Came here on December 26th when Kaylee and Maya were working. I've been a customer since I was a young tot and this is the first time in over 25 years where I've had this low level of customer service. First off, none of them said hi. Maya served me and I noted that the scoop was fairly small to be deemed a regular sized scoop. Looked more like a kid size. When I walked away I noticed she gave me a sample scoop stick instead of a spoon. When we went back and asked for one, they said they were out. My husband and I asked for a refund because our toddler is a very messy eater and couldn't deal with the mess. Kaylee went on in quote, "Well, it's not my fault!!!" And followed with, "Why don't you just get one from the food court?!" Continued with, "You're upset over a spoon?" So we responded with, "It's an ice cream parlor and you guys could've at least said you don't have any spoons instead of sticking a stick in the ice cream" and I also responded with, "That's not the point. Your customer service sucks!"
We've never had such interaction with anyone like this before. These type of people have no level of customer service or class and not sure how they slipped through the cracks during the hiring process. There's a reason why there weren't many people here and based on other people's past experience, people like Kaylee are ruining the business. She had no remedial action or didn't even apologize for any sort of inconvenience. She is an adult with a 3 year old's tantrum.
I don't think management takes these reviews seriously, but it's quite concerning when you see very similar reviews, especially surrounding customer service. I'll never come back to this location.
Atmosphere: 1
Service: 1
Cassandra Irving
Went in the other day with the intention to purchase a few things. My interaction (or lack of one) was so bad I left without the things I wanted. When I walked in there were two woman behind the cash. One was older, the other younger. Neither of them even so much as looked at me. No "Hello, how are you?" "Can I help you find anything?" Nothing. While browsing, their conversation caught my attention; they were talking crap about a coworker. Really classy with a customer in the store guys. After about ten minutes of this I walked right out. I will never step foot in this location again.
Atmosphere: 1
Service: 1
ms tee
The manager had great customer service. She was friendly and helpful. The reason for a 3-star rating is that i was dissatisfied with the quality of the imperfect chocolates. I spent about $45, and it tasted stale.
Update: Oct 1 - changed my rating to 1 star. contacted head office. Spoke with a customer service rep (Diane), she was unprofessional, rude, and had poor communication skills. Apparently, the head office is at a physical store location. Diane was not able to offer any resolution to my concern. She quickly placed the call on hold without any explanation. So, at this point, I'm assuming she was getting a supervisor/manager. " Hold the line, i have someone in front of me." She came back on the line to tell me it was a vendor she was serving and how i needed to reach out in the morning to speak with management.
Oct 2 - There were no updates until i sent a follow-up email. The customer service team replied back with a generic email response, which still does not address my quality concerns. See attached photo.
Oct 3 - Alexandra, first off, you only replied back on Google and didn't bother updating your response via email.
My concern about the chocolate tasting off has nothing to do with the esthetics. Chocolate can get spoiled before its expiration date. Some factors can include improper storage. Both boxes clearly lost its flavor, and it's almost as if it's a completely different product. The cocoa being used seems to be lower grade than the signature chocolate sample at the store.
Your company doesn't want to take accountability for selling possibly stale chocolates and just give the customer generic responses about company policy before really diving into the issue.
This leads me to believe that you don't stand by your products. I'm still not hearing any solutions. How about creating a shipping label and getting your quality team to assess the chocolate. Also, maybe try offering some sort of credit or an apology for the customer overall experience!
I would never recommend anyone purchasing products from your establishment. There are so many chocolate manufacturers to choose from. At this service level, people are better off with supporting Lindor chocolate. You guys simply offer cheap quality chocolates. I highly doubt your establishment will stay in business for long.
Food: 1
Jack G
I went in to buy their ice cream, gotta say that the new sales girls are very polite and friendly.
Atmosphere: 5
Food: 5
Service: 5
Weslee Gray (Wes)
Absolutely fantastic staff, the only icecream place I'll go to when I'm in the mall!
Atmosphere: 5
Food: 5
Service: 5
Jessica Bevan
No employees working the store. On their phone in the back hiding. I had to call for help and got the wave...
