Jeng L.
Yelp
On our latest two visits, BAKE Cheese Tart felt like a completely different store compared to the amazing pastry shop it once was when it first opened at Century City.
My wife and I noticed that the store had introduced new products, such as the Hokkaido Milk Soft Serve. We tried it, but it didn't look like what was advertised and, to be honest, didn't taste as good as McDonald's Vanilla Soft Serve, which was disappointing.
The reason for my 1-star rating is that I've been a loyal fan (I even collected stamps for purchasing a half-dozen tarts at a time) and was close to completing my stamp card for the premium reward. After collecting my final stamp, I was told the store no longer honors the reward. This was extremely frustrating, especially considering it takes me 40 minutes each way to drive to the store, and the parking situation at Westfield Mall is already challenging. To make matters worse, there's no valid phone number for the store to address any inquiries.
The store seems to be run by just a pastry chef and a cashier, and neither of them was able to contact the store manager for assistance. On 8/31, I visited the store and politely asked the employee to have the store manager, Mary, contact me. I left my name and phone number, but despite my efforts, it has been over a week, and I've received no response from Mary.
Overall, what was once a delightful bakery has become a frustrating and disappointing experience. Poor customer service, unfulfilled loyalty programs, and lack of communication have significantly impacted my opinion of the store. I hope management takes these concerns seriously and works to restore the great reputation BAKE Cheese Tart once had.