Be aware of their policies before ordering! The cakes are good in my opinion. Customer service needs improvement. Pretty straight forward for ordering from my experience. The owner we talked to was okay… conversation ended well enough with him BUT beware if you order and need to cancel they will not refund you, but instead offer store credit. I ordered a cake a month in advance and called 3 days after I initially placed the order to cancel one of the cakes. I had unforseen circumstances, and figured it would be straight forward since it was so far in advance, more than a month notice. No, their policy states they do not offer refunds, which is fine and all but they do not tell you this if you order over the phone and pay by etransfer and it is not posted on their website or email. The women on the phone said they ‘don’t technically have to tell me anything about their policies’ before or while ordering. The only place it is posted is on a piece of paper in their store. I was told it is my responsibility to find out their own policies and legally they only had to have this posted in their store. From what I see on internet searches is that customers deserve the right to reasonable access to store policies specifically pertaining to refund policies. I do not believe I was given reasonable access to this as I completely ordered over the phone, was not told any policies, did not receive a receipt of purchase stating any policies, nothing on their website. I believe if someone orders over the phone the expectation is not that they go visit the store in person to look for policies? If I had known this policy I may have been more cautious to order and spend almost $200. It is my first time ordering a professional cake so maybe this is common practice.. I’ve had family and friends order from here with no issues. I was told there are too many policies to list and they aren’t going to just tell me all of them over the phone or have them posted on website. But to me it’s common practice I thought for most places that take such large quantities or expensive custom orders to have a firm and easily accessible policy stated for customers to see, especially one so important. Probably one of their most exercised policies when dealing with customers. I went into the store to try and rectify this with myself, a family member and my 11 month old baby and was told the same thing, we said because of this all and feeling like they were hiding policies purposefully we would not be ordering from them again and would write according reviews of our experince on the internet. We were told we were threatening them…the interaction overall was not the best but not the worst, we had employees in the back reiterating the owners words here and there with statements like ‘we don’t have to!’ (Referring to posting their policy on website) and other things which I thought was pretty unprofessional considering I was not speaking to them and could barely see them. Kind of strange behaviour from the bakery staff.. When I accepted I would not get a refund the conversation got better and ended on an ok note, the owner gave us his card and gave us reassurance this order would be great and to call if we ever needed to speak to him directly.
Worst cake ever tasted. Ordered a chocolate cake and the very 1st bite it was a mood spoiler. The icing was complete sugar granules so sweet and the sponge tasted like mud with no flavour. Its a waste of money to buy from here they dont know what cakes taste like. Expensive cake and on top it they gave me a paper thin like cake topper for additional $20. Didnt have a proper box to completely close the cake in it either. Above all pathetic taste. Dont buy from here.
We ordered a 3-tier wedding cake and a rehearsal dinner cake, and they were absolutely perfect!! From start to finish, the customer service was amazing! Joey was so friendly and attentive to every detail. The cakes were not only beautiful but absolutely delicious! Delivery of the wedding cake was seamless and we couldn’t have asked for a better experience. We highly recommend the Sugar Chalet to any couple looking for the perfect wedding cake!
Wow! Amazing Grad cake. I had my daughter's Sweet 16 cake done here and we loved it, so I went back for her Grad cake. It was outstanding; moist, delicious, amazing icing, great price and EXACTLY what I asked for. Thank you so much, Sugar Chalet!
Absolutely fantastic !!! Sugar chalet exceeds our expectations every time . The attention to detail and the expertise in the decorating is outstanding, not only that , but the cakes are so very delicious . Thank you Joey and your team of bakers . Sugar Chalet is a 5 star business all around .
I sent an email to ask if i could make an inquiry for a cake for my moms birthday and asked a question if they were cakes readily available or if it would still be possible to order one? And No response at all to even tell me its not possible or a call back after i left my number too thanks for losing a customer before you got one but you clearly don't care lol i was planning on getting one two days later for my bf but didn't bother because it just gave me weird vibes you cant even respond to emails for your business but expect to actually make money is funny and weird to me like why would i give my money to that business but do you just putting my experience one here for the folks who want to read it. And yeah just lie on your business page even though theres proof your store is clearly a joke to you but yeah keep showing your true colours and yeah im totally doing better time than you making fast responses to reviews on work time instead of taking your orders of your poor paying customers lol talking a about a phone call probably wouldn't have answered either be miserable by yourself lol sad Edit your new response is trying to make it seem like you didn’t already send a rude response after bringing proof lol the pic of the original response is there .
After 18 years of being a customer, we had to walk away. The cakes are great but customer service is horrible. I’m just not digging the vibe there anymore, went to inquire about a couple of cakes and the lady was acting like I was bothering her. The store in terms of customer service has gone down since Kelly left. I think it’s quite annoying that the owner responds to every negative comment here. It’s in bad taste. Maybe take some feedback and try to do better! Or be nicer to people My point exactly!!! See his response
Sugar Chalet is a Canadian Bakery based in Oshawa, Ontario. Sugar Chalet is located at 310 Stevenson Rd N, Oshawa, ON L1J 5M9, Canada.
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