Giulia Ricciardi
My experience is great! Walked in. Couldn't decide on ice cream flavors, there's so many decisions to make! Lol! I had great conversation, service & a pretty ice cream cone! Thanks lady!;#sweetday
Aneesa Rahaman-Khan
Was there on 09/12/2023 @ 7pm. My 2 kids were so excited for ice cream. When I went in I saw all the ice cream tub lids closed except for 5 so I asked if there were other flavours she said "that's all we have if you don't like what you see there are 2 other ice cream spots in the mall to go to". My kids ended up choosing their flavors, but when I finished paying, my child's ice cream fell off the cone on the floor. I apologized and picked it up off the floor for her. She was not kind or even empathetic about the situation but rather annoyed, despite the fact that I cleaned up after my child. I've been to other places and seen the same thing happen to other kids, and the stores would always give the kids another scoop and never make the families feel bad about it. I grew up going to Laura Secord with my parents, and sadly, this experience has ruined it, and I will not be returning.
Talitha Anjos
My recent experience at Laura Secord Chocolate was extremely disappointing. As I walked into the store, I noticed a commotion that seemed to be the aftermath of a customer disagreement. Despite the chaos, I approached a sales associate to ask if I could make a purchase. She was just standing there and gave me the go-ahead, so I proceeded to the cash to pick up the chocolate bars I wanted.However, my frustration began when I couldn't locate the white chocolate bars I was looking for. I asked the same sales associate for assistance, hoping for a simple direction. To my shock, her response was far from helpful. She bluntly told me to read the labels, as everything was clearly written there. I explained that I had already done so and still couldn't find what I was looking for. It would have been much faster if she had pointed out the packaging, considering she works there and should be familiar with the layout.I expressed my disappointment, letting her know that her treatment of customers was unacceptable. I decided to take my business elsewhere, as I'd rather spend my money in a place where customer service is valued. I’ve noticed that the store seems to operate with a single employee on the floor, but that should never be an excuse for such poor service. I strongly suggest that management invest in employee training and accountability.Passing by this store frequently, I've noticed it's often empty, likely due to experiences like this one. If improvements aren't made, you risk losing more customers. Perhaps consider installing cameras to monitor customer service interactions, as this could help maintain higher standards.I genuinely hope my feedback is taken constructively and that changes are made to ensure others don't have to endure similar experiences. Good customer service should be the cornerstone of any business, and unfortunately, Laura Secord Chocolate fell far short of that during my visit.
sierra dawn
I work extremely close to this store and refuse to sit idly by while other reviews reflect incorrectly about the quality of the store. Talitha Anjos left a review about a week ago completely bashing an employee with a one sided, purposely vague and inaccurate recollection of events. In this review, she states that there was an “aftermath of a customer disagreement.” This “disagreement” in question was an awful medical emergency regarding the mall security and the employee at laura secord was more focused on ensuring proper attention and support was being given to somebody in need of it. The woman who left this disgusting, slandering review was present during the events that preceded this medical emergency, yet purposefully chose to be rude, inappropriate and completely insensitive to all of those involved. in short, Talitha, you should be absolutely ashamed of yourself for this inhuman and off putting lack of empathy. sending lots and lots of support.
I had an amazing experience and the lady was very kind to us. The icecream is really good and so is the chocolate. The lady that worked there recommended that my little brother had the super hero ice cream and he loved it! The chocolate on top was great! I recommend this place!
Xinghan Li
Amazing service, great iced cream and excellent chocolate.
Shelby Hart
when i deal with the younger ladies they are super friendly and kind and always give me great service! i am not sure what the 1 star reviews are about as i havent had a bad experience but i also dont buy the chocolate i go for the ice cream. i am wondering tho if they changed the recipe to the superkid flavor it used to be super creamy and flavorful but it seems a bit tastless when i got my last order i am hoping it is just the one tub i got my mini tubs from or weather its something they just changed along with many other changes theyve just madei am not impressed they charge for cones now if you buy a tub and want a cone to go with it youll now be charged for it but at least im not charged per mg of icecream anymore.
