One of the third class service from outlet
I placed an order based on the promised delivery timeline, which showed delivery within 20 minutes. Even after 1 hour, there was no update. When I called the outlet, they simply said their team missed the order and assured delivery “ASAP” without sharing any clear timeline.
After waiting another hour with no resolution, I requested cancellation, which was done. However, I was informed that the refund will take 7 days, despite this delay and cancellation being entirely due to the outlet’s mistake.
This is extremely disappointing service. Customers should not have to wait for refunds because of errors from your side. Kindly process the refund at the earliest and improve your service standards.
After waiting another hour with no resolution, I requested cancellation, which was done. However, I was informed that the refund will take 7 days, despite this delay and cancellation being entirely due to the outlet’s mistake.
This is extremely disappointing service. Customers should not have to wait for refunds because of errors from your side. Kindly process the refund at the earliest and improve your service standards.
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Canceled at the Last Minute! Order at Your Own Risk
While their quality is good, their delivery service is highly unreliable. I placed my booking at 8:31 PM. After waiting until 10:00 PM, the outlet abruptly instructed me to cancel through customer service, which the reps confirmed. Being left without a cake at 10:15 PM is unacceptable. I am sharing my experience so others can make an informed decision before ordering from here.
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Horrible Delivery ruins Birthday
Terrible experience with Theobroma (Lower Parel). Ordered a Signature Brownie Cake for a birthday, delivery slot 7-8 PM. Despite multiple follow-ups, the cake was delayed by nearly 2 hours, ruining the celebration. The first delivery through porter was canceled, the second delivery said they would be late, and the delivery person made another stop before reaching us. Kids waited in vain, and we never got to cut the cake . Absolutely unacceptable service. Will never order again and strongly advise others to avoid.
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Worst customer service ever
I placed an order through the Theobroma App on 31st December, which wasn’t dispatched an hour after ordering hence I called and asked them to cancel the order because I wouldn’t be home. I got a call 2 hours later from a delivery personnel asking about where to deliver, I called them again and they assured me that it was cancelled. On 2nd Jan the app showed delivered although it wasn’t hence I called again and I was told it has been cancelled. I called them on 5th about the refund and they said it has been processed and will take 5-7 days, a week later on 7th I called them again to ask why haven’t I received the refund yet to which they said it had already been processed from their end and they shared an email with reference details which shows it was on 7th they started the refund process after several calls, which is now going to take another 5-7 days. Makes you wonder what kind of a scam based business model is this pastry chain running, so clearly if a customer doesn’t follow up again and again they won’t refund your money. Shame on Theobroma for such practices. That being said there cakes are amazing and we order frequently, it’s better to use Zomato/Swiggy or self service. Better this app be discontinued for delivery.
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Birthday cake
Ordered a cake for my son’s birthday but it was received in damaged condition. However a call to customer service quickly resolved the issue and a replacement cake was received on time to celebrate birthday. This gesture on part of Theobroma is greatly appreciated. It has restored my trust in brand Theobroma.
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