Heavenly Desserts Basingstoke — Restaurant in Basingstoke and Deane

Terrible, I have never come across such awful customer service before.

Firstly they told us it would be 10mins before we could order as they were busy (it was no where near full in there and there weren’t many orders on their board and staff were largely stood around in the kitchen area chatting). 10mins would have been fine anyway and we agreed to that but it was actually 25 minutes before they would take our order and 2 groups of people who were waiting to order left in that time - if they hadn’t it would have been much longer to order. They were out of some items from the menu - this wouldn’t have been an issue if they let us know this BEFORE we had 25mins to look at the menu, but they only told us when we actually ordered so we had to rush to choose other dishes as didn’t want to risk asking them to give us more time to choose in case they never came back!!

Then told when ordering that it would be 15-20mins for the food - fine we thought as some needs cooking, it was actually 25mins until drinks arrived and another 10mins until we got the food! No apology about the wait.

We had ordered some items off the vegan menu (which they have as a separate menu) and we had some items that were the same item but from vegan or non vegan menu such as hot chocolate and cookie dough. When the hot chocolate arrived we asked which one was vegan and got told both which was not true! Eventually someone else came over to tell us but not for ages until after we had started drinking. From the receipt we got it appears they messed this order up anyway. They were then seen clearly talking about us amongst each other in the kitchen.

Next the food and again we asked to clarify which was vegan out of two dishes that were otherwise the same - we were clearly told the first one that came out was the vegan one and so it was given to the person who ordered that one and they started eating it - they then brought over the other and said that one was vegan - so we asked again to clarify if they were both vegan and they said no this one is - so they had lied that the first one was vegan and there was no apology for the upset caused that this had now started to be eaten, they then just expected us to swap them around and didn’t even offer to remake the item that had already been eaten by accident. Again no apology for anything only told by the girl “I don’t know your order because I didn’t take it” yet when directly asked she had said it was vegan - if she didn’t know why didn’t she check with the person who made it??

Poor English levels of the staff meant they just said ‘yes’ to every question rather than understanding and answering it. No basic customer service manners either, didn't come to take payment, we had to go up, didn’t offer a receipt etc - everything had to be asked for, when asked to speak a bit louder as they couldn’t be heard they refused to do so. On top of this prices were lower on the menu to what we were actually charged for some items. Food that should have been warm such as waffles came out completely cold (I can only assume due to the long wait for actually getting the food after it was been sat on the counter waiting ages). We were also placed on a table right by the door and every time someone got vaguely close to the door it opened and it made it freezing in there.

I would NEVER visit here again nor would anyone I went with. Stick with other dessert places in Basingstoke would be my advice. I’ve been to plenty of very good dessert places before that are around the same price so no need to wait hours and put up with this rubbish attitude and being given the wrong food. Some staff should be out of a job and others need serious training around every aspect of the job, especially...

Really truly disappointed with my experience at this new dessert place in town. I thought I would take my little sister for a nice dessert as we both were excited to go Firstly, as “new” as this restaurant claims it to be- it has been opened for over a month and the staff still aren’t trained in how to do hospitality? We ordered our food and was asked if we want our drinks to come out before our meals, for them to sit on the side and come after one plate had already been served. We then had to wait 10 minutes for the remaining desserts to be delivered to us, which just isn’t how it should be. It was quite weird to watch our food be sat on a counter whilst one of the people in our party had already been served and going cold?… May I add the restaurant had 2 tables (there were only 3 of us)

Only then for our food to come out freezing cold also. The waffles were not warm at all, and the toppings were silly for what you pay for them. Definitely not worth the money at all. On top of this, I addressed these concerns to the waitress only for her to look at me as if I was speaking alien language and to go to the counter and speak about me with the staff VERY clearly. The woman making the waffles gave me the dirtiest looks and made me incredibly uncomfortable.

It took me becoming very upset and angry for my partner to have enough of the incredibly bad customer service and to find someone he can speak to who would help us. The only reason I give this terrible restaurant a 2 star was because Umar was understanding and did offer some reassurance that we wouldn’t have to pay in full for such a bad experience. Although I come to learn today my little sister was asked “is the ice cream cold enough for you?” in a sarcastic tone which appalls me because none of that was her fault. For a 16 year old girl to be asked that after what happened, I’m really disgusted.

I urge that the owners of this restaurant look into how the staff are being trained and really consider how much customer service is valued. If this hadn’t of happened ; we would have visited many times. However , this is not the...

I recently visited Heavenly Desserts for brunch with my 2 friends. When we arrived, we were told that there currently weren’t any tables for the 3 of us available, and were asked to wait outside, which we were happy to do. After waiting for around 15, we were seated. We were told as we were ordering for that there was currently a 15 minute wait. Again, we were happy to wait as we could see the restaurant was busy. However, we did not wait 15 minutes, in fact none of our food was brought out until around 45 minutes after ordering. Even then, each plate was brought out separately, with about 5 minutes between each one. This meant that by the time my friend received her meal, I had already finished mine. As well as this, the feta cheese was missing from my friends meal, but after such a long wait, we were too frustrated to bring this up and have to wait even longer. We raised all of these issues with the team in store. Only one member of staff came over to apologise for the experience we had, which we really appreciated. She told us that my friends meal would be taken off the bill. However, when we were given the bill, we were in fact told that the manager had only allowed a 5% reduction. We were shocked and angry at this point. Having arrived at the store at just past 11am and now coming to 1pm, we were desperate to leave, so accepted the measly discount. We will not be coming here again and we even warned a group of people who were going in as we were leaving not to bother. Utterly...