Keesler Base Exchange — Local services in Biloxi

Disappointed with Bakery Service — Poor Communication & Follow-Through

I normally love shopping at Keesler and have always had good experiences, but unfortunately, I had a really disappointing interaction with the bakery department this past week.

I went in on Monday to place an order for my daughter’s early first birthday celebration — a 6-inch single-layer cake with white buttercream and pink top and bottom borders, plus 24 cupcakes (pink and white with sprinkles). I was told there was space to take the order, filled out the cake form myself, and was told it would be ready for pickup Thursday at 9 AM.

(I placed this order on Monday to pickup Thursday for the party on Saturday)

When I showed up Thursday around 9:15 AM, my husband and I waited at the bakery counter for over 30 minutes. One employee kept making eye contact with us while working on rotisserie chickens but didn’t acknowledge us. Eventually, a deli worker kindly tried to help, but she couldn’t find the order and even asked others — no luck.

The rotisserie employee finally came over with a poor attitude and told me, “She didn’t make it.” I asked what he meant, and he repeated himself, adding, “You were supposed to pick it up Thursday.” When I told him it was Thursday, he just said, “Oh, well I don’t know what to say,” and walked away. No apology, no solution, nothing.

I walked out with no cake and no cupcakes. Luckily, another bakery helped save the day at the last minute. I understand that mistakes happen, but the lack of communication and customer care was unacceptable — especially for a child’s birthday.

I still love Keesler for many things, but this was a really disappointing experience. I hope the bakery department improves in how they handle custom orders and, more importantly, how they treat customers when...

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