Put in online order for next day pick up in the avo. They didn’t have our order ready!!! They said they didn’t receive any order and it didn’t get sent to them ( ok???) $140 worths…including cake, cake pops and cupcakes etc…we were given the ones on display…. Had personalised writing on the cake, nothing, was given the one on display also. Very… Read more
disappointed. Good to ring and double check if ordering online, unfortunately for me…it was too late. Use to have best service before, nice and clean and lots to chose from. They need to clean and wipe the top of the display shelf too.
If I could I would be providing zero stars. Purchased a cake online that was at the wrong location, was unable to collect for the event due to this. Was told by staff I could collect at a later date which was arranged. When going to collect the cake I was told I had already collected it, which was not true. Staff refused a refund or reimbursement… Read more
of my cake and pops until my male partner walked in then their tune changed and they replaced my items. Incredibly disappointed by the service and will not be returning or advising others to do so. Zero stars.
Extremely disappointed and frustrated with my experience with The Cheesecake Shop, particularly the way my online order and payment issue was handled. I placed an online order last Friday evening, specifically selecting the Lake Haven NSW store. The money was taken from my account and my credit card was charged, however I did not receive an order… Read more
confirmation or confirmation number at all via email as per what is supposed to take place.
As I was concerned that the order may not have gone through, I contacted the store to try to resolve the issue. Instead of properly investigating the payment and order details, I was told that I had apparently placed the order with a different store. This is completely false. I specifically selected Lake Haven when placing the order.
I provided proof that the payment had been made, yet despite this, my mother was ultimately made to pay again when she attended the store last Sunday to pick up the cake. This was particularly frustrating because I had already contacted the business and specifically explained the situation and provided evidence of the original transaction.
I was then made to feel as though the problem was somehow my fault because the payment information apparently showed a different business/location. However, anyone who regularly shops online understands that the business name or location appearing on a payment transaction does not necessarily mean that is the physical store where an order was placed. Payments can be processed through head office, a central payment system, or another business entity associated with the company.
The fact remains that I selected the Lake Haven store, the funds were taken from my account, I had proof of payment, and the matter was not properly resolved before my mother was asked to pay again.
This was an incredibly frustrating experience and, more importantly, it demonstrated a lack of communication and willingness to properly investigate what had happened.
The business has now received $80+ for a cake that was $37 online with my discount. Since the Lakehaven store will take no accountability at all and told me they were “too busy” to help in any way. I have had to call and email the head office number with multiple unanswered calls, voicemails and emails, all of which have not been acknowledged since Sunday.
Do yourself a favour and do not use this business as they have zero customer service.
The Cheesecake Shop need to investigate what happened with its online ordering/payment system and to review how situations like this are handled in future. Customers should not be put in a position where they have paid online, can provide evidence of that payment, and are then expected to pay again because the business cannot correctly identify or locate its own transaction. I expect a response accordingly or this matter will be taken to ACCC and Fair Trade.
Reviews with attachments
- +1
Disappointed happy birthday chocolate disc with merry Christmas on it – Purchased a marble cheesecake which was delightful. But also purchased a Happy birthday chocolate disc, but on the back of it says merry Christmas and it has stained the cheesecake..it's disappointing and my family will not eat the stain section as well as the chocolate disc as all feel that it could be off as Christmas was 1 month ago and it… Read more
could have been used on another product prior. Plus the staff at the redbank store did not wear gloves to touch the products.
Stale as – Stale cake, totally ordinary, wouldn't go back at all. Disappointed Show details
Very disappointing experience at The Cheesecake Shop Mount Waverley I have been ordering cakes from The Cheesecake Shop for years, particularly from the Wantirna store, and have always had a much better experience. Unfortunately, my experience at the Mount Waverley store was extremely disappointing. The cake was pre-ordered, but when I arrived… Read more
at the scheduled pickup time, it was not ready. To make matters worse, the staff were quite rude and did not even bother to properly greet or acknowledge the issue.
When the cake was finally presented, it looked nothing like the rich, beautifully presented cakes shown in their photographs. The cake was visibly deformed and in very poor shape, and I had to request that it be replaced.
