Westham bakery
Unclaimed Business
|2|8 Reviews (last 12 months)|This business does not respond to reviews
Westham bakery
Unclaimed Business
|2
8 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
NPS Score
-72Unlikely
NPS Score
-72
Recommended: Unlikely
Review Distribution
2|8 Reviews
Oct '25 - Sep '26
Recent reviews (8)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceSJ
Sajna J
1 reviews | Active since Jul 2026
10 Jul 2026, 08:55
Bad customer service
Absolutely terrible customer service. I spent the entire day trying to call the Overport branch during business hours, but no one answered the phone. As a last resort, I sent a WhatsApp message, yet received no response. The following morning I was told that rainbow cake orders need to be placed a day in advance, despite my attempts to contact them the day before. I was then told they only respond to WhatsApp messages between certain hours, but this is not communicated anywhere to customers. Customers shouldn't have to chase a business just to place an order. Very disappointing experience, poor communication, and a complete lack of responsiveness. I expected much better.
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Sajna J
1 reviews | Active since Jul 2026
10 Jul 2026, 08:55
Bad customer service
Absolutely terrible customer service. I spent the entire day trying to call the Overport branch during business hours, but no one answered the phone. As a last resort, I sent a WhatsApp message, yet received no response. The following morning I was told that rainbow cake orders need to be placed a day in advance, despite my attempts to contact them the day before. I was then told they only respond to WhatsApp messages between certain hours, but this is not communicated anywhere to customers. Customers shouldn't have to chase a business just to place an order. Very disappointing experience, poor communication, and a complete lack of responsiveness. I expected much better.
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Sandira N
1 reviews | Active since Jul 2026
4 Jul 2026, 10:52
Terrible experience at westham bakery VERULAM
I am extremely disappointed by my experience with Westham Bakery Verulam. I placed an order well in advance for my daughter’s 3rd birthday cake. Because the cake was for such an important occasion, I confirmed collection times beforehand. I asked if I could collect it at 9:00 am, but was told collections only started at 10:00 am. I called again at 9:00 am to check, and was assured the cake would be arriving “any minute.” I arrived at the bakery at 9:45 am. A Westham delivery truck asked me to move my car slightly so they could open the truck doors, which I did without hesitation. I then went into the store, where I was told the truck was being offloaded and my cake would be ready in 5–10 minutes. Five to ten minutes became 15 minutes. Then another 5 minutes. Then another 10 minutes. By 11:15 am, there was still no cake. My daughter’s birthday party had already started at 11:00 am. Our guests had arrived, I had taken a half day off work specifically to collect the cake, and I was left with no choice but to leave empty-handed. At the very last minute, I had to rush around trying to find another birthday cake elsewhere on one of the busiest days of the week. Anyone who has organised a child’s birthday party knows how stressful that is. A cake isn’t an optional extra—it’s the centrepiece of the celebration. This unnecessary stress could have been completely avoided if I had simply been told the truth about the delay instead of being repeatedly told, “just another 5 or 10 minutes.” To make matters worse, when I returned to my car, I found a traffic fine on my windscreen because I had moved my vehicle to accommodate the Westham delivery truck, leaving it slightly outside the parking bay. The issue isn’t that delays happen—they do. The issue is the lack of honesty and communication. If I had been told from the beginning that my cake wasn’t there and there was no clear delivery time, I would have immediately made alternative arrangements. Instead, I spent over an hour waiting while valuable time slipped away, my daughter’s party started without her birthday cake, and I was forced into a last-minute scramble to save the day. What disappoints me most is that good customer service builds loyalty, but poor customer service destroys it. When a business lets you down on one of your child’s most important milestones, it’s incredibly difficult to trust them again or feel confident supporting them in the future. I genuinely hope Westham Bakery Verulam learns from this experience and improves its communication, because no family should have to go through this on such a special day.
