Lokma Bar à Desserts

Julia

3.0

Hello, I went through quite the ordeal with Lokma recently but would like to preface this review by saying this is not my typical experience with this location, the quality is usually spot on so I must have had very very bad luck.

So I was originally having difficulty placing orders with Doordash because there were a few options missing (cheese only kogo with potatoes) & there is also no way to add an order note in the app. II would have to place 2 orders from Okogo & Lokma to work around the issue. I tried to reach the location by phone but the contact number does not work. Turns out you can't reach any of the Lokma locations in the Montreal area by phone at all. I have no idea why- I was forced to contact an Ontario location just to ask a simple topping ingredient question. Luckily the owner there was so helpful & courteous, he answered my questions & offered to put me in contact with the management team by email to address my other issues because I also had not had a response from their website contact form for a few days.

Fairly quickly I had a very warm & accomodating response from Alea the operations manager assuring me he had fixed the pogo issue & answering my other question about if the ice cream had gelatin because I'm vegetarian. Which I was so pleased/relieved to hear it didn't 🙂. He was so polite & nice & even offered me a free small Lokma when I placed my next order for the inconvenience. He said just to call him before placing it.

This is where things started to go south unfortunately. So a few weeks later (this past Sunday) I called him before placing my order so he could contact the location in advance to redeem the free lokma he had offered, which went fine he just requested I please write a review of my exoerience afterwards, which is no problem. But when the driver/delivery guy uploaded a photo of the order bag in the application the receipt wasn't mine- & after texting Alea he confirmed the driver had taken the wrong order 😓. The driver was too far away to return to the location so Doordash customer service cancelled the order & also issued a full refund luckily. I was texting Alea during my interactions with customer service but he denied to respond 🤷?♀? When I called him to tell him I was going to replace the order right away there was also no answer this time. I have not had a response from anyone at Lokma since. I have fully been Ghosted. To make matters worse this was the morning of the blizzard so I couldn't replace the order by the time I was ready to because Doordash had fully shut down. I waited a full 24 hours to try again, & this time after waiting 2 hours due to bad road conditions the driver got stuck in the snow maybe 10 blocks from my apartment & the order got cancelled a second time. & of couse, once again, the delivery option was not available when I tried to replace the order a 3rd time 😐🤦?♀?.

So at that point I just gave up lol & ordered from Krofle instead the next morning 😄😂. Finally this evening I worked up the courage to try one more time lol & ordered 2 mozzarella kogos from Lokma once again & thank goodness I actually received them! 🥵🙏 Unfortunately they were raw & uncooked with the'on the side' sauces missing. It's not the hugest deal because I can toss them in the oven to reheat them but my god was it an odyssey to get them here. I have never been through so much trying to order from a restaurant in my life 🥵😂.

In the end you still can't add an order note or reach any location in Montreal by phone & I still haven't heard back from anyone, despite even reaching out on social media, So ordering is fine as long as you don't need to contact them or write a food allergy note.

What a complete disaster 🤦?♀? Shiesh!

If the owner of this location reads this please reach out so I know how to remedy the notes issue if possible 🙏🙏.
Julia

(Update : I finally reached someone at their customer service who apologized & offered me a gift card in return for my troubles. Still no notes or phone # resolution)