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| - Milton Location: If only yelp allowed for 0 review rating. (TL;DR at the bottom)
DunknDip was a refreshing alternative from your biggest competitors Spin Dessert Cafe and Caffe Demetres and since my first visit 4 weeks ago, we have brought our whole family for desserts on 3 separate occasions. The LAVA Cake is our favourite dessert.
On Nov 30th it was my birthday and when I was asked where I would like to go to dessert, without hesitation I picked DunknDip Milton.
This was a mistake. The staff always made us feel rushed from the moment we were shown to our table. We waited for 10 min and no one had still come to take the order, let alone provide water. Cutlery on the table was visibly dirty and when we requested for a spoon the waitress brought out another dirty one. When my father-in-law finally spoke up to request a cleaner one, she simply wiped it with a tissue at the table-side and mentioned that this will have to be because they are extremely busy. We looked around and there were approximately 4 tables with guests *one of which was ours*. Completely unacceptable in service industry.
Finally after nearly 15 min *our first interaction since the time we were seated*, a waitress came to take our order. We ordered the "BACK TO THE FUTURE" waffles and a Red Velvet Cake. We Between 5 of us we were ready to get 4 desserts, however given the service we restrained ourselves before placing the order for remaining 2 people. When we received our dessert, it did not match the description waitress had provided. After taking one bite each we unanimously agreed that waffles were abnormally cold and tough to break apart with barely chocolate drizzled making it very dry and hard to swallow. We STILL had not been served water making this experience that much worse. When we were able to finally capture the waitress's attention, we were served with 3 glasses and a bottle of water between 5 adults. She promised as soon as she can she will grab the remaining 2.
Sometime went by and we had to request for glasses once again. No one came to follow up on how we were doing with our desserts. We finally requested to speak to the manager and to our surprise came to know there was no one on duty. We were told that Silvia (Manager) would be working the following day after 2PM. We decided to leave and speak to her about our experience the following day.
This is when situation went from bad to worse. My wife spoke with Siliva and highlighted the concern. Instead of offering a solution on the spot she mentioned she will call us back later in the day. We did not hear back from her. The following day we decided to follow up with her and called her back. She mentioned that it was really busy and hence she could not return the call. We understand that service and food industry can be unpredictable, but we at least expected her to follow up with any sort of updates.
When we did speak to her Dec 3 around 2PM, she did not offer any proactive solutions that one would expected from a manager to help demonstrate that customer service is of value and priority to DunknDip organization. We finally spoke out and mentioned that we would like to return with the same individuals in the coming week and hopefully she can offer us complementary desserts as a means to reestablish our trust in customer service at DunknDip.
She agreed and we made plans to visit the place on Wednesday Dec 7.
Later in the evening we received a follow up call from Silvia withdrawing the earlier offer. She mentioned she had a chance to speak to the waitress, and how it was mentioned to her that the dessert was half eaten and we did not pay the bill. Although we had already been over the night's experience with her again, we mentioned clearly that in a group of 5 we each tasted the dessert with one bite each before sending it back. A competent manager would understand that before talking to us in an accusations tone.
So in conclusion, i'd like to bring this to light in hopes the upper-management holds higher standard of customer service than Silvia at DunkNDip.
I apologize for the long email and appreciate you taking time out to read this.
TL;DR - Rushed service, stale/cold waffle, no water for the table. Manger has worse customer service than staff. Invited us back for a complementary visit only to follow up later by telling us we lied to them and ate without paying.
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