Mr. Puffs — Restaurant in Toronto

I normally don’t write reviews, but my experience at this location on August 7th (9:13 PM, Counter #97) was unacceptable and needs to be addressed.

I ordered 50 puffs for $29.95. My boyfriend and I had originally planned to order separate boxes for our families, but we chose the 50-piece deal for better value. When I politely asked the male staff member if we could have 30 puffs in one box and 20 in another, he immediately appeared hesitant.

He told me it wasn’t possible because “it won’t fit in the box and there would be space.” I explained I didn’t mind the extra space, but he still refused. He said he would ask his female coworker, then returned saying, “I can’t do it.” When I asked why, he simply repeated, “That’s just how it works.”

He then said he could give me another box if I paid $1–2 extra. I agreed but questioned why he could charge me for a second box yet couldn’t simply split the order. Again, his only answer was, “That’s just how it works.” If he had clearly stated it was store policy, I would have understood — but instead, he avoided giving a real reason and came across as dismissive.

When it came to choosing flavours, the experience got worse. I know that with 50 puffs, customers can choose up to 3 flavours, but I only wanted 2 (meaning 2 sets of the same flavour and 1 of another). He insisted, “You HAVE to choose 3.” I explained my preference, but he seemed irritated and only agreed after my boyfriend slowly repeated our request.

At checkout, he took several minutes to process the payment. When I reviewed my receipt, I noticed the “extra charge” was listed as whipped cream — not an extra box. The dollar amount wasn’t the issue; being misled was.

This male staff member displayed the worst customer service I’ve experienced at any Mr. Puffs location — poor attitude, unwillingness to explain clearly, and an unprofessional approach to a simple request. I understand that “the customer is always right” isn’t always realistic, but basic respect, transparency, and proper communication should be non-negotiable.

I hope this matter is addressed so no other customers have to deal with similar...

Do not order here for Uber eats. It isn't worth it. I spent an hour waiting and driving combined only to find out their worker gave my order away to a previous Uber driver. I dont know if the driver lied or she mixed up his orders. They would not recreate it either and said I'd need to contact Uber. It's super sketchy too because it said the order was ready at 1:10 around, i waited a while and went in early at 105 and find out my orders were already given away. Meanwhile, the order was never updated once. I wouldn't be mad if the food wasn't amazing or the service wasn't friendly. But I can't fathom not doing the bare minimum and reading the name on an order when giving it to customers. Even when I gave the worker my Uber receipt with my name on it, she had to click show details to view the items I ordered, because she wasnt aware of the name, even though it's right there. There is 0 need. Just check the name of the orders and make sure they match the customers receipt. It's evident they just give orders to anyone. If you want to order here for delivery , pickup, Uber, don't. It's even worse when they lie to your face and tell you the other driver showed the Uber receipt to them. Yes, I'm sure that other driver had my Uber account and receipt on them. It's just so shameless. There is 0 compensation for your time or money. They can't even do the bare minimum of checking the names on an order. Great though for people who want to snag free orders. Just go to...

This was my second time trying out Mr. puffs. To be honest I love it- it taste like beaver tails and it gets very addictive. My first experience was in Mississauga and I just fell in love with all its flavours.

Why am I giving two stars? I wanted to try out Mr. puffs since I have been telling all my family members about it. Knowing they have a closer location uptown and i was expressed with the customer service + speed as well- i wanted to give it a second go. But i was mistaken. The service here is beyond slow and forgot to call out my name while waiting for my pickup order. I had to tell them that my order comes with the drink.

They have an order online option which is perfect since it tends to get busy during the weekend. Unfortunately this location didn’t exceed my expectations and i had to wait 30+ minutes to get my order- even though my order status states it is ready to be picked. I assumed having it ordered online for pickup would be more convenient for me not to get in line but i was fooled and waited more than 30mins from my expected time for pickup.

Yes mr puffs is amazing but they need to hire more staff since it is a very popular franchise.

Very slow and something needs to be changed to help out both for online orders and in...