Awfully Chocolate VivoCity (CAFÉ) – Bakery, Cake Shop & Birthday Cakes — Restaurant in Singapore

Complaint Regarding Poor Service and Miscommunication

Dear Awfully Chocolate Management,

I have sent you a copy of this complain via email and I have not heard from you. So I am reaching to you in public platform.

I am writing to express my deep disappointment with the service I received during my recent purchase. I bought a cake from your store for a birthday celebration, and as part of the order, I was expecting the gold candles that are meant to accompany the cake. However, upon collection, I was informed that the store had run out of these candles and was instead given small, ordinary ones. This was frustrating, as the cake is not cheap, and I believe the price paid reflects both the quality of the product and the service.

What made the situation worse was that nobody informed me in advance about this issue. I had even called earlier to check on the collection time, but no one mentioned the shortage of gold candles. As a result, the cake presentation was far from what I had envisioned, leaving me extremely dissatisfied.

To add to my frustration, when I raised the issue via your WhatsApp helpline, I only received a response the day after the cake was collected. I was told that candles were available in other stores, which contradicted what I was told at the point of collection, where I was informed that gold candles were out of stock across all outlets in Singapore. This inconsistency, along with the lack of urgency in responding to my concerns, has left me feeling that my experience was handled poorly.

Please investigate this issue, as I find it unacceptable to have received such bad customer service and false information. It is disappointing that your staff did not offer any meaningful resolution, and the lack of empathy has left a lasting negative impression. I do not think it is fair for customers to pay full price for an item only to experience subpar service and a lack of transparency.

I hope you take this complaint seriously and address the issue promptly.

Thank you for your attention to this...

🟡 Awfully Chocolate ( VivoCity mall ) 1 HarbourFront Walk,#01-155 / 156, Singapore 098585

🟦 I visited Awfully Chocolate at VivoCity today on 4th of June 2025 Wed at about 7.30pm to buy a cookie tin gift for my friend who works in the mall's department store.

🟠 The store's sleek and stylish design caught my attention. The colour palette of black, dark grey, and earthy hues like brown and cream shades created a sophisticated ambience.

Dining Area = Left side 🟤 The dining area, located on the left side of the shop, featured dark brown tables and comfy armchairs that looked inviting.

🟣 Retail Section = 🟣 The right side of the store was dedicated to retail, with metallic dark grey shelves stocked with assorted chocolate cookies in oblong-shaped tins and chocolate-covered nuts in glass jars.

🟧The chocolate-infused cookies were priced starting from SGD22 a tin, which seems reasonable for the high quality and presentation.

⬛️ I purchased a tin of white chocolate macadamia cookies, which looked appealing. While I haven't tried them, because the cookies were meant as a gift, the packaging and presentation suggested a high-quality gourmet product.

❇️ The service was friendly, thanks to Ms Ashley, the affable young lady who attended to me. 🙏🏻 She was very helpful and made the shopping experience pleasant.

🟡Overall, my visit to Awfully Chocolate at Vivocity mall was a positive one. 🖤 The store's cool & stylish design, wide selection of chocolate merchandise and amiable service made for a great experience.

✳️ 4th June 2025...

Dear Awfully Chocolate,

I am writing to express my extreme disappointment with the recent experience I had at your Vivocity outlet on September 14th.

My family and I visited your store after dinner with the intention of purchasing chocolate cakes for my niece's birthday. Upon placing our order, we were informed by your staff that we were required to order a drink per person, citing a store policy. This requirement, despite the ample seating available, was not only inconvenient but also felt unreasonable.

I would like to highlight the following issues:

Unnecessary Policy: The requirement to order a drink per person, even when simply sampling cakes, is a restrictive and unnecessary policy that significantly deters customers. Lack of Clear Communication: There were no visible signs or notices informing customers of this policy, leading to confusion and frustration. Poor Customer Service: The staff's insistence on enforcing this policy, despite our explanation, was both unprofessional and off-putting.

As a result of this unsatisfactory experience, we decided to take our business elsewhere. I hope that you will take these concerns seriously and consider revising your policies to provide a more customer-friendly experience.

Perhaps you guys are living up to your name - Awfully Chocolate.

To those who are wondering where did we go, we went to Cedele just a few shops away for their best dark...