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Sandira N
1 reviews | Active since Jul 2026
4 Jul 2026, 10:52
Terrible experience at westham bakery VERULAM
I am extremely disappointed by my experience with Westham Bakery Verulam. I placed an order well in advance for my daughter’s 3rd birthday cake. Because the cake was for such an important occasion, I confirmed collection times beforehand. I asked if I could collect it at 9:00 am, but was told collections only started at 10:00 am. I called again at 9:00 am to check, and was assured the cake would be arriving “any minute.” I arrived at the bakery at 9:45 am. A Westham delivery truck asked me to move my car slightly so they could open the truck doors, which I did without hesitation. I then went into the store, where I was told the truck was being offloaded and my cake would be ready in 5–10 minutes. Five to ten minutes became 15 minutes. Then another 5 minutes. Then another 10 minutes. By 11:15 am, there was still no cake. My daughter’s birthday party had already started at 11:00 am. Our guests had arrived, I had taken a half day off work specifically to collect the cake, and I was left with no choice but to leave empty-handed. At the very last minute, I had to rush around trying to find another birthday cake elsewhere on one of the busiest days of the week. Anyone who has organised a child’s birthday party knows how stressful that is. A cake isn’t an optional extra—it’s the centrepiece of the celebration. This unnecessary stress could have been completely avoided if I had simply been told the truth about the delay instead of being repeatedly told, “just another 5 or 10 minutes.” To make matters worse, when I returned to my car, I found a traffic fine on my windscreen because I had moved my vehicle to accommodate the Westham delivery truck, leaving it slightly outside the parking bay. The issue isn’t that delays happen—they do. The issue is the lack of honesty and communication. If I had been told from the beginning that my cake wasn’t there and there was no clear delivery time, I would have immediately made alternative arrangements. Instead, I spent over an hour waiting while valuable time slipped away, my daughter’s party started without her birthday cake, and I was forced into a last-minute scramble to save the day. What disappoints me most is that good customer service builds loyalty, but poor customer service destroys it. When a business lets you down on one of your child’s most important milestones, it’s incredibly difficult to trust them again or feel confident supporting them in the future. I genuinely hope Westham Bakery Verulam learns from this experience and improves its communication, because no family should have to go through this on such a special day.
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Amanda N
1 reviews | Active since Mar 2026
23 Jun 2026, 19:22
Westham Bakery ruined a special birthday due to poor customer service and a misleading ordering system
Westham Bakery: Extremely disappointing customer service and a misleading ordering process I am extremely disappointed with my experience with Westham Bakery and will never use their services again. On Sunday night, I placed an order for my brother’s birthday cake to be delivered on 23 June. I live in Ntuzuma, an area that Westham Bakery does not deliver to, so I arranged for the cake to be delivered to Bridge City Mall instead. I paid the delivery fee and selected the delivery option because collecting from the mall was far more convenient than travelling all the way to their store. Their website only allows customers to select the cake, add a piped message, choose a delivery address, enter personal details and pay for the order. There is no option to select a specific delivery time and no visible field requiring customers to add delivery instructions regarding delivery times. When selecting my delivery date, I noticed “10:00 am” displayed next to the selected date. Naturally, I assumed that my delivery would take place around 10:00 am, or at least close to that time. I fully understand that businesses can experience delays, but there was absolutely nothing on the website that communicated that deliveries happen anytime between 10:00 am and 5:00 pm unless customers manually request a time slot. I arrived at Bridge City Mall before 10:00 am and waited for my order. When no one contacted me, I reached out via WhatsApp. I was then told that deliveries happen between 10:00 am and 5:00 pm and that I was supposed to leave a note under “delivery instructions” to request a specific time. This was extremely frustrating because there was no obvious option available during checkout to do this. What disappointed me the most was not the delay itself, but the complete lack of customer service and problem-solving skills. I