“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.”
“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”
“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.”
“I’ve been so looking forward to trying these cakes, but was totally underwhelmed with the taste and quality yesterday and, in my honest opinion, the cost is simply not justified. We bought five pieces for £10 from the new Cardiff Bay shop and they were dry, stale tasting and one piece was significantly smaller than the rest. Sadly, the product doesn’t live up to the marketing hype ☹️ 👎🏼”
“I brought a sample box online and I am left very disappointed. All products have been stale and do not taste amazing! I was so looking forward to these and I am so glad I didn't start a subscription! The caramel slice even had what I assume to be baking parchment inside! This is not acceptable! I will not be purchasing again and wasting my money on inedable products! I'll stick to making my own brownies which are much better than! Maybe I should start my own brownie making business if this is what 'good' quality brownies are? I'd make a fortune!”
“Ridiculously rich? More like ridiculously dry and ridiculously expensive! Had high hopes for the cakes here and even after paying £3 for a (small) slice of brownie I was hoping the taste would be worth the price. It wasn’t. Firstly, it cannot be freshly baked as there was a month plus expiry date on it, secondly it tasted dry and stale like it had been made weeks ago and thirdly it was meant to be a creme brûlée brownie but it didn’t taste anything remotely like creme brûlée. Really disappointed in this place, like ridiculously disappointed…”
“The coffee shop in llandudno it's the wrong place. The paddling pool suppose to be for a low cost day out with the kids to grab a ice cream or chips or..but if you willing to pay £4 for hot chocolate that's your choice so if you heading this summer to llandudno for the paddling pool make sure you take picnic bags with you full of foods and drinks otherwise is going to cost you a arm and leg for so called rich by alana. From the miserable staff till you get your coffe and it's cold in the end and even the cake nothing special about it you can get it from any back freezer in any supermarket and if you fancy a milkshake you will be better off in Macdonald's at least you not going to pay £7. And don't bother leave a bad comment on her Facebook page because it will get deleted and you will be blocked so do not take her Facebook good comment as a reference”
“Very disappointing. The squares were rather small for £2.50 each, but I wouldn't have minded to pay that much if the product had been top quality. Unfortunately, it wasn't. Dry and flavourless (cheap ingredients, especially the chocolate?) and there was no real difference in flavour/texture between the different types. Not much love or thought went into them.”
“So disappointed. Was expecting such good things but the cakes were dry and disappointing. No idea which cake was which. One was totally squashed. Packaging was lovely but everything else was a big let down.”
