I'm a frequent customer of Tony Wong and I love their cakes. The taste is undoubtedly great and it is definitely not the reason I'm angry with this shop. I'm angry about their customer service. Here's my story:
I called a Thursday afternoon to order a 2lb strawberry cake for my cousin's one year old birthday. I had some tailor requirements so I had to custom-make the cake. When I've given almost all the instruction to the lady on the phone, the line got cut off. I tried to call them back and no one answered. I tried and tried again, for the next 36 hours. Yes, that's one day and a half. The line was either busy or unanswered. I got to the point of panic because it was already Saturday and the birthday party was in one day. I even called their Wanchai shop but that line goes straight to voice mail! I decided to make a 45 minutes drive to the shop to place the order in person. When I got to there, the shop was filled with customers like always, and when I complained that they're always unreachable on the phone, the girl merely said that they might have been too busy. Too busy to answer one phone call within one day and a half? I was really pissed off about this and I didn't think this girl knows the severity of their problem. They are ignoring customers' phone calls. If they think they have enough to do on their hand they should simply tell people they don't take phone orders. But ignoring the phone is just terrible service.
I have NEVER had to make a 45 minutes trip just to order a cake. If Mr Tony Wong is reading this, please, please do something about your customer service. Your cakes are great and they will keep the customers coming back, but don't let your staff jeopardize your otherwise perfect reputation.
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