Nova Era Bakery - Ajax, Ontario L1T 0J9 (Somerset Plaza)

Custom 17th Birthday Cake | by Marcia S. on Oct 04, 2020

Prefacing this with the note that I seldom provide reviews but I thought my most recent experience was worth a posting. Sep 24 (Thurs): Visited the Ajax location and enquired about a birthday cake for my 17 year old. The young lady who attended was pleasant and advised that my best option was to request a quote online and if there was something specific an image can be attached and it usually requires 4 days (They only have kids' birthday cakes in their sample book). The very next day submitted with a quote request for delivery on Oct 2 delivery. Sep 26 (Sat.) Called the Ajax location since I received no response to the quote request; after being passed to 3 front end staff because they didn’t speak English very well (repeating the request each time); finally I was passed onto someone who advised that Toronto kitchen that does the baking will respond on Tuesday because Mondays they don’t work. The woman advised to call the Toronto location (there are several) without giving me any guidance as to which location at the very least if I didn’t hear anything on the Tuesday. Sep 29 (Tues.) Called a Toronto location again explained situation was provided a number for Ana at Head Office. Thankfully Ana answered immediately and found my request. Ana explained with my request the number of guests was too small for my choice and I indicated that’s fine go ahead with the same size of cake. After a few email of confirming details and e-transferring my 50% deposit the order was confirmed. Oct 01 (Thurs): My online request clearly indicated Ajax as the pickup location. So I called the Ajax location and again repeated my now confirmed order and asked what time will the cake be available for pickup and was advised that there is no such order; speaking with another 3 persons who didn’t understand English, eventually a woman was able to advise that she would have to follow with Head Office and call me the next day since kitchen was now closed. (Never was I asked my contact number, so I assumed -my error- that they had caller display). Nothing I could do but wait till the next day. Oct 02 (Fri.) After hearing nothing from the Ajax location, around 10:30 AM I called again, this time a gentleman answered (he was pleasant and professional) explained the reason for my call, he listened and immediately asked my contact number and said he will find out where was the cake. Within 10 mins, I received a call from Ana (the same) and apologetically advised that the Pastry Chef had overlooked my order (Human error). Ana was sincere, professional and advise the cake would be done right away; there was time. She offered to Uber it to my home or the Ajax location or wherever I needed at no extra cost. Chose the Ajax and my friend will pick it up between 4 to 5 pm. My friend was there around 4:25pm, only to be advised that there was no cake and she also went through another round of speaking to 3 persons or more (my friend was quite frustrated because I had provided her with the details for pick up) during which the Uber driver appeared with the cake with the only instructions to drop off; no paperwork or heads up phone call to the front staff as to what to expect. I also received an email that cake was delivered by Uber and I confirmed since I was on the phone with my friend at the same time. Ana and to the gentleman who took my call I truly appreciate your professionalism and my only request is please train your front-end staff how to manage such developments; life happens. Note: The cake was well made and was delicious. I was not charged the remaining 50%. I will remain a customer.