, and it had white whipped cream frosting between the layers! Why would you reassure me that it was correct? Was not a good experience, we are not happy with service...