“Ordered via website box of 15 and box of 9. Got a box of 6 and box of 9 two days later. I emailed them at least 5 times to ask why I didn't receive my box of 9. I eventually recieved an email a week later saying they ran out of 15 brownie size boxes and a smiley dace. Not sure what that has to do with my missing box of brownies at a cost of 22.50! Emailed again twice to get a refund or brownies sent out and again no answer. I had to eventually get paypal involved and ridiculously rich by alana ignored them also so I got a refund. Absolute mess on customer services side with emails being ignored or no reply. I have a tiktok account and left messages which were deleted by them. As for brownies I DID recieve they were pretty good but I would not trust them with my money ever again so will go elsewhere”
“I try to buy the new products as a new video is nade. You go to website and cant find them so this week i rushed to get the lemon merangue ones as they were in the mystery box only this week. When it arrived not one was included very disapointed sizes small per serving and not worth the money dont bother.”
“I was looking forward to trying their viral brownies. Purchased via tiktok shop. Evri failed to deliver. Bakery refused to refund - totally understood. But then, I provided various proof that following investigation the courier had admitted liability and that their policy is that the sender has to claim the refund as they are the customer. Alanas Bakery continued to refuse a refund, instead offering me a 20% goodwill gesture to buy direct from their website. I thought they were being kind, and said that would be great but the original complaint remains open because I was £20 out. I thought they were being nice but then when I provided all the evidence from the courier company - they tried to claim this was my refund - a 20% voucher to buy new products! I have screenshot of all evidence, how they initially appeared reasonable.
Don't purchase, at least via tiktok shop. I'm sure the brownies are amazing, it's a shame the customer service leaves a bad taste in the mouth. I guess since they went viral, they know they will get sales however they treat their customers.”
“Zero rating as can only agree its RIDICULOUSLY APPALLING with non existent customer service & extremely poor attitude from whoever is attempting to answer their messages unwilling to help or resolve anything at all with incorrect & damaged & late order and seems couldnt care less after taking payment, refused & declined the return refund request but had to get tiktok involved, SHOCKING EXPERIENCE !!”
“AVOID!
I ordered 2 weeks ago. I still have not received my goods which were not cheap! I contact customer service and they had said my package “got lost”, I checked the tracking myself and the number was invalid. I was then told if I sent over my order confirmation they will send a replacement which I did and was then told what I ordered was now out of stock and offered something completely different which I did not want or even like. I said no and said I would swap flavour but keep the original item. I then decided I shouldn’t have to do so as I’ve paid for the item specifically. When I asked to cancel I’ve been ignored ever since. I’ve sent multiple emails and have had to result in contacting my bank for a dispute as I am being ignored. appalling “customer service”would give 0 stars is possible.”
“The shop is beautiful inside and it’s simply gorgeous. It is very pink and is retro-ish. The seating is not great, all pretty however, no comfortable chairs for the bigger person. The prices are crazy so I am really glad I do not go often!
My friend and I went to the shop/cafe in Carmarthen and the assistant said there was only the cakes/pies left. No bagels or anything else. I wanted something savoury, this was only early afternoon.
The customer service from the female was not great and the male was rapping to songs , it was embarrassing.”
“I ordered the mixed box for my son as a birthday surprise. After ordering, I read reviews saying the bakes are stale and sickly so I was worried he'd be really disappointed. The box arrived within 36 hours of me placing my order (online at 9pm), and the contents were delicious. I've removed a star because I emailed to ask if it would be possible to swap the two non-vegetarian bakes for 2 others and they replied to say they are unable to do that. They replied promptly and courteously, and I was very happy to eat the 2 non vegetarian ones to help my son out, but if there is no flexibility then it does mean sending a mixed box as a gift to someone who is vegetarian or Muslim means they basically cannot eat 2 of them as they contain gelatine based marshmallows, which is a shame. However it didn't take away from our enjoyment and we would order them again as a treat.”
“Absolutely disgusting behaviour by one of the “managers”. I am absolutely disappointed in the behaviour today. My husband asked a question and the response was disgraceful and disgusting. I am so surprised at the behaviour of this “manager”. We will not be returning to Llandudno store because of this, and this purple haired manager needs a lesson in customer service.”
“Disgusting behaviour by one of the staff members in Llandudno. Swears in front of children which revolting. Found purple hair in my drink. And then the person with purple hair proceeded to give filthy looks after we complained about the hair in my drink. Will not return to the Llandudno Ridiculously Rich, which is upsetting because the Aberwystwyth is beautiful and have lovely staff members”
“Aberystwyth store the cakes are amazing, staff friendly and all in
All worth every penny!
On a trip to cardiff we thought we’d try the cafe down the bay…..one tray of brownies on show, the chocolate was white In colour giving it a mouldy appearance. The tables were dirty. Our cakes were handed to us in paper bags even though we were sitting in so I asked for a
Plate and knife as my 2 children were sharing (they’d be high on sugar if they had a cake each), however neither child liked their cake and when I tasted it I could see why, super dry! Maybe the cardiff store could take some tips from Aberystwyth store? Such a shame as I’d go back to the Aberystwyth store in a second!”
“Went to the Caernarvon branch and bought a selection of brownies. Thought i would try them as photos of the products looked amazing. Well what a huge disappointment! They were small and expensive and dry! I will not be making a second visit. Much better quality from other local bakery shops in the area without the high price tags!!!”
“visited cardiff bay cafe. completely overpriced, poor quality food and drink. barely any staff in there who look overwhelmed and unhappy to be there. would be a surprise if it lasts the year”
“The Flapjack tastes more like sugar there’s no flavour behind it texture is terrible how do all cakes look presented well online but not when you actually buy them ?the other cakes we purchased don’t look as nice so not expecting much from them either it was our first visit not going back these times may be difficult there’s no excuse to produce cakes like that under standard the owner needs to know that overpriced sugary very dry mush isn’t the way forward please change the recipe or don’t sell it”
“Shocked that someone would hire the staff I saw here today, there was zero communication from staff to staff or staff to customers, it’s just looked like little kids running the show and very slowly at that, it needed cleaning, things to being stocked up and tables and chairs for customers to sit on…… and a hands on manager.
I don’t mind high pricing menus but expect the best at the same time and this was not going to happen so just had a tea. I get the idea of how the concept is meant to be but this didn’t happen for me today and if things don’t change then I don’t think you will last the year …..
it’s such a shame as it has the potential to bring in lots of money in season and out of season but not the way it is now. Just wish the old one was back as that’s how it should be done.”
“Really disappointed, had two sausage rolls.. a Bacon roll, a rice crispy kinder tray bake and three drinks.
The lady that served us was miserable and unhelpful.
Sat in.. chairs were sticky.. table wasn’t clean. My sugar loving child could eat the tray bake.. it was sickeningly sweet. All in all really disappointing for £17. Won’t be returning.”
“Bought a box of nine brownies for my daughters birthday, she gave me a couple to try, they were very dry, tastless and not at all like a brownie. Expensive present learnt.”
