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.
Atmosphere: 2
Food: 4
Service: 1
Shikha Somwanshi
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.
Atmosphere: 1
Food: 1
Service: 2
Grace Severn
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!
Atmosphere: 5
Food: 5
Service: 5
shawn tuff
Great all around will use them for all events
Atmosphere: 5
Food: 5
Service: 5
Lea Ann Davies
Do NOT buy cakes from here. Firstly horrible experience ordering as not really willing to help and none of them like cake so don’t taste their horrible product they are sending out. I emailed them no response so here is my review. One cake looked beautiful then it started to bubble. In the middle it was rising like a mound and the side started to bubble. Was to be a banana with caramel center. OMG the banana was flavouring and tasted like medicine unstable. The other the center started sinking in. We didn’t cut into this one as my daughter bought a cake from another place and beautiful and delicious. I imagine the one that sunk in the middle has so much icing it’s disgusting. Plus not even close to picture. SAVE YOUR MONEY GO ELSEWHERE.
mark bray
I just wanted to share my experience with Sugar Chalet. They are reliable, talented and made a cake that was awesome, delicious and had a dozen cupcakes that kept with the theme. I showed them an idea and they ran with it, making it perfect and well within my budget. I would definitely recommend them … my husband Mark loved it … thank you so so much
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cakes
Paul Harris
Cake made on pretty short notice. Looked and tasted amazing.
Atmosphere: 5
Food: 5
Service: 5
Beth Cannings
I ordered a cake over the phone, explained that I wanted exactly what they posted on their Facebook page. Picked my cake up, glanced at it and left. When I arrived home I opened the box to a completely different cake than what I asked for. I called immediately and explained, they asked me to send photos, I did so immediately. They didn’t respond as it apparently went to their junk email even though they were expecting it. I sent a second email and got an extremely condescending response, yes I was upset and had to use the “temu” cake because by this point I didn’t have another choice or response. Their excuse was that they didn’t have the same decorator on that day. Seriously? You advertise one thing and produce something completely different. I was actually embarrassed with this cake, it certainly did not look like it was professionally done. I was offered a store credit, as if I would give you another cent of money. If that was the cake I ordered, no problem, but it was not. The colours were completely off, there was some kind of a black border that was not in the original photo, it was missing features such as the eye. Your customer service is absolute garbage, you should definitely learn how to run a business because had you rectified the situation rather than come at me in a condescending manner, I may have just let it go. Unfortunately for you, you chose to treat your customer like I am nothing and keep my money for the service that you did not provide properly. Reviews speak for themselves, there are so many poor ones and now I know why. I also notice your responses are just as poor to others. You really need to do better.
EDIT TO YOUR RESPONSE: ummm, these are the actual photos, one from your Facebook and then the actual cake you gave me. Even you’re embarrassed about this work. You never once offered to give me a new cake, you asked if I wanted to drive from Bowmanville back to Oshawa to see if you could “possibly” fix it. There’s that great customer service again, try to make me look like a liar, just as I see you do to others when they don’t provide perfect reviews, maybe you should’ve made it right to begin with.
Food: 1
Service: 1
christian mallam
Despite my lack of planning on a gender reveal, the team at sugar chalet pulled together cupcakes for a gender reveal for my baby boy! I suggest to anyone to call ahead for gender reveal cupcakes but these guys really bailed me out.
Thanks so much and they were REALLY delicious.
Atmosphere: 5
Food: 5
Service: 5
Olivia Siciliano
Loved how our cake/cookies turned out! They created our vision perfectly! 🤍
I’ve never left a bad review because I believe if you don’t have anything nice to say, you shouldn’t say it but I noticed others had the same experience I did so I believe that the bakery could use the feedback, especially since it relates to weddings. I want future brides to be happy. I ordered my two tier wedding cake from Sugar Chalet since it was recommended to me. However, the packaging for transport was unacceptable. They did not have proper packaging for a two tier cake. I thought they were just accidentally out until I saw someone else’s review. The other review said “the open box was not even wrapped for protection during transport which felt careless given this was such a big occasion.” Same experience. I have attached a photo of mine. We were very careful during transport but unfortunately, due to the bad packaging, the cake was damaged. Please see other photo (smushed and cracked) . My wedding venue (bless them) decided to remove all the icing and redecorate the cake for me. I would have rather ordered a cake from the grocery store over this one. The lemon cake tasted good but we had a different flavour on the bottom and it tasted like box cake (in my opinion). I hope this bakery takes the feedback and orders some proper packaging. I would also say the communication was lacking. They hardly respond to emails so to get in contact, you have to call. I gave two stars because the cake was ready on time and the decorating was good (before it got ruined)…
Atmosphere: 2
Food: 2
Service: 2
kayla alexander
Absolutely amazing cake, the detail was so beautiful!
Atmosphere: 5
Food: 5
Service: 5
Ashley McIlwrick
This is our first time being able to order a custom cake for our son with severe peanut allergies. The people at Sugar chalet were absolutely fantastic to work with super understanding and supportive as we had never ordered a professional cake before. The cake itself was absolutely delicious. Looks beautiful and was exactly what my son wanted and everyone thought it was absolutely stunning. We can't wait to get another sugar, chalet, cake, or cupcake, or our other favourite jumbo chocolate chip cookie.
Atmosphere: 5
Food: 5
Service: 5
Wayne Pringle
Bakery. They make your occasional cake your way, with quality and a great taste . Orders need to be placed a few days before the ocassion happens
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Two Tier Birthday Cake
JASMEET SINGH
The worst chocolate cake I have ever had. The coating was so sweet and I could even feel the sugar crystals in cream. Not recommend.
