Over the Top Cake Supplies Austin — Local services in Austin

This shop is so great if you wanna bake something. They have anything and everything one could want for baking. However, in my opinion, the staff and the administration of the store is so awful that it ruins the experience. I was there on December 23. I noticed while I was there that the staff basically was standing around whispering to each other and looking at the people in the store as though they were entertained by whatever it was they were seeing. So it’s a little troubling to see employees acting this way when they’re supposed to be running a store. The worst part is that when I checked out I gave them $100 in cash and asked them to put the balance on my debit card. The next day I was looking at my bank account online and realized they had charged me for the entire amount on my debit card in addition to taking the $100 in cash. I called and spoke to one of the employees who told me that it would be taken care of by Friday. I understand that Christmas was on Wednesday so while Thursday would’ve been best they were closed the day after Christmas. It is now Monday and I still do not have my money. I realize that $100 may not be much to some people but it’s Christmas time it’s quite a bit to me. I’m a single mom and to go without this money has been a struggle as I have bills I need to pay. I’ve called and spoken with three different people and they all kind of acted like it’s my fault because I don’t have my receipt. However, I’m not attempting to return anything and the onus is on them in my opinion.I’m really disappointed because I really really want to get into learning how to bake and I thought the store would be great for that. The problem is I don’t trust them. Not only do I not trust them but I haven’t been apologized to one time. In fact, I feel like I’m bothering them when I call. There’s just no excuse for this kind of customer (dis)service.

**within 15 minutes of me posting the above review, I received a call from someone at the shop informing me that they’ll process the refund right away and apologizing for the incident. As a result, I’m upping my star review to 3 stars. I appreciate the prompt response but find it upsetting it requires me to write a negative review on Google to get them to take customer service action. I will return to the store because it’s so awesome as far as inventory, but I will keep an eye...

I have been here before both before the changes the name and location and since. I will say in the time they have offered a more variety of items which is great.

The downsize is there are a lot of holes. I’ve gone in and the item I need is not in stock. I’ve gone in and the associates working do not ask you if there is something they can do to help you get what you need.

I spent 100 dollars between 2 visits last week. I saw a sign that said edible products cannot be returned which is understandable. But I bought a pair of scissors labeled kitchen scissors in the aisle with airbrush paint. On my FIRST use, they broke. One of the whole handles literally popped of. I was cutting an edge of one of the rounds of a cake board thatbisnt even a quarter of an inch thick. That’s ridiculous. I called to see if I could return and it was told no. That I could only exchange it for another pair. Why would I want another pair of scissors that are of thatnpoor quality??? That is bad business I’m my eyes. If you’re unwilling to recognize that a cheap product is being sold then you don’t care about the customer.

I also had to return to get some foil covering for one of my boards. The employees was not knowledgeable about the process. I asked enough question to figure it out on my own where she even admitted she didn’t know how it worked. Again, unprofessional.

At least when the location was smaller it felt personable and that them employees truly cared about what you needed. Now you’re just another number and another sale. Even the woman who sits behind the computer doesn’t smile or offer any service or help.

I’m very disappointed in my recent visits here and would much rather find another way to get what I need then to experience service that does not care about my needs or making...

I have always loved this store but that changed today. I bought 2 of the 7 lb high ratio shortenings about 3 weeks ago. Used 1 tub & half of the other to make icing as I had a big wedding coming up & other orders. After making up the icing I noticed it tasted bad & left an aftertaste in my mouth. I didn't use it on any of my cakes because everyone loves my buttercream & I knew something wasn't right. Finally today I had the time to call them. I ask if they have had complaints about the shortening lately. The lady told me they occasionally get in shortening that is rancid. I told her I had made up all but half of the 2 tubs in icing & will they make it good. She went & ask someone who I assume was a manager. Came back & told me if I bring the half tub back they will exchange it for another tub. Even though I have my receipt & the other empty tub plus the icing I made if they want to see it, they will not make the one I used good. I ask if I could just get other items instead because I didn't want to chance that happening again. She told me no I would have to take a tub of shortening. So, not only am I out the shortening, I'm out all the powdered sugar I used in the icing that I will have to throw away. That doesn't even include all the time I put into making the icing. I honesty had quit using the shortening from here a couple years ago because it never mixes smooth in the icing. I have switched to Sweetex which if you haven't tried I highly recommend it. Problem is I have to get it in Houston & my husband was going through Austin so I had no choice at the time. Lesson learned. I'll make the 2 hour drive to Houston for my supplies...