Heavenlydesserts Reviews 130

The server didn’t even put our order through. We had been waiting about 1 hour for our food and other people who came in after us we’re getting served, and had eaten, paid and left before we even had our food!
I asked the girl who took our order who long our food would be and she just said “sorry that’s my mistake I’ll go do it quickly for you” so it was at that point we figured that she hadn’t even put the order through, although she didn’t even bother to explicitly explain this!
To apologise they brought us a free brownie dessert, but after our own desserts had finally arrived we didn’t even really want the extra one? There was also no checking of whether we even liked brownies? I would have much preferred money deducted from the bill.
The only reason I’m giving this 2* instead of 1* is because the biscoff croffle was really nice once it actually came.

Not worth the wait nor the money.
Ridiculously expensive price for personalised American waffles.
I’ve waited too long to be served, then too long to receive my order.
The staff were quite hostile.
They’ve had available tables on the outside area, but they told me that they don’t.
The American waffles tasted quite dry and the taste was nothing impressive.
I’ll definitely won’t visit this vaunted place again.

Can’t find a way to contact anyone, so this review is about all I can do. Went to Warrington branch today as intended birthday treat for family to be confronted with changed menu and staff who were Insufficiently aware of allergy’s and intolerances, confusing Vegan and Gluten free, and subsequently leaving us unable to order food as intended, despite the menu indicating availability (and as we previously experienced was available from HD). One very friendly and apologetic Waitress offered to get someone to explain. Unfortunately that someone was another waitress who was audibly disgruntled at being challenged that “Vegan was not the same as gluten free” and wanted to refuse us service for being rude to her (it was a conversation..), we almost walked out, but sat through an uncomfortable visit being glared at by the unhappy snowflake. I’ve given two stars as it’s not fair on the food to give them 1 star…. What my kids received was excellent. Won’t be returning though… plenty of other choices around.

14 of us visited the branch on Wilmslow Road, Manchester today. Only 2 staff were preparing orders and surprisingly 1 waitress who had to clear tables, take orders and deliver orders to customers tables. Despite only a handful of customers being in the restaurant we still had to wait over 25 minutes before we were seated. Clearly not enough staff at the time we arrived. It took a further 30 minutes from the first person receiving their order to the last so service was disorganised to say the least. Throughout we could hear the male complaining to his colleague about how fed up he was which was somewhat of a distraction. One of the ice cold drinks was on the counter for so long that it arrived warm. In the end we got tired of watching our deserts melt as they were sat ready on the counter for someone to take them to our tables so we collected them and served ourselves and also gathered cutlery etc. The cookie jars literally had 1 scoop of ice cream so we’re very difficult to eat. Some of the desserts looked nothing like the pictures and some items despite ordering were then not available. When we were about to leave more staff did arrive but that was little to late for us. We spent around £120 and as far as the experience is concerned it was lacking in all areas.

Visit was in Hounslow with 2 young children. Son was really hungry and we had to wait ages because the staff were busy chatting.

A young thin fragile man with a beard gave us three menus and told us to sit down. I ordered, waited 35 minutes then went to ask where the food was.

There was a girl with extremely large eye lashes spider like who then told me off for asking. She said we have one croffle machine. Then another girl with extremely large lips started to tell me off for asking. The two women then started telling jokes about me and laughing.

I then spoke to the fragile thin man with a beard and asked for the manager details. He kept stalling and not providing them.

Throughout the mean the 2 women continued to make fun out of me whilst I was trying to feed to my two children.

At the end of the meal I spoke again to the fragile man who was pretending to look for the managers details. I said I would just google it, I asked for the names of the two women with surgical enhancements. He said ask them yourself I’m not going to tell you. He is clearly treated like a skivvy there and the domineering men like women tell him what to do. He told me I was insulting the women by saying they have surgical enhancements. I explained I was describing them as they both clearly have had cheap surgical enhancements done. I also explained that I was insulted throughout the meal whilst I was trying to feed my children. He then told me to get out without getting the managers details. This weak spineless fragile little man needs to learn how to manage these boisterous domineering women.

An absolute nightmare with my two children. Never again.

So., today this evening I went to heavenly dessert in Hounslow with my friend and we got seated to our table booth, we have been waiting for over 10 mins which wasn’t busy at all I found it all the staff members talking to their colleagues and laughing and didn’t even bother to come serve us to see if we was ready to order I found it very appalling and unprofessional and I am very disappointed in this services so after waiting for over 10 mins or more we decided to leave.
Very bad customer service and I will not be going there ever again. I’m very shocked with their service I’m soo upset and annoyed.

Worst of the worst at Rushden Lakes the worst customer service, queued and then told by the host a 15 min wait. Waited at the door and another host shows a party of 6 in and straight to a table never going back ever didn’t even be apologies !!

Update 18th May 2022
So i DM Heavenly desserts my issues as per this post of FB as per the message above. Then I had to repeat the complete issue again. Then asked for the date time location and number for the heavenly desserts store ????? so I gave them for the 3rd time it was the Rushden Lakes stores and then sent Heavenly desserts a link to their own website for them to get the number for their own Rushden lakes store!!!!! They then asked me for my number and a contact details and they would for some reason get the store to call me??? Then nothing yes that’s right no further reply from the Heavenly Deserts DM customer service team and not anything from the store so how to make a situation worse and demonstrate a much larger disconnect and worst standards ever of customer service !! Be safe stay way form this company !!

It was my first and last order from there. I ordered some waffles, an iced latte and a bag of nougat. When it arrived i had been given a milkshake instead of the waffles. Theyre not even the same thing. Very disappointed but also heard nothing back from the staff either. No apology, no nothing.

