True Confections Broadway — Restaurant in Vancouver

Customer service is disappointing and so are their cakes.

I went to this Kits branch around 6:30pm, October 14th to pick up a birthday cake that I had pre-ordered over phone. It was realized that I had placed the order at their Denman St. branch instead, hence the cake was waiting to be picked up at that branch. I admit that it was my mistake - since I have lived in Kits for a long time now, I just did not know that 'True Confections' had an additional branch in the Westend Downtown area. Because I didn't have a cellphone, I asked the only server at the counter at that time for the exact location of this other branch. He told me that he wouldn't know (seriously? so much for working at True Confections and not knowing the exact location of the other store?). He gave me a business card and underlined their phone number and asked me to call for myself to find out the other branch is located on Denman St., upon which I requested him to please help me by calling them from his phone to find out the cross-road at Denman St. just so that I could avoid drive for long in circles and fending for a parking space on this busy street - he flatly refused saying that he had other customers waiting to be served. BTW, when I entered the store, I was kept waiting for almost three minutes unattended - he was hanging around and chatting with two lady customers while they were paying their bill at the table with debit card (I assume). Well, when it came to my turn, he didn't have the time; he had others to serve!

Finally, regarding the cake that I picked up from Denman St. - so called "popular" Devil's Food Cake. Plainly mediocre and over priced. Probably, I could have bought something similar tasting and looking from say, Safeway.

We will continue to buy our cakes from Sweet Obsession at Trafalgar (West 16th Ave and Trafalgar St.), which we have done for last two...

Sad to be writing this review but here it is. I've always loved true confections' cakes - my family has been going for years, and we get the white savannah cake with strawberry sauce for my parents' anniversary almost every year. but cakes aside, the customer service (at this location at least) is not acceptable... I had just had a grad celebration lunch with around 10 friends in the area, and we decided to walk over to true confections for some dessert. upon entering the store, one of the staff (she seemed to be the manager or some higher position?) immediately started rudely going off about we couldn't just enter like this, that they don't do large parties, that we should have called ahead if we wanted to come in at that time, that we couldn't sit down... which was kind of odd to me because there was actually not a single person in the store at the time? their entire seating area was empty!! nevertheless, my friends and I were understanding - many of us still wanted some cake so we were planning to order a couple of slices to at least eat outside, even though it was raining. But as we were about to order, the lady continued speaking to us rudely and ranting about how we could not be doing this, how they were shortstaffed, how we needed to leave. at that point we had had enough of her attitude so we just went to mcdonald's down the road lol

Perhaps she was just having a bad day... I totally understand that that can happen, and I do hope this was a one-off experience. She could have turned us away nicely without the terrible attitude! It's unfortunate that this business, whose products are meant to spread joy, is now associated with a frustrating and disappointing...

What a disappointment =( My wife and I had taken some delicious desserts to go from here a couple of times before, so this time we decided to stay and enjoy them with some coffee. What a disaster. The place had only 5 busy tables and yet it took more than ten minutes for someone to take our order (a couple who got there after us, had their order taken before). We specifically asked if they had pecan pie, they said yes, so we ordered that, a slice of cake and a couple of Americanos. More than 15 minutes later, other tables were already having their milkshakes and other kinds of beverages and desserts and we were still waiting for our two simple cups of coffee and our slice of cake and pie. I went to the cashier and asked if there was a problem and he unapologetically explained that a bunch of people had come in at the same time and it was taking them longer to fulfill every order. They finally brought or coffees but...no pie or cake. When I asked the waiter about it, he had no idea of what we had ordered and then he informed us that they were out of pecan pie. We decided to share the carrot cake. I also had to chase the waiter to ask for Splenda (they brought only 2 envelopes, god forbid we should use more) and a couple of teaspoons, to... you know... stir our coffee & cream. The second waiter was nice and he apologized for the wait and mishaps. Maybe they had a bad day, but it was a terrible experience for us. Evidently, they can't handle more than 4 tables without going crazy. I guess it'll be "take out" only...