Amila W.
Google
ABSOLUTELY DISAPPOINTING EXPERIENCE – Unprofessional and Poorly Managed!
I rarely write negative reviews, but this experience with Sponge Pastry Shop was beyond unacceptable.
From the very beginning, the customer service was a complete disaster. They never answered their phone when we urgently needed assistance for a quick pickup and delivery due to an unforeseen situation. We tried calling several times and waited for over 20 minutes, only to be ignored with excuses after excuses. This is not how any service-based business should operate, especially when customers are relying on timely communication.
To make matters worse, they kept asking for balance payments despite the fact that full payment had already been made and the receipts were shared. Their staff and management seem completely disorganized and obsolete in how they handle orders and clients. There’s clearly no accountability within their team.
Now let’s talk about the actual product — the customized 3kg fondant cake I ordered for my son’s birthday. Honestly, it was the worst cake we’ve ever had. The fondant was like chewing gum, impossible to cut even with proper cake knives, and it completely separated from the ribbon cake underneath, which also crumbled apart. The cake was a structural failure, and we were embarrassed in front of all the children and teachers at the party. It ruined a special moment for our child.
When we attempted to contact them to lodge a complaint, they conveniently vanished — no management, no response, and no willingness to take responsibility. Their behaviour was nothing short of pathetic and unprofessional. Clearly, they don’t have any process in place to handle customer concerns.
This shop has no business taking customized cake orders, especially when they can’t even deliver on basic quality or communication. I will never recommend them to anyone — not for cakes, not for any service. A true disgrace to their own brand.
