Merwans Cake Stop — Restaurant in Mumbai

Visit 1:- On 25th Nov'23, I had purchased "Chocolate to Kill" Cake around 12:30 PM or so.... When me n my family had a bite, it tasted sour

Visit 2:- Staff present at Parel store tasted it and all 4 ladies staff said they felt nothing bad about it and mentioned that it might be due to Belgium Chocolate. (Not sure since when Belgium Chocolate taste turned Sweet to Sour).

When I insisted, Staff gave it to other Customers who came there to Buy some stuff from Merwan store - both Husband and Wife tasted the Cake and confirmed a bit sour smell and taste coming out of the Cake.

I requested the Team to take some action

I had waited for a Week but there was no response. So I decided to go back in order to check on the Feedback update. VISIT 3:- I visited Parel Store today on 2nd Dec'23 - Staff asked me to contact Owner of the Store. Mr. Ashok Dongre (Owner) mentioned that Quality Check has already been done and there was no issues found with Cake. If that is the case, then why the Merwan Parel team did not call me back to confirm the same.

Also, it proves First Customer (Me n My Family) & other Customer (Who came to shop to Buy some stuff and confirmed about sour/bitter taste) - All of us are lying about the issue & just for fun.

During this meeting, owner suggested that I can put a written complaint to Merwan's Customer Care by mailing them. As suggested by Owner - I mailed the grievance to the Merwan's Team and they responded back saying the action will be taken. On 3rd Dec, received the mail from Ashok Dongre (Owner of Merwan's franchise in Parel) and requested to visit.

VISIT 4 :- In the evening, I went to store around 6PM on 3rd Dec. Merwans store team said that I can take the replacement. I requested the team if I can take Dutch truffle instead of CTK. Initially the team agreed to and packed it for me. I was very Happy that finally, Merwan's customer Care Team took a decent action and that too very quickly. But, as usual the very Loyal Team at Merwan's store Parel who always insists "bas thodasa khatta to Lag raha he" (they must be spending their Bdays eating sour taste Cakes from Merwan's)

So, one lady called up the owner and talked to him almost for 10-15 mins while we were waiting. Later, she said that only same cake is allowed to be given as replacement as others are not in stock (Dutch Truffle) but when I asked that there are 3-4 more pieces available on display - team declined and asked me to talk to Owner.

When I spoke him, he said he will have to take approval from Backend team to allocate a different Cake. (Aise lag raha tha yeh log koi UPKAR kar rahe he muzpe, cake replacement deke)

Ideally, team should have recognized the mistake and cake should be given and even something on Top like a pastry/Puff as a gesture of GoodWill to compenstate for the same. This is what lot of Companies do when they realize a mistake and Value their Customers. But, Merwan's does not seem to be working on the Concept of Customer Delight as their priority Metric.

But, this did not happen and on Visit 4, I had to return back empty handed. Mr. Ashok Dongre insisted that, he will talk to Backend team and arrange for approval. Then he will either mail/call me to help me get the Cake which I should be getting long back.

Its almost a month today Mr. Ashok Dongre is still busy taking approval from backend team and I am waiting for his response or the response from Merwan's Customer Care Team. Now, I dont wish to have a replacement but just to let u guys know that you have lost a Valuable Customer.

Here, I would like to highlight that Customer Care Team is not ensuring that utmost care is taken to ensure Customer Issue is resolved. The worst part if Store Owner and staff doesnt care about Customer but Money....

Enjoy Rs 370 and have a Cake from me for New Year from my side. And to let you know that this feedback is going to go to all Social Media, Zomato, Google Maps Reviews and other...

I don’t want to review but the staff and the service of this parel merwans outlet is very worst.this is happen with me 3rd time I gave different pastry order and the staff gave me different flavour pastry.this time I ordered 3pastry one of them was hazlnut truffle the staff gave me Dutch truffle how many time will this happen...this is the customer service your giving your customer and yes the staff of this outlet is worst than worst they don’t have manners how to talk with customers they think we are taking free cakes and pastry from them, and for small bag they are asking 10 rs charges really for what I think you don’t know if your giving your brand name bag you can’t charge any penny for bag.we buy plum cake,Khari,etc they don’t give bag at all….i visited many merwans shop they gave but why only parel merwans shop is taking charges and not giving also…I reapeat staff attitude is really worst even we call manager and she told us “staff gave you I can’t do anything from my side” is this for real if you don’t know the management why your doing that manager post job..even we ask for Owner she replied come to shop after 9 will talk..we are not free for this rubbish mistakes happened from merwans staff…(This is not only my review Even many reviews are there please look after this…it’s...

Merwans for the last 4 generations of the Irani family is delivering a smile to people face through the best cakes, pastries and cookies

The name in itself is sufficient to lure you in and devour on the delicacies. Not only for your sweet tooth cravings but they also serve a variety of Rolls both veg and non-veg to subdue your hunger pangs. They have loyal customers for years now. The place is bustling with people of all age group if you visit on the weekdays. This cake shop serves one of the best cakes in town. They have a variety both in the egg and eggless types. The mawa cakes are well know and just get over within a few hours !The shop also serves puffs which are also worth a try !There are different cakes available, it is one of the oldest cake shop, there are different outlets available in the cityI strongly recommend this cake shop to everyone who are looking for the best quality cakes. The presentation of all cakes are just awesome u will feel like having all of them.haha

Customer service is very prompt , the staff is humble.

The cakes are at reasonable rates.they even serve other items like patties, puffs.yummy.nice.

Taste: 5 Quantity: 4.5 Presentation: 4.5 Ambience: 4.5 Hygiene:...