Dolce & Gâteaux - Montreal, Quebec H3B 2B6 (Place Ville Marie)

Worst customer experience ever | by Eve on Dec 20, 2018

My first experience at Dolce Gâteaux was terrible. I decided to order a coffee at their Bonaventure location, but their table was broken, with the result of catapulting my full hot coffee all over myself, bag, pants, coat and scarf included, as soon as I sat. The employees there were not helpful at all, they were rude and lied that they were the owners when I asked for a refund, which they refused. They even didn't want to rinse my scarf (I had to insist a lot), they basically wanted me to go away all wet. They also treated me as if it was my fault (and insinuated it as well), although it was the table which was clearly broken. They didn't feel bad at all for what had happened and didn't want to provide any help. I later called the real owner, who offered me some cupcakes, but when I went to meet with her at the Bernard location, it turned out very sour. First of all, she made me wait for about 30 min in the store before I could talk to her. I was very nice with her but when I mentioned that some friends had suggested that I could have sent her the dry-cleaning invoice but that I had decided to clean all the stuff myself and not to go there, she started to yell at me and became really, really agressive. She left, leaving me in utter confusion. So I decided to stay in the shop, hoping that she would calm down. I was able to talk to her 30 min later, but she was still very angry. She told me I was making her waste her time (when truly, I'm the one who had to spend a whole afternoon to clean all my stuff and who lived this displeasing experience) and asked me three times if I had cancer (?!?!). She then came very, very close to my face, I'd say about 3 inches close, looking at me straight in the eyes, and told me ''Do you know who I am? You don't know who I am and you don't wanna mess with me. I can cause you a lot of trouble. Really, a lot of trouble.'' So I asked her if she was threatening me, because obviously I wasn't threatening her. I also asked her why she was so angry. Eventually I was able to calm her down, but she also threw some names at me, calling me an opportunist. Common, we are talking about 6 cupcakes she offered me in the first place, it is worth less that 20$, it is really not worth it. She also said that she was not responsible for her employees, which kind of shocked me because of course she is! When I first talked to her on the phone, she asked me not to put a bad review. She guilted me saying ''Why do you want do to bad to my store?''. That's also the reason why I wanted to meet with her, because truly, I didn't want her any harm. But after that encounter, I knew that I had to put a review. They are selling cakes and cupcakes for big occasions, weddings, anniversaries, etc. If everything goes well, then good for you, but if you have a problem, good luck dealing with them. Really, you might run into a lot of trouble that could ruin your event.