Custom Cake Cakery — Local services in Virginia Beach

For $280 dollars worth of cake they should have better customer service.

I submitted a price quote request on December 25th for a custom cake. I paid in full for the order via digital invoice on December 28th, confirming a January 17th pick up at 3:30.

On January 17th, I went to pick up the cake and they didn’t have it. The cake was never made. I was extremely understanding, as they offered me a refund, and the option to rework a previously paid cancelled cake. I left the bakery and came back 20 mins before the party I was hosting was scheduled to start. Upon picking up the reworked cake, a complementary cake was offered for a further date.

I was not alone during both visits, I had another person with me that witnessed and heard both the refund and the complementary cake offer.

Unfortunately after this situation, a complementary cake was not what I was looking for after being burned by spending $280 upfront to not have a cake delivered on time. I reached out to the bakery to discuss a refund or work toward a possible solution that was more appropriate for the situation.

To this they replied they would only refund $45 dollars because the reworked cake didn’t include fondant, and again offered to make a complementary cake at a later date. Additionally, they mentioned that their contract states that they do not issue refunds under any circumstances after payment. I asked them to send me a copy of the contract, as the only document i “signed” and have copies of is the invoice. The invoice states nothing about refunds.

They never sent me a copy of the contract, but proceeded to tell me “Our policy was very clear even before you made any payment with us, as previously stated we can accommodate within our means we do not do refunds under any circumstances. The contract you are requesting is the same and always will be the contract we use it has never changed. You viewed it multiple times as we do have records of this as well.” I still don’t have a copy of the contract, unless they are referencing the invoice, which as I said previously, states nothing about refunds. If they were so adamant about absolutely no refunds, it should’ve never been offered when they failed to deliver on my order.

The website is the place that’s talks about no refunds. That’s still not a contract. If there was a contract, the contract probably states the date and time of pick up, which they failed to deliver on. It’s not out of line for me to request a refund when the “contract” was breached.

The substitute cake I received, according to the staff at the bakery, was a cake that was paid for and not picked up. The reworked cake was not what I ordered. It was the wrong size, wrong flavor, didn’t include fondant and not delivered on time. They received double the payment, per their “no refund policy”, and only delivered one cake. The cake I received prevented me from showing up to a birthday party empty-handed after they mismanaged the baking of my cake.

At the end of day I wouldn’t have needed a full 280 dollar refund to remedy the situation. However, the lack of customer service, disrespect, and inability to take any accountability for their role in the situation has led me to write this review. For them, its clearly just a cake with a price tag, but I was extremely excited for this cake, and for the birthday I was celebrating with it. What was suppose to be a simple pick up, turned into a very stressful situation. You should be owning your mistakes, and assist a customer who had a...

I got a cake this weekend to celebrate my 17th birthday and to say im disappointed is an understatement.

I put in my cake order in April 22nd and I got an email about some details I left out. I responded and didnt get an answer for two days so i called the store to ask them about my email. They said they never got the email but they were glad i called since the weekend would be busy with it being mothers day weekend and all. we talked in detail about my cake and how i wanted the design to be, especially since i had a lot of pictures as reference. Even though we had a mishap(i almost got the wrong shape cake) we got everything settled and i paid for the cake and everything went well. i didn't hear anything from them in the time between ordering and the pickup date, which was strange but i didn't think too much of it because of how high the reviews were and how reassuring the email i got after i asked a policy questions made me feel. i should have been more realistic tbh. my pickup time was from noon to three this past saturday which they told me they would call whenever it was ready(which i was totally okay with). i ended up calling at 2:30 because i hadnt heard from them and i was kinda getting worried and i explained the situation and the guy who answered said he would call me back after i was on hold for a minute. once he called me back he told me that they “lost” my order form and that they were sorry and could make it still and i could pick it up by 5. that was when my party was originally supposed to start but i pushed it back because what else could i do. we went to get it at four and when we got there she showed me my cake and immediately i knew it wasnt right(it was still cute so i wasnt too caught up on the design) and it was very obviously rushed. again, i thought it was cute enough so i got over it. it was when i asked if we were getting any compensation when i really got pissed. i asked and the lady at the register went to the back and said that we were looking for some kind of compensation and you could literally hear her say, “what do they want me to do about it?” then when the manager actually came out she was so rude i was in disbelief. my dad was explaining that she inconvenienced us and needed to repay us somehow. He was trying to explain how at his job its the same thing like he has to pay a fee for his work being late ESPECIALLY when its their fault. she literally laughed and rolled her eyes like dpmo. we ended up getting her on the same page that we deserve something and she agreed to give us a 25% refund(which idk if it actually went through yet). we left after that and were so confused on how they lost my order if their store looked completely digital.

onto the cake itself it was cute, definitely rushed, but cute. they gave me whipped icing which made it a lot better. my marble cake was tough in some areas yet perfectly fine in others. Everyone did really enjoy the...

I cannot say enough good things about this place! I recently had two surgeries. My second one was a surgery for my teeth. I am mentioning this because this business did what no other business did for me in my time of need. I ordered the banana pudding without anything crunchy and they went over and beyond for me. They even wrote me a handwritten get well note. Which is huge for me because I, too am a business owner and I believe in taking care of my customers. So I know what this company did for me is so rare. They took care of me with their talent for baking. For 3 days I got the same modified meal with an increase in servings (it was very delicious). And let me say the banana pudding was the best I’ve ever had! I come from a family who can cook and bake. So I can tell you...this banana pudding is to live for. As I have been healing I have also purchased a vegan cupcake, which I am sure is as delicious as the pudding . I will never forget what this company did for me. They have amazing food, amazing customer service, and they care about their customers. Order from them and I promise they will take amazing care of you...just like they did for me. Thank...