Shelby M Hart
when i deal with the younger ladies they are super friendly and kind and always give me great service! i am not sure what the 1 star reviews are about as i havent had a bad experience but i also dont buy the chocolate i go for the ice cream. i am wondering tho if they changed the recipe to the superkid flavor it used to be super creamy and flavorful but it seems a bit tastless when i got my last order i am hoping it is just the one tub i got my mini tubs from or weather its something they just changed along with many other changes theyve just madei am not impressed they charge for cones now if you buy a tub and want a cone to go with it youll now be charged for it but at least im not charged per mg of icecream anymore.
Denise Macdonald
Laura Secourd - Quebec ChocolatierChocolate eggs were a disaster! They changed the formula on the yellow eggs and the lavender eggs are now made with rice crisps versus cashews. I bought 40eggs!and I bought 3 boxes of supposed assorted chocolates as per the customer service person Lisa, I believe that is her name and as per the manager. Each box was supposed to be assorted chocolate but, when I got home all 3 boxes were Marichino Cherries and not assorted as I thought. Also, according to my bill, they charged me per individual chocolate which came up to $62.82 not $20 per box as indicated in the store. What a disaster. I called the store to complain and they told me as per their policy the do not do refunds. Very nasty attitude and customer service policy. Wow! I already spoke to friends and family telling them not to buy any Ester eggs from Laura Secourd because it tasted terrible. I bought $150 worth of chocolates today, March 30, 2023 and I am so disappointed. I am going to throw away the eggs because I do not want to give something that tastes bad as gifts. Also, I might add on the boxes of chocolates that no where does it say on the outside of the box as to what chocolates are inside, you have to take the word of the store associates and the little cards/signs in front of the chocolates. I have not tried the new Coconut eggs yet. I will do another post to let everyone know how they taste.In the past we have always enjoyed Laura Secourd Chocolates now I'm going to give it a pass and switch over to Purdys Chocolatiare which hails from British Columbia. That's what you get for poor customer service policy and terrible tasting chocolate eggs, charging the wrong price for chocolates and no labelling of chocolates on the boxes! (I thought that was against the law in Canada for not labelling products and not listing ingredients on the packaging).
Came here on December 26th when Kaylee and Maya were working. I've been a customer since I was a young tot and this is the first time in over 25 years where I've had this low level of customer service. First off, none of them said hi. Maya served me and I noted that the scoop was fairly small to be deemed a regular sized scoop. Looked more like a kid size. When I walked away I noticed she gave me a sample scoop stick instead of a spoon. When we went back and asked for one, they said they were out. My husband and I asked for a refund because our toddler is a very messy eater and couldn't deal with the mess. Kaylee went on in quote, "Well, it's not my fault!!!" And followed with, "Why don't you just get one from the food court?!" Continued with, "You're upset over a spoon?" So we responded with, "It's an ice cream parlor and you guys could've at least said you don't have any spoons instead of sticking a stick in the ice cream" and I also responded with, "That's not the point. Your customer service sucks!"
We've never had such interaction with anyone like this before. These type of people have no level of customer service or class and not sure how they slipped through the cracks during the hiring process. There's a reason why there weren't many people here and based on other people's past experience, people like Kaylee are ruining the business. She had no remedial action or didn't even apologize for any sort of inconvenience. She is an adult with a 3 year old's tantrum.
I don't think management takes these reviews seriously, but it's quite concerning when you see very similar reviews, especially surrounding customer service. I'll never come back to this location.
Atmosphere: 1
Service: 1
Went in the other day with the intention to purchase a few things. My interaction (or lack of one) was so bad I left without the things I wanted.
When I walked in there were two woman behind the cash. One was older, the other younger. Neither of them even so much as looked at me. No "Hello, how are you?" "Can I help you find anything?" Nothing.
While browsing, their conversation caught my attention; they were talking crap about a coworker. Really classy with a customer in the store guys.
After about ten minutes of this I walked right out.
I will never step foot in this location again.
Atmosphere: 1
Service: 1
The manager had great customer service. She was friendly and helpful. The reason for a 3-star rating is that i was dissatisfied with the quality of the imperfect chocolates. I spent about $45, and it tasted stale.
