Ordering cakes online has become such a convenient way to celebrate milestones and send love to family and friends. With so many shops to choose from, I usually prefer ordering from smaller local sellers rather than big commercialized chains. In my experience, smaller businesses often provide more attentive service, offer unique and creative options, and I like knowing that I’m supporting local entrepreneurs at the same time.
I’ve actually known about Pasteleria Manila since they first went viral online, and I had been wanting to try them for a while. When I found out that they had a branch near my intended recipient, I thought it was finally the perfect opportunity to order. I was genuinely excited, both to support a local shop I’d admired from afar and to surprise a loved one with something special.
Unfortunately, my experience didn’t turn out the way I hoped — and I think it’s worth sharing here for anyone considering ordering from them.
The Cake Order
I placed my custom cake order through Pasteleria Manila’s website a week before the scheduled pick-up date. My instructions were clear: the dedication on the cake should have simply read “Happy 54th Birthday.”
On the day of the pick-up, I messaged their Facebook Page to request a separate note for the cake box — just for the receiver to know that the cake came from me. I even texted their branch staff to confirm this additional request, and they acknowledged it. Unfortunately, when the cake was prepared, the message from the note was used as the actual cake dedication instead.
The pick-up was scheduled for 12 noon. Due to an issue with my first GrabExpress booking, I only secured another driver by around 12:30 p.m. My rider then waited at the shop for around 20 minutes before the order was finally released.
What Went Wrong
Before dispatching the cake, the shop messaged me after realizing the mistake in the dedication. They asked if it was okay — but didn’t wait for my response. I saw the message only around five minutes later, but by then, the cake had already been released to my GrabExpress driver for delivery straight to the recipient.
They also said they had “reached out,” but in reality, I only received one missed call and three texts. For me, that didn’t feel like a genuine attempt to confirm such an important change.
Instead of waiting for me, the buyer, they contacted the recipient directly. The problem was, the recipient had no idea about the order or the surprise. For me, this completely ruined the thoughtful gesture I had planned.
The Response
When I followed up with Pasteleria Manila through their Facebook page, I was really just hoping for accountability and a genuine apology. Instead, the replies I received felt more like explanations than responsibility.
One of their first messages read:
“We are sorry to hear about what happened. We had to investigate and it looks like yes, they missed your call because they were also doing something, at the same time they tried to reach you and it took a while before they got an answer as well. While our decorators have the freedom to express their creativity through cake designs (drawings, colors, font, positioning, etc) most of the time they don't have the whole context of the customer celebration so they follow the standards and process that we have.”
In a follow-up message, they also explained:
“Please also consider that we also have other customers and orders at the same time. We don't mean to make this sound like an excuse but that's part of reality of running a store, on a weekend, around lunch time.”
While I appreciate the polite tone, what struck me was that the mistake itself — the wrong dedication on the cake — wasn’t directly acknowledged. For me, what I was looking for wasn’t a list of explanations but a simple and sincere apology.
Why It Was Disappointing
Mistakes can happen, and I fully understand that. What mattered more to me was how the situation would be handled. Unfortunately, the replies I received focused on explanations — like staff being busy, decorators following “standards,” and the store juggling multiple orders at lunchtime — rather than directly addressing the main issue: that the wrong dedication was written on the cake and it was sent out without my confirmation.
I wasn’t asking for a refund or compensation. All I really wanted was accountability and a genuine “sorry.” Instead, the emphasis seemed to be on why the mistake happened, instead of owning the fact that it did.
After my experience, I also checked Pasteleria Manila’s Google Reviews and saw that several other customers had shared concerns about their customer service. Of course, reviews are always subjective, but seeing similar comments made me feel that my case might not be an isolated one.
For what was supposed to be a thoughtful and stress-free surprise, the lack of proper communication and accountability turned the whole process into a disappointing experience.
Lessons Learned: Ordering Cakes Online in the Philippines
If you’re planning to order from Pasteleria Manila or any other online cake shop, here are some things I learned from this experience:
- Always double-confirm instructions. Don’t just write them down — ask for confirmation that they were understood correctly.
- Request a photo before delivery. This can save you from last-minute disappointments.
- Clarify who approves changes. Make it clear that only you, as the buyer, should confirm any adjustments.
- Don’t be afraid to check reviews. Look at Google Reviews or Facebook feedback to get a better picture of how a business handles mistakes.
- Speak up if something goes wrong. Sharing feedback, whether positive or negative, can help other customers make informed decisions.
Final Thoughts
This was simply my personal experience with Pasteleria Manila. I’m sure some customers have had positive encounters, but for me, it was disappointing — not because of the initial mistake, but because of how it was handled afterward.
Ordering a cake should feel exciting and stress-free, especially when it’s for a special moment. Hopefully, by sharing my story, I can help others set the right expectations and take extra steps to ensure that their own surprises stay as sweet as planned.
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