Vivien R.
Yelp
First of all, it pains me to write a bad review. I've been going to this bakery enough that I consider myself a good customer. However, what happened couple weeks ago was very disappointing.
My family had a 100th birthday party at Ocean Palace for our mother. The nightmare began when I went to pick up the birthday cake (for 70 people, with specific Chinese writing on the cake), I was told by the son that they forgot to make the cake! Are you serious??? I called 3 days ago to talk to the father (the owner) and told them specifically what I wanted written on the cake in Chinese and English. He told me "Sure, sure, don't worry, I'll make it good, and I'm giving you a discount, $138...". Sounds good right? There's no reason I had to call and confirm that morning of the party, right? Boy was I WRONG ! It was after 5 pm in the afternoon, they close at 6 pm, and where do you think I could get another birthday cake for 70 people? You just don't forget or get confused making a 100th birthday cake for your customer! (Even now I still didn't tell my mom that this happened!) All the son and her mom said was "Sorry" and could not offer me any solutions. (If this was my business, I would have offered something, anything, to try to help...) So the son called his father (owner), and of course all he said was "sorry". I was furious and not to mention, worried what to do at 5:30 pm, and guests were starting to arrive at the restaurant. We went back and forth for about 15, 20 minutes, the owner finally said to let me have this other cake (for 40 people). He said they can cut it smaller and it will be enough. At this time, I had to settle with this other cake. The son boxed it up for me, and I was waiting to see if he was going to make me paid for their mistake. He said nothing. Then I said "you're not going to charge me, right?" He said he personally would not, but it was not up to him, and called his father again. The father got on the phone and told me that he already apologized, and how could I pick up the cake and not paid, and that's wrong! So why did I ot want to pay? here are the reasons:
1. Why did they not offer me the other cake the first place? I would have been
glad to pay at the beginning, because wrong cake is better than no cake at
that point
2. It was a big mistake on their part, they offered no help for 20 minutes until
they realized I was not leaving, then said that I could have this cake for 40
people. They knew about this cake back there(probably for another
customer). Why would I want to pay for the cake that was not meant for
my party. It was a cake, but not "MY" cake that I ordered!
3. When the owner found out I didn't want to pay for the cake, he turned the
table on me and said that I was wrong, and how could I not pay for the
cake. And now I'm the bad guy?
4. Because of their mistake, I was so late to my own party, guests were there
already, and my mom was upset that I wasn't there yet (I did not tell my
mom what happened.)
5. I felt like all they care it's the money. This business does not respect their
customer even when the customer is right.
At the end I did pay. I didn't agree with it. I threw down a $100 bill, and the son gave me $20 back. I told myself that I would never set foot in this place again. It is sad that these people know that I'm not a new customer. I used to take my mom, and daughter to this place often through the years. The fact that they can treat return customers like this tells me one thing about businesses in Chinatown. This bakery along with some other businesses will always take their customers for granted. They know they offer good food that most Chinese will always go back to them regardless of their bad services. So they will not miss my business and continue to behave the same way as long as they're in business.
I wished I could give a "zero" star, but it was not a choice. I can do without their egg tarts or birthday cake. I want to go to a place where employees and owners respect their customers!