Lydia Z.
Yelp
I usually only write bad reviews for bad food but I am appalled at Marcia's customer service and lack of professionalism. I don't doubt she can appear sweet. But she basically called to vent at me for a messed up order when in reality their archaic and odd ordering system makes it very easy for misorders to occur. There's no walk in to buy, no online payment, and a very poor confirmation system. The business side of things desperately needs to be handled by someone else or else they'll slowly lose their business.
Before I go further, I will note that I have seamlessly bought cakes from here on two separate occasions before this. The man(likely the baker) is nice and quick with cake handoff. Cakes are great. However, this time, I felt very mistreated.
Here's my story: I placed a cake order Monday night for Thursday morning pickup, and they are closed on Tuesdays. I never received my confirmation for pick up and they mention waiting 3 hours after submitting an order for the confirmation. I waited and eventually called on Wednesday to check in and place my credit card info in, but they never picked up. The website said they were on vacation recently so I thought.... maybe they were still on vacation? You'd imagine they would call back or not even bake the cake until I have done so. I get a call Thursday morning about the pick up but I no longer needed the cake because I never got a confirmation and panicked bought cake elsewhere. The man said he already made the cake and I felt very bad but could not afford to buy it. I could hear him regurgitating Maricas irritated quips about how she FOR SURE sent the email and for me to check my spam. The man and I decided to just call it at that. He quickly hangs up on me after I apologized.
Marcia calls me back to essentially to vent. She tells me how I ordered very late and how she WORKED ON HER DAY OFF to send me my confirmation email. As politely as I could, I told her I checked all three of my inboxes but couldn't find it. She talked over me, repeating how the email says it was delivered. I tried to talk louder saying I do not see the email and was trying to ask what email she even sent it to. But she interrupts me again to say how she will resend the confirmation for me to see. As if that will change anything/solve the issue (I'm sure someone with their customer in mind would try to get the actual email). I tried to apologize--maybe I, a busy student, should have dedicated my entire afternoon to calling them to confirm my order--but she just kept talking over me and repeating herself. I told her I called them and they didn't pick up, she answered with "well, you NEED to call us if you have any issues" (?!?!) After wasting my time ranting and completely ignoring anything I said, she gave a satisfied "good bye" and hung up. Yet here I am, still waiting on that resend of her confirmation email....
I unfortunately will not be ordering from this place ever again. I know the man probably doesn't deserve this and I like supporting mom and pops shops/local businesses but I do NOT want to support a business that calls (after I have canceled an order) specifically to express their annoyance because I did so. I know this is not an ideal situation for them, but there are things they can easily do to prevent these mishaps from arising such as actually selling cakes to pick up when you walk in instead of doing it this way. Or even simply allowing for online payment. And then they will probably not be so mad at one cake cancellation. This ordering system is highly inconvenient and they really ought to implement a "bake after payment/confirmation" system.