Piononos — Restaurant in Key Biscayne

First of all, Let me start by saying that this review has nothing to do with the taste or quality of their Pavlovas, As i have been a loyal customer for many years and always try to find an excuse to buy one. This review has to do with their bad customer service and how i was treated when I placed an order by phone for a Rainbow Pavlova for 24 people (Xlarge). A Pavlova that i understood would cost me $121. However they have charged me almost $200 on my card and less than 5 minutes after i placed the order i walked into their bakery to try to understand why i was being charged more than what i expected.

On their website you can't find the price for all of their products. An XL Pavlova with strawberries and dulce de leche is $102, so it didn't make any sense that i would been paying $90 more to add Mango, kiwi and blueberries on the Pavlova.

When i walked inside i kindly told the lady at the register that i was coming to pick up an order but i believed i was overcharged. The lady , who i later found out was the actual owner of the place, called the employee who took the order instead of trying to solve the issue herself. The employee had a very nasty tone and argued that she had told me the correct price over the phone and that it was already too late to cancel since they had already starting cutting the fruits. I decided to not argue back and front but still waited over 30 minutes for them to finish the order.

Again, i am only taking the time to write this because i felt "obligated" to overpay for a product and the owner could have handled this differently since the employee had no courtesy what so ever and a poor customer service.

Like i said before, I have been ordering their Pavlovas for many years and they never disappointed me...Until now, I have to give credit to the chef/owner because their Pavlovas are delicious, but they are not the only ones in Miami and a bad experience will keep me from coming back.

Make sure to double check the final price before giving them your card since most likely you will be overcharged. It still doesn't make sense that i have paid almost the price for 2 XL Pavlovas just for adding some fruits on one.

I highly recommend to start putting the prices correctly on the website to avoid misleading...

Let me start by saying that Piononos has by far THE WORST customer service EVER!!!! I took a moment to read the “lowest reviews” column and they all agreed that they are the worst customer service and that right there, tells you a lot about their business, especially seeing the “owner” writing her name and initial at the end of the reviews and not doing ANTHING to fix the problem or offer the customer a complementary pastry/dessert as the owner of any good establishment does and should when a customer is not happy!!! Having said that, on Saturday October 29th, I was having delivered two desserts (mind you I paid $330.00) with $47.00 delivery fee which is crazy crazy expensive!! The problem began when the guard from my community calls me to let the delivery driver in my community and he showed up an hour and 20 minutes later!!!! I tried calling Piononos at least 10 times within 15 minutes when FINALLY somebody decides to pick up the phone and after explaining wat happened, the guy on the phone said he would call me back once he gets a hold of the delivery person BUT the guy on the phone NEVER called me back…instead, after calling 20 more times back to back, they pick up the phone and the guy tells me (AGAIN) “oh, we are trying to get a hold of the driver” and then he said he will call me right back. He NEVER EVER called me back and somehow, the driver shows up at my house almost an hour and 30 minutes later with the desserts room temperature!! I called to make a complaint and instead of helping, the so called manager by the name of CARMEN, gave me a hard time telling me that they would pick up the cake and make a new one and I told her I wasted my time and could not wait anymore because I was late…after she argued with me, she said they could give me a credit and said I could call Back. I did yesterday AND THEY TOLD ME I DON’T HAVE A CREDIT!!!!!!! Worst place EVER…and sooo expensive, you would think they keep their word! They deserve a zero...

I was introduced to Piononos by my girlfriend who works with a Peruvian colleague who introduced her to one of their famous Pavlova cakes. We drove 45 minutes out to key Biscayne. The Rickenbacker causeway is beautiful, so I didn't mind the drive. It was only about 5 minutes from the Seaquarium. When we arrived I was surprised to see a small little storefront with one attendant baker, and a line of customers waiting to greet her. However, peering into the windows next door revealed more than 10 bakers going at it full till. Once our turn arrived, I convinced my lovely girlfriend to purchase more than she has planned. I figured, if there's a line outside that long it must be good, and, why drive all the way back that far just to get more. We bought 3 Pavlovas, a small cake covered in merengue and a passion fruit custard mousse. Once we arrived home we attacked the desserts with vigor. I fully understand the addiction to these Pavlovas. There are 2 kinds and both are to die for. There's a Nutella and a dulce de leche version and both are great. The nut crust and creme filling covered with sliced strawberries is coveted by all their patrons, and now I'm one. This is a dessert that will please anyone. It's like heaven on earth. I understand why people will pass 10 Publix to position themselves at Piononos. To be more critical of this culinary artform I tried dissecting their Pavlova looking to find some small improvement. I could find only one: Organic strawberries instead of conventional. 🍓 Perhaps I'll ask for this modification next time. After which, this cake will be meant to be savored. Join the line kids, you'll be...