Update: Oct 1 - changed my rating to 1 star. contacted head office. Spoke with a customer service rep (Diane), she was unprofessional, rude, and had poor communication skills. Apparently, the head office is at a physical store location. Diane was not able to offer any resolution to my concern. She quickly placed the call on hold without any explanation. So, at this point, I'm assuming she was getting a supervisor/manager. " Hold the line, i have someone in front of me." She came back on the line to tell me it was a vendor she was serving and how i needed to reach out in the morning to speak with management.
Oct 2 - There were no updates until i sent a follow-up email. The customer service team replied back with a generic email response, which still does not address my quality concerns. See attached photo.
Oct 3 - Alexandra, first off, you only replied back on Google and didn't bother updating your response via email.
My concern about the chocolate tasting off has nothing to do with the esthetics. Chocolate can get spoiled before its expiration date. Some factors can include improper storage. Both boxes clearly lost its flavor, and it's almost as if it's a completely different product. The cocoa being used seems to be lower grade than the signature chocolate sample at the store.
Your company doesn't want to take accountability for selling possibly stale chocolates and just give the customer generic responses about company policy before really diving into the issue.
This leads me to believe that you don't stand by your products. I'm still not hearing any solutions. How about creating a shipping label and getting your quality team to assess the chocolate. Also, maybe try offering some sort of credit or an apology for the customer overall experience!
I would never recommend anyone purchasing products from your establishment. There are so many chocolate manufacturers to choose from. At this service level, people are better off with supporting Lindor chocolate. You guys simply offer cheap quality chocolates. I highly doubt your establishment will stay in business for long.
Food: 1
I went in to buy their ice cream, gotta say that the new sales girls are very polite and friendly.
Atmosphere: 5
Food: 5
Service: 5
Absolutely fantastic staff, the only icecream place I'll go to when I'm in the mall!
Atmosphere: 5
Food: 5
Service: 5
No employees working the store. On their phone in the back hiding. I had to call for help and got the wave...
My experience is great! Walked in. Couldn't decide on ice cream flavors, there's so many decisions to make! Lol! I had great conversation, service & a pretty ice cream cone! Thanks lady!;#sweetday
Was there on 09/12/2023 @ 7pm. My 2 kids were so excited for ice cream. When I went in I saw all the ice cream tub lids closed except for 5 so I asked if there were other flavours she said "that's all we have if you don't like what you see there are 2 other ice cream spots in the mall to go to". My kids ended up choosing their flavors, but when I finished paying, my child's ice cream fell off the cone on the floor. I apologized and picked it up off the floor for her. She was not kind or even empathetic about the situation but rather annoyed, despite the fact that I cleaned up after my child. I've been to other places and seen the same thing happen to other kids, and the stores would always give the kids another scoop and never make the families feel bad about it. I grew up going to Laura Secord with my parents, and sadly, this experience has ruined it, and I will not be returning.
My recent experience at Laura Secord Chocolate was extremely disappointing. As I walked into the store, I noticed a commotion that seemed to be the aftermath of a customer disagreement. Despite the chaos, I approached a sales associate to ask if I could make a purchase. She was just standing there and gave me the go-ahead, so I proceeded to the cash to pick up the chocolate bars I wanted.However, my frustration began when I couldn't locate the white chocolate bars I was looking for. I asked the same sales associate for assistance, hoping for a simple direction. To my shock, her response was far from helpful. She bluntly told me to read the labels, as everything was clearly written there. I explained that I had already done so and still couldn't find what I was looking for. It would have been much faster if she had pointed out the packaging, considering she works there and should be familiar with the layout.I expressed my disappointment, letting her know that her treatment of customers was unacceptable. I decided to take my business elsewhere, as I'd rather spend my money in a place where customer service is valued. I’ve noticed that the store seems to operate with a single employee on the floor, but that should never be an excuse for such poor service. I strongly suggest that management invest in employee training and accountability.Passing by this store frequently, I've noticed it's often empty, likely due to experiences like this one. If improvements aren't made, you risk losing more customers. Perhaps consider installing cameras to monitor customer service interactions, as this could help maintain higher standards.I genuinely hope my feedback is taken constructively and that changes are made to ensure others don't have to endure similar experiences. Good customer service should be the cornerstone of any business, and unfortunately, Laura Secord Chocolate fell far short of that during my visit.
