Gatineau Artisan Patisserie & Bakery — Restaurant in Oxford

We placed an order for my son's birthday cake. The order was a yellow sponge cake with the writing of my son's name on it (e.g., happy birthday XXXX). This we thought was quite a simple order. I have to say that the lady who took our order asked us two things: what colour, and what writing to be written in chocolate. We didn't ask for a recital of the scripture, just a simple "Happy x-yr Birthday NAME." Also, we checked if our son's name is too long (e,g., Kristofferson) but she said it is not a problem. To be safe, we just used the shorten nick name. I hope the readers get a sense of the kind of expectations we were conditioned. O, also... being a nervous first born parent, we called to double check if there are no issues two days before (they said ok and acted surprised when we double check).

On the day of collection however, we got not a yellow but an orange cake with no writing of my son's name on it. It was just "Happy 1st Birthday". We reacted by checking if they got us the wrong cake. The following is a series of frustrations.

First, they say they stop doing the yellow version one month ago (so why did take our order, I thought to myself? also, why was there one in the window the day we place the ordered? We were simply choosing what's available over the counter). Second, they say the name can't fit into an eight-inch cake. But we used my son's nick name (e.g., Sami) in the order so we couldn't understand why an extra 4-alphabet is so hard. Eventually, we had to thank them for putting my son's name on a small chocolate waffle like they did us a favor?! The worst part is their rigid attitude at the beginning. It was as if they took our order but disregard them.

A message to our readers: I say that if you want a deliciously done French cake with generic writings on it, then it's probably a choice place, in Summertown. But if your expectations are that you want a cake of a particular colour then don't get it from them cos they'll do what they like and ignore what you order. Note they did improvise at the end so we got the wrong colour cake but at least my son got his name on the cake. O, by the way, there was a lady behind us who also had issue...

Just WOW! I'm a hospitality consultant and work with many Michelin starred clients and can honestly say these are the most outstanding patisserie I've ever tasted (including Pierre Hermé and my previous favourite - the legendary Ispahan from Maison Ladurée in Paris). I used to take the train into St. James from Oxford Parkway for the cakes at Fortnum's but now there's no need. Hervé and the team - you are true artists. Your creations are the best the world and I cannot believe you are practically on our doorstep. I dropped into the shop this morning to pick up a Chausson aux Pommes for my wife and daughter, the cakes looked so good I left with three boxes! We're still making our way through the cakes this evening and just cannot believe the quality, finesse and artistry in each bite. How does this place not have a string of awards? I for one, shall be recommending you all to 'The World’s Best Pastry Chef Award' by 50 best. The world will beat a path to your door Hervé, I just hope there's still some cakes left for us...

Had a nice coffee and pastry, although the coffee could have been hotter. The service was appalling hence the 1 star. The waiter who served us didn't bring any sugar and when we asked for it he told us to get it ourselves. Gatineau would do well to choose it's staff more wisely because he was RUDE RUDE RUDE.

In response to Debora's comment. It was a Sunday morning and the shop wasn't busy. After telling us to get the sugar ourselves the server then proceeded to spend about 5/10 minutes speaking to the couple at the table besides us. This should be irrelevant because surely if you are going to bring the coffees outside it would be logical to bring some sugar too. Maybe I am missing something as I don't work in this sector.

I was so incensed by the situation because I just didn't expect this level of rudeness. In fact I can't remember when someone was this rude to me when I was purchasing something from them.

In future I would recommend investigating properly before writing the standard...