Very disappointed with this company. I ordered a cake (cost $70) for a family member's birthday - from what we thought was a reputable company. While it is not customary for me to post reviews, especially negative ones, I feel compelled to write this so what happened to me will not happen to others.
I placed my order well in advance, accounting for extra time in case of shipping delays-a week later I never received the cake. I emailed the company and was told it was a UPS-related mistake. The cake finally arrived a week and a half late - missing the event it was for. I was willing to let that go as we were excited to try it. When we finally got the cake, the box it was delivered in was saturated. I opened the box to find one warm, melted ice pack with a very sad-looking cake. Still hopeful, we tried one bite of the cake and were completely disgusted. It tasted extremely stale and we threw the entire cake away. All sales are final so no refund was provided. Please be aware of the falsely advertised product as the pictures below provide a more accurate representation of what to expect from this company.
Cookie cake itself is superb. Just need to work on customer service. I will recommend ordering online and not talk to the store because they can be rude. But the cookie cake (Triple oreo) was amazing. Also, try to order on colder days so if there are delays on the delivery, it will still arrive with icing intact and not falling apart. I will order again online and it was my 2nd time ordering. My boyfriend loved it (Peanut butter cups).
Going to make your cake purchasing simple. This company is very unprofessional. They are selective with their service. This is my second year purchasing a cake from them. My first year in 2020 I had the best experience and was thrilled to order again the next. Unfortunately the cake arrived a giant slosh there was no insulation or cold packs within which most companies would usually incorporate when they have a delivery service. The first year I ordered service was great this year it was not. I wasn’t upset because mistakes happen. But the owner was very disrespectful and didn’t offer any apologies or own up to the companies fault on packaging. No refund was even offered. So if you want a chance of roulette or a headache order here.
The Reese’s Pieces Cookie Cake was absolutely amazing!!! It was fresh and delicious and we couldn’t stop eating it!!! The customer service was also fabulous. This company went above and beyond to answer my millions of questions and to make sure that I received exactly what I wanted. Thank you!!!
Such a delicious and unique cookie cake!! I sent it to my mom’s house for Mother’s Day and she loved it!! She never had anything like it. I highly recommend the cookie cake with brownie added to it.
I never write negative reviews. Never received my cake. Ordered a cookie cake Feb 7 at 8:38am. for my daughter's birthday from the Jersey City store. Called because I had a question, no response. Called again 2x during the week, no response, Tried emailing. a couple of times, no response. It is now Feb.14 at 7:27pm. Called and emailed once again today. Still no response and NO CAKE!! When tracking the order it still says processing. My credit card has been charged, Wondering if they are just a scam.
This is probably the first review I’ve ever written for any business. Ordered from this place last year and loved the cake we received. This year, for the same special occasion, ordered the same cake and received a pile of mush—it was completely inedible. The packaging is NOT suitable for a cake; last year there were ice packs and more insulation. This year, the UPS guy handed me the box and I could already tell it was seeping through. No insulation, no cooler packs. Just a cake in a box in the back of a delivery truck for hours in the middle of summer. But by far, the part that is most frustrating is the lack of accountability and professionalism. The problem was never addressed and the owner took straight to insults.
Update 7/20: Their response here is what I encountered when first contacting them upon receiving their “product”—unprofessionalism at its finest. No attempt to see what went wrong or resolve the issue, just use the “small business” plea as an excuse for poor service then insult the customer… not a smart way to do business when you rely on the internet and word of mouth.
It takes a lot for me to write a negative review, but by the looks of it, I'm not alone in being baffled by how terrible this company's customer service is.
We ordered a cake in July for a birthday in August. Long story short, it never came, we never heard from the company, and they didn't bother to reach back out to me, so I called them. I was given a sickly sweet answer over the phone, emphasizing that they are a small, family-owned business, and they wanted to amend this. We were promised a replacement for the cake. Okay, great.
Only, we never got an email for shipping. The replacement never came. We also never got a reply when I asked about when to expect the replacement days later. I had to call again, and yet again, a promise of ANOTHER replacement, but this time they want to upgrade the cake and give us a gift card to the company. All of that? You guessed it, never came.
More emails sent, more lack of response, more calls by me.
BY THIS TIME, the FIRST cake, the original cake, arrives after days and days lost in transit: a nice hot box of melted garbage that was swiftly discarded.
On the latest call to the company, I understandably requested that we receive our money back. Only to be told that they were submitting a claim to UPS for reimbursement so that they could get paid back first, then I could be reimbursed. I'm sorry, what? You need to refund your customers.
Here we are in November. I sent one last email, asking about the reimbursement. The response?:
"Per UPS policy the claim has to be done by the receiver first, have you put through a claim with UPS?"
Not a good experience! Spent with upgraded shipping almost 200 dollars, scheduled delivery with the recommended lead time and we still did not receive our cake on time. When it arrived it had one little ice pack and the cake was warm. Being that it was shipped on Monday and supposed to arrive on Thursday but we did not receive it until the following Monday, We did not think the cake was edible being warm for so long. We called and was informed that they are not responsible once the cake left there shop and with the covid UPS is not guaranteeing delivery. So we are out 200 dollars and never tasted the cake.... I would not recommend unless you want to gamble with your money!
I ordered the Peanut Butter Cup Lover's cake with a brownie layer in the middle and it was amazing! It looked great and tasted even better. Also customer service is great - there was an issue with UPS shipping and they hand delivered my order at no extra charge. My questions were addressed very quickly. I will definitely be ordering again in the future.
