Bakery Gateau — Restaurant in Toronto

UPDATE- Oct 25: I emailed them three times to escalate and give me a contact , no response. Please do not order from them online, they take no responsibility and ignore emails, and they do not reply back. Really disappointed, their cakes can be good but their customer service is at the very bottom- the worst!

The customer service at the head office is awful. They messed up my online order and didn’t pass on the message to the store on time for a specific date cake order for my kids birthday. I ordered cakes for Oct 21 to be picked up. I went to the bakery and was told that they don’t have the cakes. I called and emailed the head office and they said they are small business and mistakes happen. That was the lamest excuse! Mistakes happen but they didn’t even try to fix the issue. Just saying “we are sorry, it happened, we are small business and mistakes happen” is not the right reply at all. If a communication didn’t happen between head office and the store, that is not customers fault. Running around, trying to find alternative solution, and buying another flavored cake was the worst experience celebrating my kids special day. I wasted my time, energy and money on finding cakes, I had to go back to the bakery on the same day at 9pm. The fact that they just wanted me to forget and let the problem go by really frustrated me. They said they tried to make it work, but I don’t think they even tried and think of customers perspective. I needed those 2 cakes on that day, and I placed the order 3 weeks in advance for a reason. I will most likely not order from them again and will pass my awful customer experience to my friends and family. Very irresponsible and unreasonable. Simply didn’t care, all they said was...

The cakes are amazing, light and fresh, the service was excellent. It was just perfect until today, the service is extremely awful now . 2 awful experiences in a row from the same young lady. The store should be closed at 7 pm today, we arrived around 6:40- 6:45pm, waited for 5 minutes while the lady on phone. She ignored us even after hung up the call, and told us the store is closed after we asked. Another customer arrived and she told him the same thing. The other customer and us were there for birthday cakes, sorry to say but I kinda felt she did it on purpose for whatever reason I don’t understand. The other gentleman spoke to someone else in the store and I asked if we could speak with a manager. She finally helped to get around 4 orders done within 5 minutes for all 4 or 5 customers waiting there. She didn’t even bother to offer candles. I went there day before and waited in front of the counter for couple minutes because she just walked away and kept ignoring me. I’m pretty sure she saw me and knew I was waiting. Felt weird but not sure what’s going on until today. It’s not my problem. I got another birthday cake in the end of September, another lady was so nice and helpful, offered candles like always. I love all the cakes and have been there so many times ... I will never visit again if I need to deal with...

I do always order cakes from Bakery Gateu for all my family's special day. Their cakes are not so sweet compared to others and the fresh cream quality is absolutely wonderful. And the taste of cake is heavenly good♡. This time, I pre- ordered a fresh fruit cake for my hubby's 39th birthday. When I picked up the cake on his birthday, the cake was SMASHED inside of the box.. It was like O..M..G.. (assuming that the delivery man didn't take care of it gently enough.. .) I was very upset as everything was perfectly ready for the birthday but the cake.. I quickly got out from the galleria supermarket in downtown toronto as I had to find a bakery shop and pick up a special cake again in an hour.. Quickly after, I got a phone call from bakery gateu and the owner showed feeling of sorry sincerely and offered me a new cake again for free.. Honestly, if I didn't get the phone call from the nice owner on the day, I would have never ordered any cakes from them anymore. But, I felt I was an important customer for them. The way of talking and taking care of customer on the special day was quit touched me.. Thanks a lot again for your kind and warm gesture, Beakery Gateu!! My family always loves your...