What made the experience worse was the complete lack of hospitality or concern from the staff. When you pre-order a cake for a special occasion, you expect it to be ready, presentable, and handled with some basic level of customer service.
This review is specifically about the Mount Waverley store. I have had much better experiences with the Wantirna store in terms of service, quality, presentation and hospitality.
I definitely regret choosing Mount Waverley this time and would not order from this store again.
Would not recommend the Mount Waverley store. Avoid this location if you can.
The cakes are foul now, we used to love them but they are so over processed and fake, after a small piece you will be bloated for days from the chemical nightmare just you just consumed. Check out the ingredients list! Basically a chemistry project on how to keep a cake for 90days. It tastes fake and looked slapped together.
I have been a returning customer for years at the Boronia store and have always been very happy with the quality of their cakes and the store's impeccable cleanliness. The Marble Cheesecake is my staple cake for any event or self-treats but I have also recently discovered the Marble and Chocolate Mudcakes, equally yummy. Would love to see a… Read more
loyalty point card, more specials running and complimentary decorations on full sized cakes but overall very satisfied with my sweet go-to shop :)
My husband asked for a sponge cake (which we had previously purchased from the shop). What we received was a cake that was dry, had an artificial strawberry taste , no fresh cream and unpleasant greasy mouthfeel. I couldn’t eat it! The cake was smothered in “vegetable oil buttercream” and a thick disc of compound chocolate on top. It was nicely… Read more
decorated.
The shelf life was 10 days from purchase date.
The cakes are no longer fresh cakes but an ultra processed mix of flour, sugar, vegetable fat and food additives.
I’m thinking there are new owners and the recipes have changed.
We will look elsewhere next time. A Cole’s basic cream sponge tastes better than this cake did.
Ordered large Pavlova with fresh cream for my twins birthdays, received small broken and crumbly poor excuse for a Pavlova with mock cream that tasted lemony. Tiny slithers of fruit on the top, we cut two pieces and couldn’t finish them as so disgusting, now I have food poisoning! Will be taking it back first thing in the morning. Long time… Read more
customer really disappointed. Oh and Uber delivery driver came in and they stopped preparing our cake to speak with his customer on the phone who had no idea what they wanted to order, pathetic service.
Very very disappointed. The Blackforest cake should not be called that at all. The one we received there was only 2 cherries within the whole cake (other than the 4 used for decoration). It was dry, the layers were thick and uneven with a very very thin fil barely enough to keep the layers together with no cherry or anything cherry to indicate… Read more
it was a black forest cake. We purchased the tropical torte and lemon cheesecake. All 3 were very disappointing, the torte was also very dry. The lemon cheesecake was cracked (old). I have had better blackforest cake from Woolies which had the cherry filling, pieces of cherry and was not dry or tasteless. These were bought for a 60th birthday and very disappointed. Most of the cake pieces cut were left uneaten
- +1
Choc mudcake with the white rose truffle cake that I ordered for my daughter’s 21st yesterday. Looked lovely ,But!!!!! to cut the cake was near impossible. It was like trying to cut through a brick, the white truffle was like rock even after leaving out of fridge for 20 plus minutes. The white crumbled and fell apart as you tried to cut through… Read more
the cake. It was embarrassing as we were at a restaurant and we had 30 family and friends attend. After cutting about quarter of the cake we gave up as hands were red and sore trying to cut this as well the pieces look like a mess . Not very appealing to give to our guests. Luckily we also ordered the strawberry cheesecake which was fine for the ones that like cheesecake. I’m so disappointed, I ordered this same mudcake 7 yrs ago for my triplets 21st and there were no issues. I have rang the store and they said the white truffle has changed ingredients and it does set hard . They said head office has been informed about this issue. This cake is impossible to cut , and it should state that on the menu if that is the case. Complete waste of money . No refund was offered , but they did say bring the cake back in and they will look at it. I think I will do that , I just had my first piece now, the choc mudcake is not very thick at all but the white truffle is extremely thick which makes the cake very sickly to eat. So I will be taking the cake back into Redbank Plains Store QLD very soon. They can demonstrate to me how to cut the cake in nice pieces with ease. They will see for themselves it’s near impossible, and see how it crumbles apart if you want to cut smaller portions.
