**Update: They brought the issue up with head office as more people shared similar feedback. They will post pictures beside the items so customers know what to expect. They also offered me a gift card. Glad to see they take customer feedback seriously. **
Pretty disappointed with our last purchase here. We've gotten gelato pints in the past at some of their different locations and loved it. We found the pistachio gelato in particular to be delicious with many chunks of pistachios in each bite. It's so good that we tell everyone about it.
When we saw on their Instagram they were now offering gelato cakes, we were super excited to get it since we had such good experiences with their pints. The video they posted of their pistachio gelato cake looked heavenly, and it influenced us to order an 8" pistachio gelato cake.
When we opened the box, we were a little confused because it didn't look like the one they posted in their video. The one we got was much shorter and had way less pistachios on top. The website described the cake to have a double layer of pistachio gelato, but this did not look double layered at all. However, the one in their post seemed double layered as it looked a lot taller (double the height of ours), which confused us even further. Our cake also only had bigger pieces of pistachios around the perimeter of the cake and like a dusting of ground pistachios in the middle. The cake in the post had big pieces of pistachios all around the sides of the cake. Our cake's gelato also seemed to have less pistachios than what we've had in their pints. We double checked that we ordered the right thing, and we did. We even reached out to their instagram page to make sure we got the right cake and expressed our confusion/disappointment.
Their response/lack of response really left us with a negative experience. They basically said we did receive the right cake - it is double layered, but we can't see the two layers because they're blended into one. They said the recipe is made by using weight, but perhaps they could add more pistachios. They do put a lot of effort and heart into. They said they were sorry our cake didn't look like the professional shots and offered us some complementary scoops of gelato.
We said we appreciate the effort and heart they put into their products, especially since we were past customers with great experiences. However, many people heavily rely on social media these days to know what to order, so it will only cause further customer dissatisfaction if you post something you don't actually offer. The cake shouldn't be advertised like that if that's not what the customer will receive. We asked what cake on their site we needed to order to get the one in their post. The one in their post looked like a 6" and we ordered the 8", so we were expecting it to look the same but wider.
We didn't end up getting a response after that, so it left a bad taste in our mouths.
Three stars because the flavours are great, but the customer service is not. Stick to the pints. read more