tried everything to find a solution. I asked if they could accommodate me, I asked whether the cake was already made, I even offered to collect it myself and requested a way to coordinate with the driver because I could not spend my entire day sitting at a mall waiting for an unknown delivery time. Every suggestion I made was met with another obstacle instead of an attempt to help. Eventually, I was told the driver was already out doing deliveries in Umhlanga, Durban North and Newlands before coming to me. At that point, I had already wasted hours waiting and had to completely change my plans for the day. I was then told I could collect the cake myself from their Phoenix store and they would refund the R30 delivery fee. This meant I had to pay for an Uber that I had not budgeted for, simply to collect a cake that I had already paid to have delivered. To make matters worse, when I arrived at the store, I had to explain the same story all over again to multiple employees and managers, who repeatedly asked why I hadn’t selected a delivery time slot, despite one employee admitting that customers actually cannot choose a delivery time on the website. This showed me that even their own staff are not fully aware of how their website functions. What should have been a simple birthday surprise for my brother turned into an entire morning of frustration, unnecessary travel costs, wasted time and stress. I had carefully planned my day around this delivery because after surprising my brother with his cake, I needed to go to Gateway to sort out an urgent ID matter required for my upcoming driving test. Instead, my entire schedule was disrupted because of poor communication and a lack of accountability. This situation could have been resolved very easily if Westham Bakery had: • A clear and functional delivery time selection process. • Proper communication regarding delivery windows. • Staff trained to solve problems instead of shifting blame onto customers. • Managers who take ownership when their systems fail. A refund of a R30 delivery fee does not compensate for the inconvenience, time, stress and additional transport costs that I incurred. The cake itself was fine, but customer service is just as important as the product. Unfortunately, based on this experience, I cannot recommend Westham Bakery to anyone. Rating: 1/5 Advice to future customers: If you order from Westham Bakery, do not assume the delivery time shown on the website is your actual delivery time. Explicitly confirm delivery times beforehand, because you may end up waiting anywhere between 10 am and 5 pm. Desired resolution: I would like Westham Bakery to acknowledge the shortcomings in their ordering system, reimburse me for the additional transport costs I incurred, and explain what steps they will take to prevent other customers from experiencing the same inconvenience.
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Amanda N
1 reviews | Active since Mar 2026
23 Jun 2026, 19:22
Westham Bakery ruined a special birthday due to poor customer service and a misleading ordering system
Westham Bakery: Extremely disappointing customer service and a misleading ordering process I am extremely disappointed with my experience with Westham Bakery and will never use their services again. On Sunday night, I placed an order for my brother’s birthday cake to be delivered on 23 June. I live in Ntuzuma, an area that Westham Bakery does not deliver to, so I arranged for the cake to be delivered to Bridge City Mall instead. I paid the delivery fee and selected the delivery option because collecting from the mall was far more convenient than travelling all the way to their store. Their website only allows customers to select the cake, add a piped message, choose a delivery address, enter personal details and pay for the order. There is no option to select a specific delivery time and no visible field requiring customers to add delivery instructions regarding delivery times. When selecting my delivery date, I noticed “10:00 am” displayed next to the selected date. Naturally, I assumed that my delivery would take place around 10:00 am, or at least close to that time. I fully understand that businesses can experience delays, but there was absolutely nothing on the website that communicated that deliveries happen anytime between 10:00 am and 5:00 pm unless customers manually request a time slot. I arrived at Bridge City Mall before 10:00 am and waited for my order. When no one contacted me, I reached out via WhatsApp. I was then told that deliveries happen between 10:00 am and 5:00 pm and that I was supposed to leave a note under “delivery instructions” to request a specific time. This was extremely frustrating because there was no obvious option available during checkout to do this. What disappointed me the