Theobroma Bakery and Cake Shop - New BEL Road, Bengaluru — Restaurant in Bengaluru

Extremely Disappointed with Both Zomato & Theobroma (New BEL Road, Bangalore)

I ordered a birthday cake from Theobroma via the Zomato app, along with candles and a Happy Birthday cake topper. While the cake and candles arrived, the cake topper, which was essential to the occasion, was completely missing.

Trying to report this was a nightmare. Zomato’s so-called “support” is just an AI loop that goes nowhere, and there’s no option to speak to a real person. So I tried calling the restaurant directly — even that took forever due to their long hold time.

Once they answered, Theobroma staff gave the most ridiculous excuses. First, they claimed they packed the topper and blamed the Zomato delivery person for “misplacing” or “stealing” it. Essentially, they pushed the blame onto Zomato and offered no proper accountability or resolution.

After half an hour of back-and-forth, they finally agreed to refund the cost of the topper — but only if I share my bank details over WhatsApp (yes, you read that right — no official email, no invoice, no receipt). To make it worse, even after I messaged them, there’s been no reply on WhatsApp. Unprofessional and shady to say the least.

And apparently, the refund for this tiny item will take up to 10 working days — by which time the birthday is long gone and the moment already ruined.

There was zero ownership from either Zomato or Theobroma. I ordered the cake to make someone feel special, and thanks to this poorly handled mess, it felt just the opposite. No topper, no greeting, no joy — just a plain cake and a lot of frustration.

Horrible customer service. Terrible coordination. Completely soulless experience. Never ordering again from...

This is based on my visit July 7, 2022 around 6 pm

I give 2 stars because the cakes here were good, but the service and pricing were below par.

We had to speak to 3 store employees before we could find the price of the assortment box we wanted.

The assorted cake box cost Rs 560 before taxes. The staff pick the 4 cakes so we can't select what cakes we want. I asked them to clarify before I paid about the pricing of individual vs buying the assortment. The cashier said it was all the same.

After the bill was paid I pointed out that the 4 cakes bought individually would cost only Rs 520, so why is the assortment of exact same cakes Rs 560. They said that's how it is in the system.

Bad service, unreasonable pricing.. I'm never...

Fantastic stuff. It has been ages since I tasted such good bakery items. Tried 5 different items (two different flavours of brownies, the eggless pineapple cake, the opium pastry, and chocoholic pastry). The pineapple pastry was just perfect. Would recommend this to everybody. Chocoholic was super smooth and really light. I'd recommend that too. The brownies were just right. Crumble was dry enough and complemented well by the melted chocolate within. The opium pastry, despite being the most expensive item, was a disappointment relative to the other items.

The place could have some nice music to liven things up and the staff could be more knowledgeable too.

Apart from there trivialities, I would order my birthday cake from...