Jen Wiens

Google review

The gluten free baked good are not fresh. When I got home the sides and corners of the square were dry and hard. This should have been sold at a day old price. When we messaged the manager we received this response “ Thank you so much for bringing this to my attention. I can definitely pass this feedback to our bakers to look into this.” Disappointing customer service. Nothing was done to make it right. Not sure we will be back. In response the reply below from Ce, we tried to call the bakery right away. There is no phone number to connect with the bakery. We then sent the following emails: Hello - I come by your bakery about once a month to grab various baked goods for my family after visiting Union Wellness. I look forward to it - and my family and I always enjoy your treats. Today - I spent $18 - one of the items I grabbed was a GF brownie. It did not meet our expectations and fell way way below quality that I associate with your bakery. Its freshness and taste was that of at least a day old. All corners and sides were dry and hard. I would appreciate your feedback. The next day we received this response: Good morning, Thank you so much for bringing this to my attention. I can definitely pass this feedback to our bakers to look into this. Our apologies and thank you again for bringing this to our attention. Kate |She/Her Office Manager Our reply within 20 min of receiving the email from manager Kate was this: Disappointing customer service. No offer to make things right to ensure we would like to come back. We will be leaving a google review. Kate then replied with this email: I’m sorry to hear that. I work remotely strictly as office staff and need authorization from our bakery staff before offering up a solution. With it being Easter, the bakers are up to their necks in dough and batter, but this is being looked into. I do know that all of our brownies are never baked and sold the same day as they require a resting period before they can be iced, and then another rest period before being able to be cut and served. I’m waiting to see if the bakers can provide some insight on the current batch that you would have purchased yesterday. As soon as I hear back, I’m happy to reach back out. I can offer a replacement brownie for you, but will need a time and day you wish to pick it up so I can have the staff do so. Thank you. Kate |She/Her Office Manager The google reply from Ce is very confusing and does not correspond to the emails sent. We were offered a gluten free brownie after our second reply. Not sure what you mean by batch samples? The batch was not marked down when we made the purchase. My email did not state that we would not be back or would not recommend this location. Second response had no reply of “mistakes happen” I’m confused how this has become my problem rather than your store trying to make it right and provide good customer service. Response from the owner an hour ago: Hey Jen/Kelly, thank you so much for your message. When you messaged we did indeed thank you for reaching out and assured you we would do batch samples. We then messaged back upon checking the quality to let you know the item was indeed not up to standard. Your response was less than open for communication so we did not offer you any compensation because you had already stated " this is not a place I will frequent or make recommendations for". What you didn't see was that we marked the entire batch down to 80% off until sold later that day. As mentioned upon our second response to you. "Mistakes happen, we are human and we truly appreciated your initial message" . It gave us a chance to know something was wrong and to deal with it swiftly. Thank you for posting here, it allows us to respond again and show you that swift response and action is always taken when trying to rectify an error on our end as a team. Best wishes, -Ce

Heather E

Google review

We just had a celebratory dinner here and were so impressed with the menu options. It had the best vegan and gluten-free menus any of us had ever seen! Wonderful choices! Food and service were excellent, and we received a corner table which we had asked for, if it was available. We will definitely go back.

Madison R

Google review

This was my first time coming here and maybe won't be my last. Luke was our host and was incredibly sweet and informed of the meals that were offered. This establishment offers gluten free and plant based options. Some of the things pointed out: the fries that came with the fish and chip plate were soggy, small in size and were nothing compared to the sweet potato fries that had come out as the starter (which were hot, crispy and so flavorful). It was also super odd that avocado came with the fish and chips... And just the second thing that was missed was that when I had placed the reservation (under my mothers name) I had also stated that this was for a birthday - I don't know if this is the restaurant not looking at the special occasion notes when we reserved or if it's an Open Table issue, but my fathers birthday went unacknowledged after hoping to catch him off guard... In the end, it was us who was caught off guard that we couldn't celebrate him. Overall, I'd like to try and give this place another fighting chance. For 5 meals, 2 starters and 10 drinks (2 drinks each person), our bill after tip was roughly $390.

Michelle Xu

Google review

lovely cafe in uptown waterloo! their menu has a wide variety of breakfast/lunch options and they also have tasty baked goods (gluten free options available!). Lots of seating available as well with a 2 hour wifi limit

Eileen McLaughlin

Google review

Great food with gluten friendly options. Thank you Caprice for the fantastic service!