Shaheen sweet addiction

“Since I must give a star rating in order to leave a review I will give a 1 for that reason. If there was a rating of -0 allowed it would actually be that. Last week, while searching for a place to make my godson’s birthday cakes, Shaheen Sweet Addiction was recommended to me. I was already familiar with the brand through social media and word of mouth. I have lived in Rwanda for 14 years and have previously ordered cakes from J. Lynn’s, The Cakery, and Slices and Cakes—businesses that consistently delivered what was ordered. I placed an order with Shaheen Sweet Addiction for two cakes, both paid for at the same time: one for a school party and another for a weekend celebration. The first cake was delivered to the school. Unfortunately, the quality of the taste was below standard. We chose not to raise a complaint at that time, hoping the second cake—a chocolate and red velvet cake for the weekend—would be better. The second cake was delivered to my home before 10:00 a.m. on the day of the weekend celebration while I was not present. When my daughter sent me a photo, it was immediately clear that the cake did not match the reference image provided. The color was different, the edible ridges shown in the original photo were missing, and the writing was incorrect—yellow text on white instead of white on black. Additionally, instead of reading “Happy 7th Birthday (Name),” it read “Happy Birthday 7th (Name).” I contacted the Shaheen Sweet Addiction via WhatsApp to express my concerns. During this conversation, the owner initially offered the option of returning the cake. When we agreed and said we would like to return it, the response changed, stating that the cake had already been made. It was implied that the price paid (45,000 RWF) was too expensive for me, suggesting that my complaint was financially motivated. The exact wording used was: “But I understand you also maybe 45,000 is a lot of money for u to get I get that.” For clarity, the total paid for both cakes was 83,000 RWF, plus 4,000 RWF in delivery charges. This comment was unexpected and inappropriate, particularly given that payment had already been made in full. No apology was offered. Instead, I was told that I did not understand English—to which I replied, "Honey, I am American." I was called a “refugee” during the conversation, a statement that was later deleted. This alone reflects an unacceptable level of disrespect and unprofessionalism. I am not writing this to discourage others from patronizing this business, but to share an honest experience. In my case, dissatisfaction with the product was met not with accountability or customer care, but with dismissive and offensive responses. The tone of the conversation was so unprofessional that I asked whether I was speaking with the owner or an employee. I never received a clear answer, which leads me to believe I was communicating directly with the owner. Customer service matters just as much as the product, and unfortunately, this experience fell short on both. We chose not to take the cake to the party, ordered a cake with less than two hours before the start of the party and we are grateful that Pâtisserie Royale was able to accommodate us at short notice. The cake was both beautiful and tasty. Picture on the left is the sample pic sent. Picture on the the right is what we received.”

“One of the best cakes I have ever tasted so far , very well made and beautifully decorated. ❤️, As always cake was on time and got so much of compliments about the taste n look .Thank you Shaheen sweet addiction for delivering quality”

“I was delighted and honoured by your service in my wedding thank you for everything and sorry for my late review. We will definitely comeback”

“Sweet Cakes according to your desired flavor…”

“One of the best cakes in kigali”