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.
Atmosphere: 2
Food: 4
Service: 1
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.
Atmosphere: 1
Food: 1
Service: 2
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!
Atmosphere: 5
Food: 5
Service: 5
Great all around will use them for all events
Atmosphere: 5
Food: 5
Service: 5
Do NOT buy cakes from here. Firstly horrible experience ordering as not really willing to help and none of them like cake so don’t taste their horrible product they are sending out. I emailed them no response so here is my review. One cake looked beautiful then it started to bubble. In the middle it was rising like a mound and the side started to bubble. Was to be a banana with caramel center. OMG the banana was flavouring and tasted like medicine unstable. The other the center started sinking in. We didn’t cut into this one as my daughter bought a cake from another place and beautiful and delicious. I imagine the one that sunk in the middle has so much icing it’s disgusting. Plus not even close to picture.
SAVE YOUR MONEY GO ELSEWHERE.
I just wanted to share my experience with Sugar Chalet. They are reliable, talented and made a cake that was awesome, delicious and had a dozen cupcakes that kept with the theme. I showed them an idea and they ran with it, making it perfect and well within my budget. I would definitely recommend them … my husband Mark loved it … thank you so so much
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cakes
Cake made on pretty short notice. Looked and tasted amazing.
Atmosphere: 5
Food: 5
Service: 5
I ordered a cake over the phone, explained that I wanted exactly what they posted on their Facebook page. Picked my cake up, glanced at it and left. When I arrived home I opened the box to a completely different cake than what I asked for. I called immediately and explained, they asked me to send photos, I did so immediately. They didn’t respond as it apparently went to their junk email even though they were expecting it. I sent a second email and got an extremely condescending response, yes I was upset and had to use the “temu” cake because by this point I didn’t have another choice or response. Their excuse was that they didn’t have the same decorator on that day. Seriously? You advertise one thing and produce something completely different. I was actually embarrassed with this cake, it certainly did not look like it was professionally done. I was offered a store credit, as if I would give you another cent of money.
If that was the cake I ordered, no problem, but it was not. The colours were completely off, there was some kind of a black border that was not in the original photo, it was missing features such as the eye.
Your customer service is absolute garbage, you should definitely learn how to run a business because had you rectified the situation rather than come at me in a condescending manner, I may have just let it go. Unfortunately for you, you chose to treat your customer like I am nothing and keep my money for the service that you did not provide properly.
Reviews speak for themselves, there are so many poor ones and now I know why. I also notice your responses are just as poor to others. You really need to do better.
EDIT TO YOUR RESPONSE: ummm, these are the actual photos, one from your Facebook and then the actual cake you gave me. Even you’re embarrassed about this work. You never once offered to give me a new cake, you asked if I wanted to drive from Bowmanville back to Oshawa to see if you could “possibly” fix it. There’s that great customer service again, try to make me look like a liar, just as I see you do to others when they don’t provide perfect reviews, maybe you should’ve made it right to begin with.
Food: 1
Service: 1
Despite my lack of planning on a gender reveal, the team at sugar chalet pulled together cupcakes for a gender reveal for my baby boy! I suggest to anyone to call ahead for gender reveal cupcakes but these guys really bailed me out.
Thanks so much and they were REALLY delicious.
Atmosphere: 5
Food: 5
Service: 5
Loved how our cake/cookies turned out! They created our vision perfectly! 🤍
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
I’ve never left a bad review because I believe if you don’t have anything nice to say, you shouldn’t say it but I noticed others had the same experience I did so I believe that the bakery could use the feedback, especially since it relates to weddings. I want future brides to be happy. I ordered my two tier wedding cake from Sugar Chalet since it was recommended to me. However, the packaging for transport was unacceptable. They did not have proper packaging for a two tier cake. I thought they were just accidentally out until I saw someone else’s review. The other review said “the open box was not even wrapped for protection during transport which felt careless given this was such a big occasion.” Same experience. I have attached a photo of mine. We were very careful during transport but unfortunately, due to the bad packaging, the cake was damaged. Please see other photo (smushed and cracked) . My wedding venue (bless them) decided to remove all the icing and redecorate the cake for me. I would have rather ordered a cake from the grocery store over this one. The lemon cake tasted good but we had a different flavour on the bottom and it tasted like box cake (in my opinion). I hope this bakery takes the feedback and orders some proper packaging. I would also say the communication was lacking. They hardly respond to emails so to get in contact, you have to call. I gave two stars because the cake was ready on time and the decorating was good (before it got ruined)…
Atmosphere: 2
Food: 2
Service: 2
Absolutely amazing cake, the detail was so beautiful!
Atmosphere: 5
Food: 5
Service: 5
This is our first time being able to order a custom cake for our son with severe peanut allergies. The people at Sugar chalet were absolutely fantastic to work with super understanding and supportive as we had never ordered a professional cake before. The cake itself was absolutely delicious. Looks beautiful and was exactly what my son wanted and everyone thought it was absolutely stunning.
We can't wait to get another sugar, chalet, cake, or cupcake, or our other favourite jumbo chocolate chip cookie.
Atmosphere: 5
Food: 5
Service: 5
Bakery. They make your occasional cake your way, with quality and a great taste . Orders need to be placed a few days before the ocassion happens
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Two Tier Birthday Cake
The worst chocolate cake I have ever had. The coating was so sweet and I could even feel the sugar crystals in cream. Not recommend.
Atmosphere: 1
Food: 1
Service: 1
Loading...