St. Pio Bakery Hot Bread, Cakes, Pastries Churros, Custom, Wholesale — Restaurant in Toronto

Update and response to "The owner"

1. If you consider a basic white cake to be a custom order, that's your prerogative. However, there was no issue with reselling the cake simply because it was white, so it shouldn't have been such a big deal. Yes, I cancelled my order because, as I mentioned previously, the roads were closed, making it unsafe to travel. It seems you don't listen to your customers when they explain their situations, which is evident from the many negative reviews describing you as rude and disrespectful. You frequently interrupt customers instead of addressing their concerns politely, as a mature and educated person should. You consistently accuse paying customers of being wrong. Whatever happened to the idea that "the customer is always right" and the commitment to providing exceptional customer service? Your business seems to struggle in this regard.
2. Honestly, I wish I had a crystal ball to predict the weather; maybe then I would have called you earlier. I contacted you when I was on my way, but the OPP ordered me to turn back and go home.
3. It seems you don't want to listen to what your customers have to say. As a consumer, when you purchase goods or services, you are legally entitled to a refund if you do not receive what you paid for. Since I sent you an email money transfer, you should have refunded me through that same method. Traveling 160 km for a refund makes no sense whatsoever. Anyone with average intelligence can see that.
4. I called the bakery to explain my circumstances, but they were rude, as were you. Let me remind you that your business has a history of poor customer service, and many people who left negative reviews can attest to this. There is ample evidence contradicting your claims. You refuse to take accountability for your actions and consistently blame others, even when presented with evidence. You struggle to solve problems positively without being aggressive. I’ve read reviews where you respond to complaints in an aggressive manner and even “invite” people to confront you directly in your bakery. It’s surprising that no one has reported you and your bakery to the appropriate authorities. Just to clarify, I called the bakery because you were avoiding my calls. I left several messages, but you never returned them. In fact, you stopped responding altogether when I asked for my money back. Your response was, "Sorry, it is a business account, and we cannot pay unregistered businesses. I guess it was my fault for sending a money transfer, as I put myself in a vulnerable position where you could keep my money after reselling the cake. If I had paid through PayPal, I would have reported you and they would have returned my money right away. I admit, I told the woman I would report you for fraud because that’s exactly what you did: you resold something I purchased without returning my money. Let me also remind you that you said if you resold the cake, you would refund my money. The next day, however, you avoided my call. You also failed to mention that you resold the cake and, the following day, went back on your word and offered me store credit instead.
5. I do not want store credit. You do not have the authority to decide how to handle my money. Since you did not provide the product I paid for, you cannot legally keep my money. This is considered fraud. I took the time to respond because I want to stand up for myself. I am frustrated about the principle of the matter and how I was treated with such little respect. People should avoid businesses that are toxic. You acted out of spite and pure greed. You lack passion for being great bakers or providing good customer service; it seems you are just in it for the paycheck as you mentioned before. For your information, I will never step foot in your bakery again. I found a wonderful family-owned bakery in Woodbridge that makes amazing Argentinian cakes. I won’t be returning to your bakery because you do not deserve my...

This is my first time going to this location and my experience was a terrible one. I ordered a birthday cake online from this location. I received an email after making a payment online that said my payment was received but to wait for the confirmation. I waited until the next day and didn't receive a confirmation that they are preparing my order. Called to find out if they accepted my order and was told they received it but sometimes staff prints off the order but does not confirm it. I settled it and they sent me a confirmation.

I went to pick up my order today and stood in front of the counter that said cake order pick up. I stood there while there were two employees having a conversation while i stood there. One of the employees looked at me and turned back to continue their conversation. I assumed that maybe this is not station. After 5 minutes of waiting and no one offering me any help i asked them who works at this counter? They turned around and said sorry we didn't see you and came over to help me. Now if you have been to this location you know that this bakery is rather small. You can't miss any customer standing in line or close to the counter.

I requested my order and she showed me the order before i left. my order was not complete. I requested a happy birthday note on the cake and that was not done. She proceeded to apologize and wrote on a plastic film the note i requested during my initial purchase of the cake.

At that point with the many hiccups for a simple order i realized their customer service is terrible and I simply just won't be back. This was first and last time going to this bakery.

UPDATED BASED OWNERS RESPONSE: Below is the response from the owner to my complaints. This response is a clear example of how not to respond to a complaining paid customer.

Rather then try to rectify the issue I received an "apologies if this sounds harsh" response as if i was not patient while thier employees held a lenghty conversation while a customer waited for some assistance. Not only is thier a lack of accountability with this location but there is no interest in retaining a paid customer or adjusting thier business practices. Thier response screams we don't care and so what. Not only did I receive terrible customer service, an incomplete order that I had to request they adjust and now the owner is advising me to have patience for thier mishaps with a so what tone in the response. Not only is this laughable but it's shocking to see the attempt to justify the actions in this business. Definitely sad to see. Rather then genuinely apologize for the experience that I had I was met with some more terrible customer service. This just proves my point along with everyone else that complained about this place.

I would normally recommend that people do what you want but in this case just believe the other negative reviews.

Please save yourself the terrible experience. I do...

I ordered a cake online for a birthday party, but due to bad weather and road closures in my area, I was unable to pick it up. I called the bakery to explain my situation and spoke with a woman who was rude and unhelpful. She began yelling at me, and when I asked why she was yelling, she insisted that she wasn't, but continued to raise her voice. Eventually, she put me on hold and handed the phone to the owner, Syrious.

Unfortunately, Syrious did not understand my circumstances. The roads in my town were closed, making it unsafe for me to travel, yet he showed no compassion or understanding and continuously spoke over me in a rude tone. When I asked him to cancel my order and refund my money, he refused. After 5-10 minutes of this frustrating back-and-forth, he told me that if he sold the cake to someone else, he would refund my money, and then he abruptly hung up.

I felt disrespected by how he ended the call without attempting to resolve my issue in a positive way. The next day, he sent me a text message offering store credit. In my opinion, Syrious does not have the authority to decide how to handle my money. He did not sell me a product, so he cannot keep my payment.

A day later, I texted him again, asking for a refund, but he told me to come into the store, fully aware that I live 200 kilometers away. This approach did not solve the problem. I also called the store and learned that the cake had been sold. He made a big deal about selling the cake, kept my money, and caused me significant stress over the last few days.

I strongly advise against using this bakery unless you want to deal with rude and greedy individuals who don’t care about their customers. I have been ordering cakes from this bakery for over 15 years and have recommended them to all my friends and family. From now on, I will not be ordering cakes from this bakery anymore, and I would not recommend...