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“Poor customer service”

Maison Dandoy - Tea Room
Ranked #2 of 27 Coffee & Tea in Brussels
Price range: $5 - $15
Cuisines: Cafe
More restaurant details
Restaurant details
Good for: Families with children
Dining options: Breakfast, Outdoor Seating
Description: Located in the heart of Brussels between the Grand-Place and the Bourse (Stock market), the family owned Dandoy Biscuits has perpetuated its unique craftsmanship of traditional Belgian and Brussels specialties since 1829. Based on original recipes, using the best natural ingredients, with no additives, preserving or colouringagents, Dandoy Biscuits are daily hand made in our factory. Hence the uniqueand incomparable flavour of our biscuits which is the foundation of our extended reputation locally and internationally. The Dandoy Tea Room was opened in 1984in the Rue Charles Buls by Jean Dandoy. The Tea Room enabled Dandoy to better respond to our customers’ ever increasing demand for innovation and high quality products. In this unique environment dedicated to Dandoy products consumers can not only savour our range of biscuits but also our unique traditional Brussels and Liège Waffles based on our family’s recipe. We complete our Tea Room offer witha wide range of home made ice creams and traditional Tea Room quality products (salted tarts, pancakes, fresh juices,...).
Glasgow
Level Contributor
28 reviews
13 restaurant reviews
common_n_restaurant_reviews_1bd8 59 helpful votes
“Poor customer service”
Reviewed March 27, 2013

This place was one of my 'go-to place' list in Brussels. Have read so much good reviews we were very disappointed with their customer service when we went there twice; first looking to buy ginger bread and biscuits to take home and the second when we had some waffles. At both times staff did not seem to care, not a smile on their faces when serving and not a thank you when we were leaving after having had waffles and coffees as they were too busy chatting amongst themselves, and the place was not that busy neither when we were there. Yes, waffles were tasty and looks great on photos and we would not have minded paying more at this place if only service was good (for example the shop right next door selling it for 1 Euro!) but unfortunately their poor customer service affected our expectation to the point that we did not enjoy their 'famous' waffle or did not have great waffle experience. Nevertheless we had waffles there for the sake of eating at famous Dandoy so that we can say we have been there.... We did not buy anything at the shop after all but bought some ginger bread cake at duty free at the airport instead (which was really good, by the way). My husband goes to Brussels often so I may ask him to bring more ginger bread cake from duty free but we know we would not go back to Maison Dandoy again.

  • Visited March 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
1 Thank eimatretep
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,051 reviews from our community

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San Juan, Puerto Rico
Level Contributor
201 reviews
102 restaurant reviews
common_n_restaurant_reviews_1bd8 110 helpful votes
“Simply delicious”
Reviewed March 26, 2013

We visited early in the morning, around 10am, so the cafe was closed. Since this was the only chance we had to visit, we ordered some waffles from the main floor. They have some high tables were you can eat. Although the waffles were already made and reheated, they still were very good. The hot chocolate was delicious as well. Staff was very nice. Price as expected.

  • Visited March 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
Thank nytoparis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
5 reviews
3 restaurant reviews
common_n_restaurant_reviews_1bd8 2 helpful votes
“Expensive and Disappointing”
Reviewed March 24, 2013

We visited here in the late afternoon for a drink and snack, on the recommendation from this site.

It was very busy when we went and this affected the service. We waited longer than we would have liked for all elements of the service, from the order being taken to the bill at the end. There was only one waiter looking after all of the tables in the sitting area. Due to how busy it was, a second person was needed as the waiter was clearly being stretched too far.

When the waffles finally came they were a little disappointing. We tried the Brussels style waffles, as we had already had sampled Liege ones, and we weren't keen on them. This could just be a bad choice from us. What can't be faulted is the size of the waffles, which we were able to share between two - but is probably best suited for one person who is looking to over-indulge. I had a Mocha milkshake which was OK and a tea consisted of a cup of mildly warm water and a tea bag as opposed to a tea pot.

This leads to our main complaint; the price. We had a 3 Euro waffle from another cafe which we much preferred, tea of a comparable price elsewhere came with several cups of water in a tea pot and the milkshake was the same price as many mid-priced wines in restaurants.

Maison Dandoy must be doing something right, otherwise it would not be so well rated. From our visit however, we would not recommend this to others and were sorely disappointed.

  • Visited March 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
Thank alexrdevans
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Maison D, Responsable relations clients at Maison Dandoy - Tea Room, responded to this review, March 26, 2013
Hi Alex,

Thank you for your review.
We would like to apologize for the bad service you experienced. We are taking your concerns very seriously and we'll do our best to avoid such situation in the futur.

Best regard,

Alexandre for the Maison Dandoy
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brussels, Belgium
Level Contributor
88 reviews
52 restaurant reviews
common_n_restaurant_reviews_1bd8 38 helpful votes
“delicious, crowded, price on the high side”
Reviewed March 20, 2013

perfect spot for a short break while visiting the city centre. they have a large selection of biscuits, waffles and warm drinks. can be crowded but very nice

Visited November 2012
Helpful?
Thank ChasseurDetoiles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Maison D, Responsable relations publiques at Maison Dandoy - Tea Room, responded to this review, March 22, 2013
Hi Chasseur Détoiles,

I would like to thank you for your lovely review, this make us very happy!

Hope to meet you next time you, don't hesitate to ask for Alexandre ;-)

Best

Alexandre for Maison Dandoy
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York
Level Contributor
125 reviews
63 restaurant reviews
common_n_restaurant_reviews_1bd8 93 helpful votes
“Bad Liege waffle”
Reviewed March 15, 2013

I really wanted to like my Liege waffle but this one was really disappointing. The caramel sugar flavor was amazing but the waffle itself was hard; it had the consistency of a frozen waffle after it's been in the microwave. To be fair, it may have been because I was the first customer of the day. They already had the waffles pre-made and just stuck them in the iron to heat up. It wasn't too bad though because the woman at the counter only charged me 2.05 euros even though it was supposed to be 2.70 euros (for takeaway) according to the menu—not sure why though. I recommend coming later in the day when it's busier so you get a fresh waffle which might've made all the difference. Also good to note, there's a location nearby on Rue au Beurre, but they don't make waffles there.

  • Visited March 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
Thank framboise8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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