Theobroma Complaints & Reviews

Dear Team,

I am writing to express my deep disappointment regarding a recent experience that has severely impacted my trust in Theobroma brand.

As a long-standing customer, I had always favored Chocoholic cake, ordering it regularly for special occasions. However, my latest experience was both distressing and embarrassing.

I ordered two 1/2 Kg Chocoholic cakes to serve approximately 20 guests. To personalize it of the cakes, I lightly sprinkled chocolate chips on top—a minor decorative touch that should not affect the cake’s quality.(and so both the cakes were sprinkled with chocochips)

During the event, upon cutting the cakes, we discovered that one had a sour-tasting in the white layer of the chocoholic cake (the second layer), rendering it inedible. Recognizing that its spoilt I set aside cake and served the other cake (which was fine with the same sprinkles) to our guests. Unfortunately, my family didn’t have any obviously because one cake was spoiled.

I promptly contacted your customer service to report the spoiled cake. I was asked to provide a photograph, and I questioned how an image could convey the sour taste. And clearly mentioned to him regarding the same. Nevertheless, I complied. Upon reviewing the photo, the team dismissed the complaint, citing the added chocolate chips as a reason to reject it for quality control.

This rationale is perplexing. The cake remains a Theobroma product, and a simple decorative addition should not negate responsibility for its quality. It’s like you order from pizza hut and if you added oregano from another brand they dismiss the complaint.

After further discussion, andhaving an intuition that this brand doesnt care and will make the chocochip as an excuse to save their refund/ replacement process. I explicitly stated that I did not seek a refund or replacement. I merely requested that someone from your team assess the second layer of the cake to understand the issue. Mr. Sohail then agreed to collect the cake for quality inspection. However, despite waiting at home ON an occasion no one arrived to retrieve the cake.

Moreover, I am deeply concerned about the potential health risks. Had I not tasted the cake before serving, children could have consumed the spoiled layer without realizing it was inedible.

This lack of follow-through and accountability is deeply disappointing. It suggests a disregard for customer concerns and raises questions about quality assurance practices.

Given the premium pricing associated with theobroma brand, such experiences are unacceptable. I urge the Head of Food Quality or Operations to investigate this matter thoroughly and implement measures to prevent similar occurrences.

I hope this feedback prompts a reevaluation of your customer service protocols and quality control processes.

Also

Sincerely,

Lee Rodrigues
[protected]
Date of purchase:10/04/25
Order Number: [protected]

Theobrama a cake and pastry shop situated at c-11 shop no 2 sda shoppong complex is charging consumer extra for carry bags. A charge of rs 10 is charged on everytime a consumer purchases a product and carry with them. However the same has been passed by the high court that companies cannot charge consumer extra for carry bags.
Also, when requested to remove the charges the owner said we will not follow the ruling and will charge an additional charge for carry bag. Thus, consumers have no other option but to pay.
Thus, the incumbent authorities are requested to look into the issue at earliest and protect peoples interest.