D'oro Gelato e Caffè — Restaurant in Vancouver

1 star is too much for their service! To be fair, their ice cream is amazing but their cakes are not reliable especially when there is a special occasion. Yesterday, my husband got me a cake for my birthday at 4 pm and put it in the freezer to have it after the celebration and dinner. We came back home to find out the cake is totally melted in its box (see pic). Obviously you would think that the freezer is not working, but trust me everything else in our freezer is totally frozen and we have no other problem. We figured the issue is with the cake so he went back to the store(literally 3 min away from our place). First, they said they cannot do anything because there is no receipt then they said they don't have a record of the purchase even on their system and they told him to wait till next day so the manager talks to him. They ruined the night, no cake for me. Oh, their salespersons have no clue what's inside the cakes! We once bought a cake that should have no coffee at all, double-checked with her and the label a couple of times, but it turned out that it is a coffee based ice cream cake! We didnt make a fuss about it and let it go. Back to my ruined bday cake: Next day, they called him back and said it's not their responsibility once it's out of their store. After showing how disappointed we both were, they will give 50% off next purchase. Thank you manager, we don't need your 50% off because we will never ever buy any cake from you. And out of principle and the way you didn't compensate for ruining my birthday for me, we wont purchase even your Gelato and make sure that all our friends know how unreliable the cakes are and even your service to your local customers!

Since i can’t reply to their reply, I’m gonna update my review and add the facts after exchanging emails and after they replied to my review on Facebook:

My biggest disappointment is in the way you dealt with this matter and with the replies sent by email. Obviously you changed your tone in this message (on Facebook) because it’s public! Bottom line, your customer service is super bad! As loyal customers, we were shocked as you were when we saw the melted cake knowing we did everything according to standards. It’s not the first time we purchase cake from your store or any other store in so many different countries too! That’s why with an open heart, as loyal customers do, he went back to show you what happened. Coming back empty handed at the same night of my birthday was disappointing. Next day, after so many questioning, you offered a 50% off on the NEXT cake purchase! This offer really provoked me. Your cakes are not cheap and we didn’t mind that. But now the 51$ paid went to waste and you want us to pay 50% on a next cake! Why would I do that?! I have a trust issues with the cakes now, and you offer me the same thing?! To throw my money away Again?! If you offered an ice cream cone instead, trust me it would have been way better and cheaper for you! But you showed your true face: you care only for the money and sales, you don’t respect your customers and you don’t care about making them happy. Your emails were sarcastic, belittling, condescending, and provoking. They are a mere proof that you have no clue about refined customer service. We don’t want your offer and we don’t want to step into the store anymore! Out of principle and self-respect! The truth will...

AVOID!! FOREIGN OBJECTS + incredibly RUDE!! I typically only write reviews when places are awesome, but this terrible experience has to be shared with unsuspecting customers.

First: this is what they call a double scoop, see for yourself that it's only 1 and a little bit of another flavour. Second: this large plastic object (1.5 x 1cms) was inside. When I contacted them after I nearly choked and died, the owner was incredibly hostile and rude, no apology and did not take this seriously at all. After I reported them to the Food Inspectors (suspected piece of plastic off one of their containers), he finally offered a pathetic $10 gift certificate (value equivalent to one free ice-cream visit), but he then immediately withdrew this anyway. When I highlighted that this is a very serious safety matter and I choked on this foreign object and it could have killed me, he called me greedy!! See screenshot picture attached. His only thought is clearly about money, not about how dangerous this is.

Once upon a time (years ago) this was my favourite ice-cream shop. I had noticed that quality standards have been slipping lately, and this awfully hostile behavior towards customers is uncalled for. There are many other excellent gelato / ice-cream places in the city, I would urge you to use your own better judgement and choose one of them instead.

Finally, I discovered why the quality and taste has dropped: if you care about what you put in your body, ask to see the INGREDIENTS list: lots and lots of artificial chemicals, not quality products - and definitely not something you'd expect from an expensive ice-cream shop (who keeps increasing prices and decreasing scoop sizes, and no, premium prices does definitely not make their ice-cream premium).

UPDATE: Owner threatened legal action because I wrote this review!! Then wrote the dishonest response below (which clearly shows what a hostile person he is). Think that says it all unfortunately. He also immediately stuck a "Vancouver's best gelato" sign (voted by who exactly?? It doesn't make it true, it's just more advertising!) and "now hiring manager" sign in the window of his stores lol. Feel free to check out my other reviews on the many great places around :)

UPDATE #2: I see he's had my pictures of the plastic that nearly killed me accompanying this review removed, I have tried to re-attach them for you to see...

I will preface my review by saying I have purchased gelato at this shop as well as its sister location on Denman, but will no longer support their business and will share my experience with all of my west end friends. I was born and raised here and have been around longer than either of their 2 locations. I still remember when they were called Mondo Gelato and later Gelarmony (they rebranded twice - not sure why - but I wouldn't exactly be surprised if it was due to poor reviews. Their gelato barely has any flavour and is overpriced). Bring back Mum's Gelato on Denman!

After a nice long walk downtown visiting a number of small businesses along Davie, Denman, and Robson Streets, I noticed a sign posted by the City of Vancouver welcoming all to enjoy seating at a public parklet. I placed my items I purchased from the EuroFood Plus deli and Konbiniya on a table and took a seat after offering it to another individual who arrived at the same time (also without gelato), but graciously gave it up for me.

Seconds later an employee of D'oro Gelato e Caffè rushes out to tell me this seating is for customers only and that I should move. I stand up to leave, pick up my belongings and mention that I only sat there because of the sign and that they should tell the City to change the sign attached on the outside which states that it is a public space and everyone is welcome. The couple beside me quietly observing the interaction look awkwardly at each other like perhaps they don't believe me. They, also ready to leave, walk around to the side and read the sign, visibly surprised. The employee comes back out. Not to apologize; to take a photograph of the sign which she seemed to also be unaware of.

This is surely not the customer service D'oro prides themselves on. Definitely did NOT make me feel like 'famiglia'... Being publicly shamed I find myself feeling frustrated, unwelcome, and disappointed. This leaves me wondering if this makes me a 'Karen' or if I am somehow in the wrong. I message a friend who assures me I did nothing wrong and that he'd be upset too, and advises me to leave a review. So here we are...

I had to fight the urge to walk back into the shop and use the only ISL (Italian Sign Language) I know. Mamma mia! There are many other - better - gelato places...