Lucille's Fairview
6701 Route Transcanadienne
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Amenities, services & more
Reviews for Les Delices Lafrenaie
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Display Allcake(63) pastries(8) dessert(7) italian(6) quality(6) pick(5) custom(5) fresh(5) shortcake(5) strawberry(5) patisserie(4) choices(4)
I ordered a birthday cake (Heavenly Berry) from this pastry shop to pick up on Friday July 11, & unfortunately it completely ruined our celebration. When I picked up the cake, I noticed there was water in the container & the cream on top looked a bit off, probably because of the way it had been thawed. When we tried to cut it, the inside completely crumbled & collapsed. It was impossible to get proper slices - the cake turned into a messy pile instead (see photos).
It was very embarrassing in front of guests, & instead of enjoying the cake, we were left disappointed & frustrated. For the price & reputation of this shop, I expected a cake that would at least hold together.
I hope they take quality control more seriously so no one else has to go through this on a special occasion.
Update; I was contacted by the supervisor- excellent customer service care.
Thank you,
Ordered a fresh fruiti di bosco for a birthday celebration on May 19, 2025. When we went to pick it up, the cake looked like it had been dropped or tossed around in the van before displaying it. It was extremely disappointing. I conveyed my disappointment & asked for another cake, but they had no other fresh cake. They offered a frozen one, but it would take 6 hours to thaw out, & I needed it for consumption in about 2 hours after I picked it up, so that was not an option. We asked if they would give us a discount, but they refused.
I still kept it because I was in charge of the cake & needed to bring something. The way it was handled was completely unacceptable. It was humiliating to present, especially since this is a specialty cake & not some homemade box cake. (I wish I could attach some pictures but I can't on this site, but I have left a review on tripadvisor with photos).
Their customer service is definitely lacking.
Given the circumstances, I believe I was entitled to some kind of compensation for the inconvenience & disappointment caused.
Just wanted others to know the terrible experience I had.
Is the second time I have ordered a cake. They did very good job on design & the test was delicious. Been very happy & I'm going to continue to order there when I have parties. The only thing I have when I went to pick up the cake service wasn't very good, the girl was kind of rude & when I asked about another paper to cover because was windy outside she told me NO. They need to teach the stuff to be patience with clients & show some respect.
I been working with client for years & Is our job to be polite.
Went Christmas Eve Day to pick up a dessert for a big dinner. Despite all the hustle & bustle, staff were all smiles & the wait wasn't long.
Went to pick a fruit cake, & the fruits were placed all over the place sloppy styles. I asked the speak to the manager to see why it looked like that. He wasn't very accommodating, other than tell me if I didn't like it, pick something else.
[TL,DR: I won't be ordering a custom cake from here again, & I'm seriously debating whether I should stop shopping here altogether... If management sees this, I implore you to read to the end.] So, after thinking it over, I've decided to write this very detailed review of my February 2024 experience with Lafrenaie... I ordered a custom cake for the first time for my birthday. I picked Lafrenaie because it's my favourite bakery, & based on the pictures they have on their website, I was very confident that they could make my cake. It was supposed to be a Dungeons & Dragons-themed cake with a 3D red dragon on top. As this was my first custom cake order, & my drawing skills are lacking, I asked a friend to draw my cake design so that there would be no confusion... Part 1: Exactly 3 weeks before my birthday celebration (a Friday), I emailed the bakery with my order & attached the image. I provided the necessary information & any additional information. I waited the weekend then called them on Monday to make sure they received it. They confirmed that they did & that I would get a call sometime that week. I waited the entire week until I finally called the following Monday. According to the employee I spoke to, the email was opened but the order was never actually taken down, so he did it over the phone with me... He asked me if I wanted to simply buy a dragon figurine to be placed on top, which would reduce the cost to $200 for the cake OR they could make the dragon & the cake would be $340. I accepted having the dragon made & inquired on what it would be made out of. The employee explained that the extra cost was due to the bakers needing to actually make the skeleton & whatnot & it might be made out of rice crispies (tldr: dragon would be edible). So, I paid a $90 deposit that Friday. Part 2: On the day my fiance & I went to pick up my cake, we were both surprised & disappointed to find that the dragon on top was NOT a 3D dragon, but instead a 2D dragon on a stick (pictures added). I'm too awkward of a person to say anything in a public space & the rest of the cake was already done & was too my specifications, so I accepted it & my fiance paid the remaining amount: $250. However, on the way to my b-day celebration, I thought about it & became more disappointed in what I received, especially in having paid the extra $140 for the dragon. So, I called the bakery from the car. They remembered my cake & the order & I was told that they told the bakers that it was supposed to be a 3D dragon, but they still made it 2D. They said they wouldn't be able to refund me the whole cake, which I wasn't expecting at all. Anyway, I was instructed to return to the bakery the next week between Tuesday & Friday to speak with the manager "Joy". Part 3: My fiance & I returned to the bakery on Tuesday & spoke with Joy. I tried explaining the situation, but she seemed to already know it. She said that the reason for the issue was that the person who took down the order didn't specifically write "3D" on the bill. She refunded $100 from the order, which I didn't fight against & am glad I didn't.... Once she walked away, after having asked an employee to issue us the refund, she audibly told another employee "you need to credit $100 from yourself. The lady..." I really, REALLY hope that I'm wrong, but that sounded as though this employee was being instructed to take $100 out of their paycheck. If that's truly the case, then I'm glad that I didn't insist on the full $140. Joy, if you see this, please PLEASE tell me that's not what you did. I hope that's not a policy of the bakery either. It was a simple mistake, especially considering that the instructions from the bill were to make the cake like the image I provided, which shows a full 3D dragon on it. I wasn't angry, just disappointed, & wanted the price to match the cake that I actually received. But it wasn't worth it if that means someone else's pay was reduced. Times are already tough, don't make it tougher on someone....