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STOP With the NUTMEG already! I used to LOVE the cheesecake shop cakes . The pavlova, the Mississippi baked cheesecake amongst my favs. Now everything tastes like nutmeg or cinnamon. Who decided to add this strong spice to every friken cake . It’s horrible! Such a shame you’ve ruined a good product . Go back to the old recipe from years ago . Cause the cakes now are NOT good and they all taste the same . Show details
The Cheesecake Shop used to be our go to for good quality cakes for every occasion, but we won’t be returning. Gone are the large fresh chocolate coated strawberries, the smooth chocolate ganache, the real cream now replaced with mock cream over the top, sides and centre that’s extremely fatty so no one wants to eat it as it tastes like Lard and… Read more
leaves an oily film in your mouth. The once beautiful toppings are now replaced with rubbish like two giant lollipops shoved into the cake - which obviously can’t be shared with guests and look incredibly cheap wrapped in their plastic.
We purchased as we were short on time, but won’t be going back. $50 is a rip-off for a cake made with the cheapest of ingredients that no one wants to eat.
Taste less cake,full of sugar, not recommended, taste like chemicals
The gentleman who served me was kind, helpful and professional. He went above and beyond to make sure I was happy. Packed in a bag. Very clean. Definitely recommended Casula Cheescake shop. Excellent customer service. Show details
- +1
I had pre-ordered a cake and attended the store to collect it at approximately 11.30am, prior to going directly to a birthday celebration where I was responsible for providing the cake. Upon collection, I was shocked by the condition of the box the cake was presented in. The box was dirty and unsuitable for presentation, to the extent that I felt… Read more
it would be embarrassing to arrive at a birthday party with it in that condition. I raised this with staff and requested a clean box. Unfortunately, the replacement box provided was in a similarly poor state. I took photographs at the time to document this. While waiting, I looked around the store and was extremely disturbed by the overall cleanliness. The premises were visibly filthy. The floors were dirty and clearly had not been mopped recently, which is unacceptable for a food retail environment, particularly during trading hours. I was further alarmed when I viewed the refrigerated display of individual cake servings. The cakes appeared old, unappealing, and poorly presented. It was genuinely embarrassing to see food of this standard being offered for sale. Although the cake I purchased was presentable enough to serve and tasted acceptable, I was very concerned about its freshness given the state of the store. As a result of this experience, I will not return to this location in the future.
Latest follow-ups
I wish I could provide a negative rating Please exercise caution when purchasing from the Cheesecake Shop, especially when using RACQ or NRMA discount coupons, as the Cheesecake Shop does not honor these coupons, claiming that the system does not… Read more
accept them. This has occurred at both the Aspley and Strathpine locations.
This is quite disappointing and shameful.
Follow-up · What was the price difference? SAME Did staff offer alternatives? : NOPE Was it only these locations? : YES AS I STOPPED BUYING CHEESCAKES NOW
All 3 different cheesecakes from the Burleigh shop were awful, sloppy and no taste. When complaining the head office wants photos receipts etc. this is ridiculous. Will never buy from again, waste of money Show details
Follow-up · Service basic, flavour almost none in each one, texture on one very sloppy
I am lucky enough to be the winner of a cheesecake shop competition. This has enabled me to frequent the Wellington Village cheesecake shop in Rowville more often than usual. The ladies at the shop give fantastic customer service that is second to… Read more
none. And the cakes...WOW!! Absolutely delicious!! The presentation of the cakes have been better than in the pictures. The celebration mudcake I got for my granddaughter's birthday was immaculate in presentation. It looked so good, it was a shame to cut it, and it tasted delicious. (I'm writing this while I'm eating my latest choice, a wildberry cheesecake, that's just melting in my mouth). And don't get me started on the Belgium mudcake, it was perfection!! I have read several negative reviews on here from people who haven't had good experiences at other shops, all I can say is head on over to the Cheesecake Shop at Wellington Village, the ladies there are true artisans at their craft, you won't be disappointed
Follow-up · After writing my last review, I have made several more visits to the Cheesecake Shop at Wellington Village in Rowville, and still I have not been disappointed in any way (my latest buy was the Let’s Celebrate Pretty & Pink for another granddaughter, it was a hit, so light and fluffy, everyone loved it) The presentation of the cakes continues to… Read more
Positive reviews
absolutely elite cheese cake even though the bottom was all crusty and the cheesy cake part was a little stale but if you heat it up in the microwave it is very good i do recommend coming here
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So impressed with my first birthday cake purchase from this store in Kellyville I ordered a second birthday cake for another family member. This time I went for the Dubai cake, all the guests commented at how tasty it was and how appetising it looked. Beautifully decorated with edible petals, chocolate topping and inner layers of indulgent… Read more
pistachio cream. Cake was extremely fresh and I was happy I decided to purchase from this particular store again. Looking forward to the next celebration cake. Thanks again!
