Demetres Desserts Whitby — Restaurant in Whitby

I WILL NEVER FREQUENT THIS ESTABLISHMENT AGAIN, EITHER IN PERSON OR VIA DELIVERY AS THEY CANNOT BE TRUSTED. MONEY MEANS MORE TO THEM THAN CUSTOMER CARE AS CLEARLY PROVEN BY THE DETAILS TO FOLLOW!!

This establishment knowingly uses fraudulent delivery companies such as Door Dash. When our driver called and said he had a wrong address could we correct it we were grateful and attempted to give him our address. At this point he said he could not accept our information that we would have to call customer service and clear the information with them while he waited.....we had ordered ice cream, obviously waiting was not an ideal option but the driver continued to insist and then got belligerent and hung up on me without a solution being reached.

I called Demetres to clear the issue up and was told they knew nothing of my order details they just fill the order and give it to the driver so, despite my displeasure with a service they CLEARLY endorse, I was repeatedly told by what sounded like a bored teenager that there was nothing they could help me with that I was to call Door Dash as they have no further involvement.

Door Dash was called, they found my account and receipt no problem, the mistake was apologized for and we were told the refund would show up on my card in approximately 3 business days. 4 days went by and I called Door Dash again as there had still been no refund. At this point they were still able to pull up our order in a heart beat and again apologized for the oversight stating that it would be fixed immediately. Fast forward to today, still no refund (order was placed on September 28, 2020). I called Door Dash this morning and somehow, all of a sudden, none of our emails or phone numbers or receipt numbers can be found. Any and all information that pertains to this issue has either been erased or the person I spoke with this morning lied about not being able to find it, either way the company known as Door Dash is shady and I feel like for Demetres to throw their hat in the ring by supporting a company such as this shows that they too have shady business practices and it's all about the bottom dollar.

I am extremely disappointed and angered by this encounter with not only Door Dash but the female staff member at Demetres who didn't appear to care enough about anything to actually provide customer care to help...

This one is really hard to rate. If I was rating the dessert alone, it would be an easy 5 star. Unfortunately the service on average is probably the worst I've ever had.... every single time I go. I actually had the quickest service ever the last time I was there this past weekend, but 1. I got there an hour before close, and 2. We just so happened to have the same waiter who by far gave us the worst service I've ever had in my life and he totally recognized us(I have neon hair so people tend to remember me for that). So this last one wasn't bad. Still took the full hour to get a crepe to share with by boyfriend when it wasn't that full, but hey, progress. But I do want to leave with a comment that the waiter said to us when we were there before which really stuck with me. After leaving my hot chocolate sitting on the serving counter for around 40 minutes and having to personally point out that it's been sitting ready for that long and seeing him check the temp before bringing it over to make sure it wasn't ice cold(it was summer so it was like warm and apparently good enough) we said how upset we were with the service, and that while we can see they are under staffed and we are trying to be as considerate as possible, we did also see him check that counter multiple times and just walk away talking to other staff and how incredibly unprofessional it was. As way of reply to the super long wait times for absolutely everything( and I mean never mind the 40 minute wait for a drink, we were just shy of a two hour wait for our dessert, and we were a party of 4 that day) he said that this is normal wait times and just how it is if you want to be there. And while yes, I am accustomed to waiting longer for my desserts and such when there, I'd never waited that long before and was quite upset at the flippant response and didn't go back for about a year because of it. But now I know, go as close to close as you can, or don't expect any kind of decent service because unfortunately too many of the staff just don't care. Though some people in there are super nice, so again hard to rate. Because I want to give both a 5 and a 1 star. Great dessert, a couple good staff members, but mostly staff that don't care, give horrible service and just tell you to basically stop...

We were really excited to celebrate a special milestone with ice cream at Demetres Whitby. We've been here to celebrate multiple occasions in the past and have very fond memories. Until the most recent one:

We arrived around 4 PM on a Friday, not busy at all, just a few tables occupied. We stood at the entrance for a few minutes waiting to be seated, but there were no staff in sight and no visible sign to indicate that we should wait. After a short wait, I assumed it might be a seat-yourself situation as it wasn't busy, especially since no one had acknowledged us. The longer we stood around without any guidance, the more uncomfortable the situation became, especially with impatient kids and older members of our group who needed to be seated sooner for comfort and health reasons. So, we found the only available table that could seat our group (two older adults, two kids, and two adults) and sat down.

About five minutes later, a staff member emerged from the back. She looked at us and asked how many were in our group. I answered, and she handed out menus. Then, in a cold tone, she said, "Next time, you wait at the front." I politely explained that we had waited but hadn’t seen anyone or any signs. She replied with, "Next time, wait a few minutes longer," in the same dismissive tone.

Still giving her the benefit of the doubt, I calmly asked if I had missed a sign. She doubled down: "At restaurants, you wait to be seated." The way she said it felt unnecessarily rude and condescending, as if I didn’t understand how restaurants work. At that point, we lost all interest in staying. On our way out, we let her know we didn’t appreciate the way we were treated. Her response? Just an insincere, sarcastic “Okay.”

I called to speak to the manager on my way out, but they said the manager was busy too? I don’t know!

We understand that everyone has off days, and working in hospitality isn’t always easy. But it’s still part of the job to treat guests with basic courtesy, right? A simple hello, or even a polite redirection, would have gone a long way. Customer service matters, especially when you're choosing a place to celebrate something meaningful.

I don’t know if we will be back, but I do know that this dismissive, condescending customer service will always...