Big Sugar Bakeshop

AVOID! I ordered a custom cake for my company via Big Sugar's form. I told them my budget was $100 for the smallest burn away cake they offer. They told me they could do it, but for only $116. When I went to pick it up, they told me there was a mix up on their end and they made the cake a few days ago but it would "still be good" and the burn away section on top was so bubbly and old they had to replace it when I came to pick it up. While I was waiting I noticed on their menu board that the smallest custom cake started at $50...Interesting. I didn't think the cake looked professional but if it tasted good that was all that mattered. The person next to me SPIT OUT the piece of cake and said it was awful. Sadly I agreed, the frosting was basically frozen and the cake was dense and super dry. I am sooooo disappointed.

Visited Big Sugar Bakeshop totally randomly - we stopped at Salt & Straw next door for ice cream and I really wanted a vegan chocolate chip cookie to go along with my ice cream soooo decided to pop in to check if Big Sugar Bakeshop had some! What a pleasant surprise. They did have vegan chocolate chip cookies - WIN! We walked out with my cookie, Oreo brownie, strawberry lemonade bar, and a coconut cupcake. Everyone enjoyed their baked goodies enough for a future visit. Not an inexpensive place but worthwhile to stop in for a treat. The ladies working were very nice and they have fun merch to browse! Yelp also has a check-in offer for a free coffee ;)

It all started when I had to place a last minute order in. It was just 3 days before my daughters birthday and I inquired through email. Not only were they quick with a response they helped me stay within my budget and through the whole 3 days of email communication they made sure the cake was ready for pickup on Sunday and I was impressed! My girls loved the cake(confetti with strawberry butter creme filling) . It was very beautiful and sweet! First birthday in California and this business was on top with working with me. When I couldn’t make it to the shop to pay upfront before they closed they were convenient with their invoice online! Just a great experience and no disappointment what so ever! From reaching out to them on the 7th to sending my husband for pick up on the 10th it was all a 5 star experience! I’ll forever do business with this bake shop ! Much love!

The most delicious custom cakes, cupcakes, and baked goods. This cake (with a photo of my dog) was salted caramel and chocolate. The cupcakes were for another occasion, my friend’s birthday. Beautiful customization. Both were heavenly!

I absolutely love this bakery! They participated in Mrs. Mazel day and I've been going back for delicious cupcakes ever since! I ordered a vegan chocolate cake with vegan buttercream frosting and it is fantastic! They are WONDERFUL here !!!

TLDR: It comes down to communication and making the wrong order and leaving us in a bind as the shop pushed back the pick up time, leaving us with no options. Full details: Order was put in well in advance and as written on the sheet; clearly states: No décor necessary; can be plain chocolate. Now, why write this negative review; it comes down to communication. When the staff arrived this morning; they made no attempt to contact us that the order was wrong. We phoned to confirm our pick up and they asked us if we could come 2 hours later to pick up; but they didn’t inform us why or give any hints. When we came 2 hours later; nothing was mentioned other than handing us the box; which as you can see is very colorful and extremely decorated. As nothing was mentioned by the staff… we had to inquire; why was the order decorated differently than ordered; and why was it never mentioned this morning on the phone or when handing over the items when the order clearly states plain. The excuses given were not reasonable (didn’t read instructions). That’s not a valid excuse with an order placed well in advance. And it’s not reasonable to never bring it up when we phoned or when we picked them up in person. While we were given a refund; the 1 star rating is for poor communication; leaving us in a bind by pushing back the order window with no other options from them. No apology; other than ‘so we want to confirm you are rejecting this order’. Word of caution for future orders. Confirm what you want; call them and confirm with them verbally the order was done right. And maybe triple confirm that. Wouldn’t want others left delayed by this shop due to their poor communication.

Big Sugar is my absolute favorite bakery in LA. Only 2 tiny shops. And yes I tried Magnolia and almost every other recommended place. Not even close. Today they had my favorite cupcake. Strawberry shortcake. Vanilla cake with fresh strawberries and whipped cream in the center, and a whipped cream frosting. To die for. As are all of their cupcakes and cakes.

The negative reviews are on point, The cake is terrible. The frosting looks awful and the communication with the bakery itself was the worst (classic response "it was my fault I didn't understand the invoice"). They sell you one thing and then provide you with something else, and on top of everything else it was late. Just go somewhere else. Save your time and energy of having to dispute it with the bank.