I wish I had checked the reviews here before I made the mistake of ordering from Pastel cakes. It has been the worst customer experience I have ever had in Dubai. It was so bad that at one point I actually questioned if perhaps this was a set up, was this a joke?? To make a long story shorter, I ordered 400dhs worth of cake and cookie selection as a surprise delivery to my friends birthday. My plan was for me to meet and accept the cakes from the delivery driver at the venue of the party. One hour before the delivery before I started my 45min drive to the venue I called to confirm that my cakes and the address were all ok. When i called with my order number I was greeted with Hello Ms Anna Lou????My name is Karyn! They had the wrong name and address for my order, delivery time correct but wrong person and destination! It took nearly 40 mins of phonecalls back and forth to establish my name and address. Hence I could not drive on the motorway to the destination as ive been on the phone! I told the lady to delay the delivery by 30 mins so I can reach there to meet the driver. After 5 mins the driver called and said I am here!...she never passed the message. He was from careem on a motorbike standing in 45degrees heat in the middle of the midday sun and now I have 400dhs worth of cake melting. I called the company and told them to please take the cakes back to keep them chilled (their depot is in the same area as the delivery location) I drove 130kph to try reach the delivery guy but he decided to not answer calls, hang up etc. When I reached the venue of the party the cakes had gone back to the depot, I called the lady from pastel cakes 15 mins before arriving to tell her she could send it now so I can meet the driver at the same time. They came 1 hour later to the wrong address! I received a call from a random person in a factory to say he has cakes but they are not his!! So after more phonecalls the driver found my location. When the cakes arrived the birthday guest had already left and the party was over. I gave the cakes to the people clearing the venue. I have attached my phonecall list, all these numbers were the numbers i called in that time I tried to contact Pastels cakes to deliver the cake! To say it was stressful is an understatement. After this disaster I spoke to a supervisor and told them what happened, they offered me a discount on the next cake I order??? I assured them there would never be another order from me, The least i was expecting was a full refund. They told me they would check with management and let me know what they could do to as service recovery. They offered me 30% refund. I did not accept their offer. Its not the money, its the principle, after everything they put me through and ruining the birthday etc, 100% refund was the only accepted offer. On the Wednesday the supervisor Baraa called me, very apologetic and told me they decided to give the refund. It is now saturday, I never received the refund. I called today and spoke to another supervisor called Frieda, I think she was the first person out of the previous 7 people ive spoke to that actually followed up, no one else ever followed up with a phonecall. So for the 8th time I told my story and explained I had not received the refund as promised by Baraa. She went to check with accounts and called me back. The request for the refund was never requested. So from my conversation with Baraa last Wednesday and after giving his upmost sincere apologies etc etc etc he never did anything after this. This is an example of whats been happening since the beginning of this experience, different people taking calls, handed from Billy to Jack, no one aware of my story, explaining again and again and to end up with a supervisor giving me their word only to fail again. Everything has been a mess from the beginning and the follow up no different. I have never experienced a company like this and I feel obliged to take this time to write a review, I wish I had checked before I ordered.Hopefully it can help someone.

Keto cake was dry and tasted like it was old 2 weeks, banoffee had the cheapest wiped cream inside. Just horrible taste. Do not order better buy from supermarket.

The first time we had the chocolate hazelnut cupcakes we were addicted. They were delivered via a 3rd party service together with flowers for a Special occasion.The second time we ordered directly from pastel bakery, not only did they arrive late, they also arrived slightly squashed.The cupcakes are seriously yummy, and if they were available to pick up from a convenient location (without preordering) I would probably buy them againOh, and correspondence on FB messenger is quite slow. If you are hoping for a reply, expect anything from 2-9 days.

Just ordered a skinny carrot cake from Deliveroo. It felt like I ordered frozen food from a supermarket. Horrible, there were parts inside the cake which were frozen too. I couldn’t eat more than one bite. I paid 20 AED for a really disgusting carrot cake . So upset!

Keto chocolate cake is amazing!

Horrible

THE RESPONSE WAS FAST AND THE CAKE WAS VERY TASTY

They did a birthday cake for my son and the cake was amazing . Thank you Pastel Cakes Team for making our celebration memorable. The little one was very happy. Saved your number on speed dial :) . Thank you again and keep up the good work