Bryants Bakery Cafe — Restaurant in Goulburn

Ruined our young man's 21st. We ordered a half slab chocolate sponge, with icing, a month in advance. Nothing complicated. Cost was over $100. It was our mother's contribution to the 21st and we were very clear and simple with instructions when ordering. The only change was a few days before the party where we asked specifically for the icing to be flat, not combed with a pattern. Picked it up on the day (Saturday) and got it home out of the rain only to find the sides had not been iced. Just icing on top. Then discovered it was a plain sponge, not chocolate, as ordered (we were clear about this - they said at the time "chocolate mud?". We said no, just chocolate sponge". Called to complain and the woman seemed empathetic, said she was really angry with the baker and that the front-of-house staff are the ones who always have to deal with angry customers when the baker does this kind of thing. She agreed a refund was more than fair. She could not find our original order - it had been thrown out by them. They said they would speak to the baker and get him to call us back as it was his "stuff-up". They tried to call back once that day but the party had already started. When the cake was brought out with candles lit, it was an embarrassment to the whole family and we had to explain to the guests that the bakery had neglected to ice the sides and that it was meant to be chocolate - the birthday boy's favourite. Our mother called Bryant's first thing Monday, asking for a refund for the cake. They had since found the original order in the bin and said that as we had not specifically ordered icing on the sides, our pensioner mother was not entitled to a refund and essentially said it was our own fault. Who would EVER have thought you would need to ASK for sides to be iced on a cake? Have you ever seen one NOT iced on the sides that has been "professionally" done? They advised they would speak to someone to see if something could be done but never got back in contact with our mother. How disgraceful that this local, "family" business would treat customers this way. A family that had supported them for decades. Ought to be ashamed of themselves. We will never spend a cent...

Bryants bakery --if there were more stars ,you would get them.Thank you so much for everything I ordered a white chocolate mud cake over the phone, half slab.half orange half blue with silver stripe.You did exactly as I wanted .It was a graduation/wedding cake and was delicious.Thank you to all I spoke to on the phone .The reception was at Workers club and the cake was too heavy for me to carry so one of your staff did A big THANK YOU for everything.I had a vegetable pastie from the bakery It was very tasty and I enjoyed it.You have a great variety of pies cakes etc and a clean shop with...

Left disheartened after being massively let down with our baby girls christening cake. Having placed the order 4 weeks in advance, then going in to pick up on day of christening to being told they didn't have a cake. Until they found it... a plain cake in a box with all the details on the order form stuck to the lid that was meant to be made for the special day. What we got given was a plain cake roughly iced nothing more... with them having to quickly pipe my daughters name on it which looked terrible.... roughly done in minutes so at least we would have a cake. Like i said very...