The wild strawberry cheese cake never disappoints no matter the occasion! It is always so fresh and tastes amazing. A light and delicious cake that always gets enjoyed by all. Thank you to Saher at the St Mary’s cheese cake store (NSW- Phillip st) for her exceptional customer service, friendliness and patience. I recommend you visit this store with available street parking right opposite the shop. Show details
Negative reviews
I bought a black Forrest cake from bonnyrigg store. That had to be worst black Forrest cake I have ever had.. ok! firstly it had no cherries on top (which they normally do), my mistake is I assumed it would of at least have cherries throughout... to my surprise it had nothing.. for $37 for the smaller size, an absolute rip-off and can't believe… Read more
they pass this off as a black Forrest cake. Do yourself a favour and buy from coles etc... they look better.
Extremely disappointing customer service Customer service at head office is absolutely disgusting. You leave a message and they don’t get back to you, even when you’re standing in the shop waiting for assistance. I placed an online order for two different cakes, but unfortunately, I accidentally ordered an additional cake that was the same as… Read more
one of the two I had already ordered, making a total of three cakes. I didn’t realise my mistake until I arrived at the shop to collect them.
All I wanted was a refund for the additional cake I had accidentally ordered. I did not take the cake away or leave the shop and then return it. The cake never left the shop at any point, so it was never exposed to outside conditions or handled elsewhere.
I’m extremely disappointed that such a simple situation couldn’t be resolved. The lack of customer service and willingness to assist is incredibly frustrating, especially when the cake remained in the shop the entire time.
Perth WA
Got a lemon glaze continental cheesecake. It tasted heavily of coconut and the filling slushy. Very disappointing this is the second time we’ve been disappointed , thought first time it may have been off, they must have changed recipe . After being a regular customer won’t go back there Show details
Follow-up · Yes the filling too soft, watery taste. Previously fillings didn’t taste of coconut milk and the biscuit base now is paper thin.
Recent reviews
DISAPPOINTING!! Place an order online on Monday for pickup on Friday and get a phone call on Thursday afternoon saying they have run out of stock ... What is the point having an online service!! Poor Customer Service Mackay Cheesecake Shop!! Show details
Their new Dubai chocolate doesn't taste like it and I don't know why they put flowers on top which for me doesn't taste good abd smell good. Not a good idea of decoration maybe better to put more pistaccio as it is what on a dubai chocolate but not flowers Show details
I asked the customer service representative if I can have a FRESH cake. I was advised that all the cakes in the showcase are the FRESHEST. I purchased a cake from the showcase only to find that the best before date was different to what would normally come out of the cool room area. Can someone explain how a cake with best before date 4 days after… Read more
the purchase date can be FRESHER than a cake coming out of the cool room. I say this because I have purchased the same cake with at least 7 days life (best before) In reality I should have been given a cake that has a best before cake of at least 7 full days not 3 days - If I wanted a cake which was not as fresh - then I would have asked for a cake regardless of the (best before) period. When customers shop in supermarkets - I am quite sure shoppers are mindful of the "best before" dates. You wont buy a 2 litre carton of milk with a best before date after one day of purchase.
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Update , took cake back into shop . But because there was only just over a quarter left as hubby… Read more