most was not the delay itself, but the complete lack of customer service and problem-solving skills. I tried everything to find a solution. I asked if they could accommodate me, I asked whether the cake was already made, I even offered to collect it myself and requested a way to coordinate with the driver because I could not spend my entire day sitting at a mall waiting for an unknown delivery time. Every suggestion I made was met with another obstacle instead of an attempt to help. Eventually, I was told the driver was already out doing deliveries in Umhlanga, Durban North and Newlands before coming to me. At that point, I had already wasted hours waiting and had to completely change my plans for the day. I was then told I could collect the cake myself from their Phoenix store and they would refund the R30 delivery fee. This meant I had to pay for an Uber that I had not budgeted for, simply to collect a cake that I had already paid to have delivered. To make matters worse, when I arrived at the store, I had to explain the same story all over again to multiple employees and managers, who repeatedly asked why I hadn’t selected a delivery time slot, despite one employee admitting that customers actually cannot choose a delivery time on the website. This showed me that even their own staff are not fully aware of how their website functions. What should have been a simple birthday surprise for my brother turned into an entire morning of frustration, unnecessary travel costs, wasted time and stress. I had carefully planned my day around this delivery because after surprising my brother with his cake, I needed to go to Gateway to sort out an urgent ID matter required for my upcoming driving test. Instead, my entire schedule was disrupted because of poor communication and a lack of accountability. This situation could have been resolved very easily if Westham Bakery had: • A clear and functional delivery time selection process. • Proper communication regarding delivery windows. • Staff trained to solve problems instead of shifting blame onto customers. • Managers who take ownership when their systems fail. A refund of a R30 delivery fee does not compensate for the inconvenience, time, stress and additional transport costs that I incurred. The cake itself was fine, but customer service is just as important as the product. Unfortunately, based on this experience, I cannot recommend Westham Bakery to anyone. Rating: 1/5 Advice to future customers: If you order from Westham Bakery, do not assume the delivery time shown on the website is your actual delivery time. Explicitly confirm delivery times beforehand, because you may end up waiting anywhere between 10 am and 5 pm. Desired resolution: I would like Westham Bakery to acknowledge the shortcomings in their ordering system, reimburse me for the additional transport costs I incurred, and explain what steps they will take to prevent other customers from experiencing the same inconvenience.
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Pumeza M
1 reviews | Active since Oct 2019
17 Jun 2026, 08:40
I bought my birthday cake today but was not entirely happy with it
I bought my birthday cake today but was not entirely happy with it. I contacted the shop via their WhatsApp line. Thank you so much for the AMAZING customer service I received via the WhatsApp line, I went to the shop for an exchange and the staff were 😋✨. I would give more ⭐if I could. You did great guys and my birthday is still amazing because of your service. Well done💯
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Pumeza M
1 reviews | Active since Oct 2019
17 Jun 2026, 08:40
I bought my birthday cake today but was not entirely happy with it
I bought my birthday cake today but was not entirely happy with it. I contacted the shop via their WhatsApp line. Thank you so much for the AMAZING customer service I received via the WhatsApp line, I went to the shop for an exchange and the staff were 😋✨. I would give more ⭐if I could. You did great guys and my birthday is still amazing because of your service. Well done💯
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Clive G
1 reviews | Active since Oct 2017
16 Apr 2026, 09:49
Westham Bakery
I'm really disappointed in Westham Bakery. They have a central phone number that no one seems to answer. They have a central WhatsApp number that no one responds on. Really Westham, wake up and have people answering your calls!!!!!!!!!!!??
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Clive G
1 reviews | Active since Oct 2017
16 Apr 2026, 09:49
Westham Bakery
I'm really disappointed in Westham Bakery. They have a central phone number that no one seems to answer. They have a central WhatsApp number that no one responds on. Really Westham, wake up and have people answering your calls!!!!!!!!!!!??