Absolutely awful food in Southampton. You would expect a specialist dessert shop to do something simple like a chocolate cake without too much effort. Unfortunately it tasted like foam rubber and had clearly been microwaved so the frosting was welded to the plate. You’ll be better off going to Tesco and getting your own from the budget range.

So maybe one of the specialties ought to be better? We had something that was a cross between a waffle and a croissant. Think of the bad points of both multiplied by a factor of 10. Coffee was ok but came in a tiny portion in a peculiar glass that resembled a candle holder. No handle so I had to pick it up with both hands. Very odd.

Staff were nice though.

I ordered 3 desserts and it came to £30 from the Derby branch. In these costs were £2.95 Service charge, What a cheek !!! as the desserts are ridiculously expensive for what they are. The order took 1hr 45mins to arrive by Uber and after 3 phone calls to the store the ‘warm desserts’ were freezing cold and therefore rock hard, the ice cream was liquid, the order was incorrect. The Uber driver left the food outside without knocking as he didn’t want to explain why it was so late.
DONT WASTE YOUR MONEY on Heavenly desserts all in all they are OVER PRICED and INEFFICIENT !!!
Also don’t expect UBER take ownership of their inefficiency as customer support were not interested and offered us ‘free delivery’ next time.

The desserts were nice but for that price the quality and taste should be better, and the service is so so slow, waited 50 minutes for my order.

I went to the Colchester location on Wednesday 16th February 2022 with some friends and the service was poor. It was busy and only one person (who was a trainee) was serving but there was 4-5 people loitering behind the counter whilst this poor girl was left to try and serve everyone. Understandably some mistakes were made by the trainee server but rather than offering any help, her fellow employees continuously berated her. A staff member named Nouran was continuously rude to the trainee server in front of customers and offered no help. Nouran even went as far as to belittle the server and compare her to other staff members in front of us. When my friends and I went up to pay Nouran wrote their name down and asked us to leave them specifically a good review even though we had not been served by them and they had only taken payment from us. I have never in all my life seen a more unprofessional display as I saw from Nouran towards this trainee server and I wouldn’t be surprised if the server quit as result of the treatment to which she was subjected.

Heavenly Desserts Nottingham. The food is nice, service is poor, staff are rude. A family of three, we asked to be seated in a booth and was told "No. In case we need it for a bigger group." The same staff member gave it to a teenage couple after us. Food all arrived at different times. I had finished eating when my wife's food arrived. When my wife's food arrived, it came without cutlery. For the prices they charge I would expect better.

I have a chronic desease called Crohns, and was refused the bathroom after purchasing something and sitting down. Two staff members, check your cameras, male and female, had roped the area off, and where sitting at a table drinking tea or coffee. I asked them if I could please go to the bathroom, as I have a chronic bowl desease and legally may not be denied a bathroom, I explained this explicitly,they just laughed and told me no. I asked again as it was urgent and have no control over my bladder or bowls when I have an attack, the female staff member told me to walk over to the Hilton Hotel! They said all bathrooms on your premises where out of order. I cannot believe this is the way a customer with a chronic disability gets treated at your establishment. I do not look like I live with a painful chronic disability, but I do have it and it’s no laughing matter! I live here in town and will never be coming again. You will probably just ignore this email but honestly your staff could have easily accommodated me, instead refused and laughed, the girl told me to walk over to the Hilton. Thanks

I will not be as malicious as your staff, however will inform the UK Crohns society so everyone who suffers from IBS and Crohns never enters one of your establishments thinking they can use a bathroom.

I’ve had my say, it’s just extremely bad service and behaviour , now I know what heavenly deserts stand for ( kindly note this is my second email my first was on the 25th of December 2021, did no one have to curtesy to even reply?)

EMAILED THIS TWICE TO ALL THEIR EMAILS PEOPLE WITH DISABILITIES DO NOT GO THERE!!!!!

Loughborough branch staff have next to zero courtesy for customers, first the woman in charge tries to talk me out of ordering a takeaway, then waves me to collect my order without even a thank you, placed my order on the desk and walked away.. I find this very rude for a business that states it strives for the best service.. I guess when the owner isn’t there and they have more than 3 tables to wait, the staff can’t seem to handle this immense pressure.. ps. Plenty of staff floating around doing nothing all at the same time..
I have been ordering from here since they opened and by far the current staff are lacking courtesy towards customers who pay their wages

Leicester branch!
1 and a half hours since we ordered and we still have not had any food and only half the drinks.
Well...... it has been over an hour and a half now... still no signs of any food or my drink.... when we arrived there where as many staff as customers yet still we wait...it's desert, there is little cooking required... how long does it take to open a freezer...... Update. The kids have a second drink yet still mine is not here.... Just been told desert will be here in 5 mins.......Now some one who arrived over an hour after us has there order........IT'S here, my food has arrived. So my food is excellent but the other 3 are underwhelming. Still not got my drink.... Now been here for nearly 2 hours.
So to some up. VERY SLOW, POOR SERVICE. Some very good food and some quite plain food. The slowest drinks service ever and the smallest glass of water you will ever be served. Can't comment on the hot chocolate because 2 hours in and still no sign of it.
I highly recommend ANY other desert place anywhere in the Midlands as I could have travelled to the city and back and still got home quicker (I am not exaggerating).

Might ask for a job in the kitchen as you don't seem to actually do any work.

My order was delivered to the wrong house. When calling the woman didn’t try to help and seemed like she was just trying to get me off the phone

Order incomplete. Missing some items I had paid for. Unacceptable. Avoid Walsall branch. Quality of food also very very average.

Over 2 hours to bring a vegan torte and sundae. Absolutely ridiculous. They don't answer the phone and updates on the app just slowly pushing back the time. Still waiting for order now..