The Belgian Waffle Co — Restaurant in Gujarat

Disappointing Experience During ₹99 Offer

I’m writing this feedback as a deeply dissatisfied customer who expected a smooth experience during your ₹99 waffle offer but instead had to deal with poor planning, lack of staffing, and an extremely mismanaged system.

On the offer day, we visited your store twice with the intent to avail the offer. Unfortunately, both times we were turned away due to heavy crowds. Later, your cashier advised us to pre-pay and collect the waffles the following day — which we agreed to.

On 17th July at 1:45 PM, we visited the store to collect the three waffles we had already paid for. To our surprise, despite only 2–3 customers present in the store, we were told we’d have to wait another 40 minutes. This delay was due to a single staff member managing everything alone — taking walk-in orders, handling online orders (Zomato/Swiggy), cooking, and packing. It was clear that he was overwhelmed but still doing his absolute best under pressure.

While we waited, we overheard a shocking phone call between the cashier and the area manager Vishal Verma, where the latter was verbally abusing him — using extremely derogatory language — instead of offering support or solutions. It was upsetting to witness, not only as a customer but also as a fellow human being. This kind of management behavior is unacceptable.

There was hardly any sitting space left for customers as there were bunch of boxes lying all inside the store. Also finally after waiting for almost 2 hours we got our pre ordered waffles. Such a pathetic waiting experience it was.

Key Issues: Poor Execution of the Offer: If you cannot support the demand an offer generates, you should not run it at all. Offers should enhance the customer experience — not create chaos.

System Failures: There were server issues during order placements — clearly, the system failed the team, not the other way around.

Understaffing: Expecting one person to handle everything — walk-ins, online orders, cooking, and complaints — is both unfair and unsustainable.

Unprofessional Conduct: The area manager’s abusive behavior was appalling. If he has concerns about performance, he should stand at the counter himself for a day to understand the challenges firsthand.

Suggestions: Re-evaluate your offer execution strategy. If you cannot scale operations responsibly, don’t run flash offers.

Support your staff with more manpower, especially during peak days and promotions.

Fix your ordering systems — technical issues should not ruin customer and staff experience.

Train your managers in basic professionalism and leadership. Abusing frontline staff is not just unethical — it also damages your brand's reputation.

We walked away not only disappointed but with a very poor impression of your brand's values. Your waffles might be good, but no taste is worth disrespecting people — whether customers or your own staff.

Please take this feedback seriously — both for the sake of your team and your long-term...

The waffles are undeniably delicious and well-made, but unfortunately, my experience with the staff has left a lot to be desired. During one of my earlier visits, I witnessed an argument between a customer and the staff over a payment and order issue. While I didn’t catch the full context, it was unsettling to see such a heated exchange in a place that should be focused on customer service.

I decided to give the shop another try a month later, but had a frustrating experience myself. There was a payment glitch when I paid through UPI. Despite the payment going through on my end, the staff insisted their UPI system wasn’t working and argued that I needed to pay again. If the UPI service was down, the QR code should have been removed or customers informed, but this wasn’t the case. After a bit of back and forth, I accepted that it could have been a misunderstanding on my part for not confirming first. However, the entire interaction felt unnecessarily tense.

Since then, I’ve stopped visiting in person and prefer to order online through Zomato when I crave their waffles. I truly hope the staff's attitude improves because it affects the overall experience despite the great food.

Edit - Visited Once again after the Review and still no difference, The Staff is just soo rude, why are they treating us as if they are doing us favor by service the food to us, be it the way they treat us or the long waiting time, always giving excuses like ‘we are making online order right now’, your problem to not have enough staff (that too not having good staff), are we idiots to come the the shop specially just to wait for someone who ordered it online ??

i don’t know his name, but one of the staff always give rude reply, he seemed like the leader amongst the other staff,

i would humbly request the the company to look into the matter, as it’s not just my personal experience but a lot of people are having...

I had an amazing experience at Belgian Waffle! The waffles were absolutely delicious – perfectly crisp on the outside and soft on the inside, with the right balance of flavors. The menu has a great variety, and everything is fresh and satisfying.

What really made the visit even better was the service. A big shoutout to Amarjit, Tanishq, and Amar – they were super polite, attentive, and made sure everything was served on time with a smile. Their friendly and professional attitude truly enhanced the experience.

Definitely one of the best places to enjoy a sweet treat, and the excellent service makes me want to...