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Kevin R
1 reviews | Active since Apr 2024
31 Oct 2025, 23:12
Arrogant, Aggressive, Vulgar Staff, Pathetic Customer Service
West Ham Bakery, Newlands West, Durban — Customer Review I had a very unpleasant experience at West Ham Bakery in Newlands West, Durban. I spent around R160 at the store and picked up a 2-litre cool drink. The shelf clearly showed the price, but when I got to the till, they charged me more. I pointed this out to the cashier, but he said, “No, I can’t do anything.” I asked him to come and check the shelf since there were many price tags with same price. There were two men at the counter, both rude and arrogant. The one I spoke to became aggressive and started raising his voice. When I told him that’s not how you speak to customers, he told me to get lost using slang. When I called him out for being rude, he said to me, “f*** off,” right there in front of everyone. I was shocked at his behaviour and asked if this was their idea of customer service. He just stood there with an aggressive tone and body language. I then asked the other attendant to please write down the name of the man who spoke that way. He refused. I asked, “You don’t even have a pen in your store?” He said, “No, we don’t have one,” clearly avoiding the question. He refused to identify the man or write anything down. It was obvious they didn’t care and just wanted me to leave. I expected better from West Ham Bakery because it’s a larger, more established business with multiple branches. But the same attitude continues—untrained, arrogant staff with no supervision and no sense of accountability. There seems to be no management present, no customer service training, and no professionalism at all. Because it was around 10:30 p.m., there was no manager on duty, and the staff acted like they owned the place, speaking however they wanted with zero respect for customers. West Ham Bakery needs to take this seriously. The behaviour I experienced was unacceptable, unprofessional, and completely disrespectful. No customer should ever be told to “f*** off” for questioning a price difference. Honestly, I don’t expect any real action from this business. Based on how the staff behaved, it seems management either doesn’t know or doesn’t care about how their employees treat customers. Unless serious changes are made, this bakery will continue to deliver a poor and disrespectful customer experience.
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Kevin R
1 reviews | Active since Apr 2024
31 Oct 2025, 23:12
Arrogant, Aggressive, Vulgar Staff, Pathetic Customer Service
West Ham Bakery, Newlands West, Durban — Customer Review I had a very unpleasant experience at West Ham Bakery in Newlands West, Durban. I spent around R160 at the store and picked up a 2-litre cool drink. The shelf clearly showed the price, but when I got to the till, they charged me more. I pointed this out to the cashier, but he said, “No, I can’t do anything.” I asked him to come and check the shelf since there were many price tags with same price. There were two men at the counter, both rude and arrogant. The one I spoke to became aggressive and started raising his voice. When I told him that’s not how you speak to customers, he told me to get lost using slang. When I called him out for being rude, he said to me, “f*** off,” right there in front of everyone. I was shocked at his behaviour and asked if this was their idea of customer service. He just stood there with an aggressive tone and body language. I then asked the other attendant to please write down the name of the man who spoke that way. He refused. I asked, “You don’t even have a pen in your store?” He said, “No, we don’t have one,” clearly avoiding the question. He refused to identify the man or write anything down. It was obvious they didn’t care and just wanted me to leave. I expected better from West Ham Bakery because it’s a larger, more established business with multiple branches. But the same attitude continues—untrained, arrogant staff with no supervision and no sense of accountability. There seems to be no management present, no customer service training, and no professionalism at all. Because it was around 10:30 p.m., there was no manager on duty, and the staff acted like they owned the place, speaking however they wanted with zero respect for customers. West Ham Bakery needs to take this seriously. The behaviour I experienced was unacceptable, unprofessional, and completely disrespectful. No customer should ever be told to “f*** off” for questioning a price difference. Honestly, I don’t expect any real action from this business. Based on how the staff behaved, it seems management either doesn’t know or doesn’t care about how their employees treat customers. Unless serious changes are made, this bakery will continue to deliver a poor and disrespectful customer experience.
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Zethembe M
1 reviews | Active since Oct 2025
24 Oct 2025, 15:36
A Satisfied Customer
I always order from Westham Bakery but it was my first time doing an online order and it was such a breeeze Ordered night before, cake arrived the next between 10am and 5pm as they stipulated Drivers called me to tell me they left it with security as my note said to do if they don’t reach me on my cell. I would certainly recommend Westham
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Zethembe M
1 reviews | Active since Oct 2025
24 Oct 2025, 15:36
A Satisfied Customer
I always order from Westham Bakery but it was my first time doing an online order and it was such a breeeze Ordered night before, cake arrived the next between 10am and 5pm as they stipulated Drivers called me to tell me they left it with security as my note said to do if they don’t reach me on my cell. I would certainly recommend Westham
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