The Cheesecake Shop Gladstone

I recently purchased a birthday cake from Cheesecake Shop Gladstone and was extremely disappointed. The cake quality was very poor, especially considering it is supposed to be an authentic specialty cake shop. The texture and taste were nowhere near what I expected. What frustrated me even more was the customer service. While ordering my cake, I asked about another option and how the layering was done so I could choose the best one. Instead of explaining or checking if I wanted to change my order, the staff member just went inside and started packing the cake I first ordered. The person didn’t wait, didn’t ask whether I still wanted that cake, and didn’t bother to help me decide. This is the second time I’ve had a negative experience here, so it’s clearly not a one-off issue. Very poor service and disappointing quality.and I hope they take customer feedback seriously and improve.

The Cheesecake Shop in Gladstone is clean, well presented and had lots of variety to choose from. Based on the other reviews I would just get something they already have in stock and not bother with a special order or writing (just to avoid disappointment). I chose a small pre-cut 3 piece mud cake pack and it was quite delicious. All three were most excellent. In the pack there was; Caramel Glaze, Belgian Double Choc and Belgian White Mud cake. If I were to pick a fave I wouldn't be able to tell you. I think you should pick one of these and give it a go yourself. Perfect with a hot cuppa on a rainy day 😋😍

I ordered a marble baked cheesecake. The cake wasn’t set properly and I was really unhappy with the appearance of the cake. It appeared very different to the photos on the website. When I raised this with the team member at the time (who was very helpful) - she spoke to the manager, who apparently told her that ‘this is how we do it now, and can’t change’. I had purchased an additional chocolate piece with happy birthday written on it for 6$ and was offered a refund for this amount (6$) as a remedy. Terrible. Will never buy here again, and I will certainly never recommend this shop again! Best to spend the extra $$ to get a better cake done.

I ordered and payed for a marble cheesecake, I wanted to have writing on it as a fun play that I am leaving on Valentine's day. When I got there to pick it up, I'm guessing it wasn't ready as I had to wait a while for it. When they brought the cake out and opened the box to show me I was very disappointed in the appearance of the cake, the writing looks like it was done while I was waiting for my cake. I just took it because I had things to do that afternoon, and wouldn't have time to come back to the shop to get a new cake or simply re-do the writing. An extra $6 for some writing, it's not centered or uniform.

Love the smell, wish they did rainbow cake in the quarters though.. chocolate cake very good

Went in person, spoke to the cake maker with our requirements (No chocolate) and paid for our wedding cake, one month prior to our wedding. They called us the day before to say they didn't have the correct cake available and could do half white and half chocolate... obviously being the day before what could we do... we did ask for a discount which they agreed to. Then when we went to collect they wanted to refund our discount in vouchers. We said absolutely not as we won't be purchasing from here ever again, we want cash or bank refund they eventually refunded us $25😫

We ordered a cake over a month in advance for our elopement, with a specific dairy-free requirement. We chose this store because it is a well-known franchise and we reasonably expected a basic level of reliability and consistency. We have had this cake in the past and genuinely love it — it was perfect for what we needed. We had also contacted another local bakery beforehand, but they did not offer dairy-free options, so this was the most suitable and logical choice. The initial booking call was already concerning — the staff member I spoke to was unprofessional, put me on hold repeatedly, and communication was very poor — but I was told the cake was booked and that someone would follow up. No one ever did. On 17 January, after hearing nothing, I called again and spoke to two different staff members. After explaining the entire situation twice, I was told there was no booking at all, and a new order was created. No payment was requested, no written confirmation was provided, and no further communication followed. When we arrived to collect the cake, after driving 7 hours from the Gold Coast to Gladstone (we were eloping at Heron Island and catching the ferry the following morning), we were told the specific cake we ordered was not available. We were offered a different flavour instead, which was the only other dairy-free option available. It was bright pink in colour, and the decoration was poorly executed, visually unappealing, and did not resemble the example displayed in store. This was entirely unsuitable for an elopement and completely inconsistent with what had been discussed and expected. We were told someone had "tried to call" the day before. I had one missed call from a private number, no voicemail, and no way to return the call. That is not appropriate communication for a time-critical order. Had we been properly informed, we could have sourced a suitable alternative during our journey. Because of this failure, we were forced to drive over 200km round trip to Rockhampton at the last minute, in very poor weather and heavy rain, to find a suitable replacement cake — adding unnecessary stress and disruption to what should have been a once-in-a-lifetime experience. That said, I want to specifically acknowledge the Rockhampton store and Waseem, who was incredibly helpful, polite, and professional under the circumstances. He went out of his way to assist us, handled everything calmly, and even congratulated us on our elopement. His service was exemplary and completely contrasted the experience we had at this store. The lack of organisation, failure to properly record and manage the order, and disregard for clearly stated requirements and the importance of the occasion is extremely disappointing. This location cannot be relied upon for special events, and I would strongly caution others before booking anything time-sensitive here.