I work extremely close to this store and refuse to sit idly by while other reviews reflect incorrectly about the quality of the store. Talitha Anjos left a review about a week ago completely bashing an employee with a one sided, purposely vague and inaccurate recollection of events. In this review, she states that there was an “aftermath of a customer disagreement.” This “disagreement” in question was an awful medical emergency regarding the mall security and the employee at laura secord was more focused on ensuring proper attention and support was being given to somebody in need of it. The woman who left this disgusting, slandering review was present during the events that preceded this medical emergency, yet purposefully chose to be rude, inappropriate and completely insensitive to all of those involved. in short, Talitha, you should be absolutely ashamed of yourself for this inhuman and off putting lack of empathy. sending lots and lots of support.
Restaurantji Recommends
I had an amazing experience and the lady was very kind to us. The icecream is really good and so is the chocolate. The lady that worked there recommended that my little brother had the super hero ice cream and he loved it! The chocolate on top was great! I recommend this place!
Amazing service, great iced cream and excellent chocolate.
when i deal with the younger ladies they are super friendly and kind and always give me great service! i am not sure what the 1 star reviews are about as i havent had a bad experience but i also dont buy the chocolate i go for the ice cream. i am wondering tho if they changed the recipe to the superkid flavor it used to be super creamy and flavorful but it seems a bit tastless when i got my last order i am hoping it is just the one tub i got my mini tubs from or weather its something they just changed along with many other changes theyve just madei am not impressed they charge for cones now if you buy a tub and want a cone to go with it youll now be charged for it but at least im not charged per mg of icecream anymore.
when i deal with the younger ladies they are super friendly and kind and always give me great service! i am not sure what the 1 star reviews are about as i havent had a bad experience but i also dont buy the chocolate i go for the ice cream. i am wondering tho if they changed the recipe to the superkid flavor it used to be super creamy and flavorful but it seems a bit tastless when i got my last order i am hoping it is just the one tub i got my mini tubs from or weather its something they just changed along with many other changes theyve just madei am not impressed they charge for cones now if you buy a tub and want a cone to go with it youll now be charged for it but at least im not charged per mg of icecream anymore.
Laura Secourd - Quebec ChocolatierChocolate eggs were a disaster! They changed the formula on the yellow eggs and the lavender eggs are now made with rice crisps versus cashews. I bought 40eggs!and I bought 3 boxes of supposed assorted chocolates as per the customer service person Lisa, I believe that is her name and as per the manager. Each box was supposed to be assorted chocolate but, when I got home all 3 boxes were Marichino Cherries and not assorted as I thought. Also, according to my bill, they charged me per individual chocolate which came up to $62.82 not $20 per box as indicated in the store. What a disaster. I called the store to complain and they told me as per their policy the do not do refunds. Very nasty attitude and customer service policy. Wow! I already spoke to friends and family telling them not to buy any Ester eggs from Laura Secourd because it tasted terrible. I bought $150 worth of chocolates today, March 30, 2023 and I am so disappointed. I am going to throw away the eggs because I do not want to give something that tastes bad as gifts. Also, I might add on the boxes of chocolates that no where does it say on the outside of the box as to what chocolates are inside, you have to take the word of the store associates and the little cards/signs in front of the chocolates. I have not tried the new Coconut eggs yet. I will do another post to let everyone know how they taste.In the past we have always enjoyed Laura Secourd Chocolates now I'm going to give it a pass and switch over to Purdys Chocolatiare which hails from British Columbia. That's what you get for poor customer service policy and terrible tasting chocolate eggs, charging the wrong price for chocolates and no labelling of chocolates on the boxes! (I thought that was against the law in Canada for not labelling products and not listing ingredients on the packaging).
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