They put a big piece of coloured plastic (black and red) to surround the 8" durian cake that I ordered and they taped the plastic which made it difficult to remove it (usually the bakeries put a small transparent plastic to surround the cake without the tape because it is easier to remove it this way). Also, the coloured plastic was unnecessary for the kind of cake that I ordered (usually it is used to stabilize the mousse cake but mine is a cream cake). The coloured plastic made the cake look ugly, and it gave them an excuse to put less cream and decoration for the cake.
Everything was tasteless - the cream (powder taste), the durian meat (weak taste mixed with cream), the sponge cake (minimal egg taste), and the fruits on top of the cake (they did not have the clear sugar glaze for the fruits; they tasted bitter and the kiwi still had bits of skin on - it was gross). The cake was nasty because the flavour of the ingredients was minimal and it was not sweet. It deterred you from finishing it. In addition, there was a small piece of debris (brown shell) in the cake; it was scary. They did a poor job for the cake (it was just big and heavy - quantity over quality); it was very disappointing.
In terms of the service, the staff asked me to pay some deposit when I ordered the cake at the store. It was unusual for bakeries to ask customers for deposit because usually customers pay when they pick up the cake (e.g. when you order the cake by phone then you pay when you pick it up). When I went there to pick up the cake, the staff did not greet me, look at me, or talk to me at all; she just took my receipt and retrieved the cake. She did not even say 'thank you' and she looked annoyed. The staff should be happy to get the whole cakes for customers because the whole cakes are the most expensive item in the store and they are celebratory. The fact that she just taped one small candle with the plastic knife on the box without asking was unprofessional.
Cakes are about happy occasions. But their cake made me feel terrible after eating it. They charged me $80 for the cake. It was not even worth half the price with the service.
P.S. The bakeries always have a catalogue of cakes for customers because the store would not have all kinds of cakes available in the fridge. Then the staff would explain to customers of their design capabilities. That is service. The fact that the bakeries do not provide a catalogue to customers and just give customers a price list instead means they want to limit the choices for customers by just showing the customers the cakes in the fridge. That means they do not want customers to be happy. If the staff do not want to sell to customers, that means they do not want business. read more