Katrina Sweets and Confectionery (Coffee and Cakes) - Al Barsha — Restaurant in Dubai

As a regular customer of Katrina for almost five years, I've always enjoyed their food and pastries. However, Unfortunately, my most recent experience left me disappointed and frustrated, prompting me to share my thoughts.

I purchased a cake today as a gift for my friend's birthday and was asked if I wanted to include a message. When they showed me the lettering, I honestly felt it wasn’t good. I didn’t take a picture because it seemed pointless, and I requested a ready-made decoration to cover it up since it didn't look presentable for a gift. Instead, they insisted on doing the lettering anyway, and I was disappointed to see that it looked like a recycled cake.

However, when I expressed my concerns, the staff member seemed to push me to agree that it was acceptable, and I witnessed a disagreement between her and another staff member about my feedback.

Unfortunately, I ended up taking the cake even though it looked recycled and didn’t meet my expectations. When I got home, both my mom and husband also expressed their disappointment with the cake. In the end, I had to buy a second cake without a message, as I didn’t want to risk it again.

When I returned to the shop to buy the same cake again, this time plain and without lettering, I was hoping for an acknowledgment of my previous dissatisfaction. However, I didn’t hear an apology from the manager or the cashier who had initially convinced me that the first cake was nice.

While I still believe in supporting local businesses like Katrina, I truly hope they can improve their customer service and learn to accept feedback more positively. A little understanding and willingness to address customer concerns can go a long way in ensuring a more positive experience...

I had a very bad experience!!! I ordered a cake at 11am, chose a delivery time slot (17:45-18:15) because i want it to arrive when i get home from work at 17:30 as it was meant to be a surprise to someone at home and i don't want him to receive it himself and pay for it. But to my surprise, my order was deliver after 1.5hrs and guess what, they didn't even call first. I called the DIP branch right away when i received the message from their chatfood service that my order is on the way but was told nananablahblahblah they didn't receive any order and will check with other branch. 30 mins later that branch called me saying that the order has been delivered and someone received and pay for it. So, they ruined my surprise and the birthday celebrant paid for his own cake, wow just wow! And to my dismay, the guy who called me from the branch told me that it happened because the delivery driver was not aware, like why put the blame to the delivery driver, in the first place my order should not have been handed over to the delivery driver by 12:30pm knowing the time slot i selected (for sure they didn't check). What's the point of the delivery time slot option when the time you selected will just be ignored anyway. This is the very reason i opted to order from the website because i can choose the delivery time otherwise i would've just order in my Talabat Pro. Very disappointing!!!! Never again!!!! I should have just stick to The Hummingbird Bakery, never faced this kind of...

I’ve been a loyal customer at your bakeshop at Arenco Golden Sands Al Barsha Branch from day 1 when its opened, coming in regularly for my orders. However, I have encountered two disappointing incidents with the same staff member, Mark, which I feel compelled to share.

The first incident occurred when I ordered a coffee, and despite being present and ready to take my order, Mark seemed more focused on arranging chocolates on the shelves rather than attending to my request. He did not stop to acknowledge me, causing unnecessary delays.

The second incident took place on the morning of February 13th, around 8 am. Mark was at the counter dealing with the delivery team when I approached to place my order. Unfortunately, he ignored me completely, even after I repeated my request. Instead of acknowledging me, he continued with his task. A few minutes later, he left the shop with the delivery team without even offering any kind of assistance or asking a colleague to help with my order. I felt completely ignored.

Thankfully, one of the bakers came out and assisted me, but I wanted to raise this issue as it is a recurring problem. I value the quality of your products and have always appreciated your service, but these incidents have left me feeling frustrated and disrespected as a regular customer.

I hope this feedback helps in improving the service at your bakeshop. I would appreciate knowing what actions will be taken to prevent such situations...