Heavenly Desserts Milton Keynes — Restaurant in Milton Keynes

I would give zero stars if I could. My friend and I visited Heavenly Desserts in Milton Keynes, and the experience was nothing short of appalling. As customers, we expect at least a basic level of customer service, but what we encountered was rudeness, a complete lack of professionalism, and a total disregard for customer satisfaction.

We ordered two cookie doughs and drinks, expecting them to arrive together as is standard in any decent dessert establishment. However, only one arrived, and when we politely inquired about the second, the waitress casually told us it would be another 5-10 minutes. We explained that we would have preferred them together, not just for the sake of enjoying our desserts at the same time but also because we like taking pictures, as many people do. Instead of offering any understanding, she dismissively said they were busy and that we could cancel if we wanted. That was a ridiculous suggestion, why would we cancel after already receiving one of our desserts?

Her attitude throughout was shocking, and this wasn’t even our first unpleasant experience with her. We should have learned from last time, but unfortunately, we gave this place another chance, only to be treated even worse.

On our previous visit, my friend ordered a mojito, but she was given the wrong drink. When she pointed this out, instead of apologizing or fixing the mistake, the same waitress rudely told her to “just try it.” That is completely unacceptable, why should a paying customer have to “just try” a drink they didn’t order? If we’re paying for something specific, we should receive exactly that. That experience alone should have been enough for us to never return, but unfortunately, we gave them another chance, only to be let down again.

Then, after waiting an unreasonable amount of time for the second cookie dough (even longer than the 5-10 minutes she originally stated), we asked again, only to be met with more attitude. At this point, I asked for her name, and she outright ignored me the first time. I had to ask again before she finally answered, only to then rudely snap, “I’m not the chef, go ask downstairs,” with a raised voice. That level of hostility towards paying customers is beyond belief. Naturally, my friend reacted in kind because no one expects to be spoken to like that in a restaurant.

Then, as if to escalate the situation even further, she suddenly decided to cancel our order altogether. At this point, we didn’t even feel comfortable staying, so we left and went downstairs to speak to the manager. While the manager tried to remain neutral, it was clear that they weren’t particularly apologetic or proactive in addressing the situation. From a customer service standpoint, it should never have reached that point staff should be trained to de-escalate issues, not provoke customers with rude behavior.

To top it all off, we had traveled quite a distance to visit this place, only to be left feeling disappointed, disrespected, and frustrated. It’s evident that the staff here either aren’t trained properly or simply don’t care about how they treat customers. Good customer service is the backbone of any successful business, and yet this place lacks even the basics of politeness and professionalism.

We will never be returning, and we will be sure to advise others to avoid this place as well. Management seriously needs to step in and either train their staff or reconsider who they employ because the way we were spoken to and treated was completely...

I'd been to multiple branches up north and enjoyed my visit, so when moving to MK when I felt like dessert I thought I would come here - I shouldn't have.

Firstly my issue was when I ordered a mint mojito mocktail. When my drink arrived it had no mint in it other than a third of one leaf as garnish on top. I mentioned to the waitress, she gave me a dirty look and said there is mint in it. Looking at the glass further there were blue pieces of tissue paper floating in the glass, I should have known from this there was going to be a problem.

The waitress took my glass away, but extremely reluctantly.

Then the dessert arrived, I mentioned that we were still waiting for drinks, the waitress walked away and said nothing. The hazelnut croffle had just come without white chocolate shavings on top... But the worst was the caramel monkey bread. The side edges were cooked, so it looked OK, but as you began to eat it, there was was raw dough. This was increasingly raw as you got to the middle /looked at the top. It had just been covered with apples and ice cream.

I requested a menu from a waitress to see if both items were supposed to be this way - they weren't. The monkey bread was supposed to be cooked and the croffle was supposed to have white chocolate on it.

My friend went to speak to the manager, and was informed there wasn't one there. A lady who worked there spoke and that it was extremely busy and they had run out of white chocolate shavings (this hadn't been communicated to us). And the monkey bread is cooked on a timer for 15 minutes and served. They hadn't checked it was or wasn't cooked.

They said there was nothing they could do, we didn't end up finishing eating here because of the raw dessert, and my friend paid for everything (minus the monkey bread) and we left.

The waitresses were rude and unhelpful, the staff don't seem well trained at making the desserts - or handling situations well. I would not come to this branch, nor would I...

I recently visited the Milton Keynes branch and had a truly disappointing experience. I ordered a cookie dough and a brownie as takeaway. To my surprise, I had to provide my name, supposedly so my order could be called out when ready. I was told it would take around 10 minutes, so I waited.

Ten minutes later, another couple walked in, didn’t place an order, and yet a waitress approached them with an order, simply saying "cookie dough." They confirmed, took the order, and left. Meanwhile, I waited another 15 minutes before asking for an update. After some confusion, it was revealed that my order had been mistakenly given to the other couple, and I was told I would need to wait another 10-12 minutes for my order to be remade.

At this point, I requested a refund, which was reluctantly given. I also pointed out that under the circumstances, I should have been offered some form of compensation, given that I was asked to wait three times longer than initially stated. Only after I complained did the waitress offer a free drink, which I declined.

This experience raised several red flags:

1. Why was I asked for my name if it wasn’t going to be used to correctly identify and deliver my order? This seems like a clear lack of protocol.

2. If these mistakes are truly rare, why wasn't there a proactive effort to fix the situation immediately? It makes me think these issues aren’t as uncommon as they’d like you to believe.

3. The restaurant wasn’t busy, yet it seemed that an event upstairs was being prioritized over the service downstairs. It’s disappointing to see that private events are given more importance than paying customers.

Overall, this experience left a very negative impression. As a new business in Milton Keynes, I would have expected much better service and customer care.

I emailed them directly but they have ignored it. Poorly run, can't get the basics right makes we wonder what else goes wrong...