Cupcasions — Restaurant in Kelowna

I had some weird communication experience here. I inquired about a custom cake about 5 weeks before the needed date, and got a response saying I need to order more than a week in advance. I clarified for them that this was in 5 weeks. After exchanging emails about the design I wanted, I was asked to call to confirm my order. I did, and they asked me to pay in person, or to have a card on file. I gave my cc number and expiry date, but they wanted the cvv code at the back as well, which I wasn't comfortable with. I told them that I would be paying in person, then, and I asked when they close. I let them know I will come by in person that day to pay for the order in full. I got cut off by the staff stating that the store policy requires credit card information in full, or I need to pay in person. I reiterated that I understand, and will come by in person to pay. Then soon after, I got an email from the store (email correspondent for designs) asking about the phone interaction with staff at the store, repeating the store policy for card information, asking me to come by in person to pay by a certain date. I responded that yes, I will be coming by that day. I dropped by the store after work that day and paid for the cake fully. I took pictures of the receipt and emailed it back, since I was talking to 2 different people (one at store and an email correspondent regarding designs on cake) and wanted to confirm with the email lady that I had paid. The store then called me immediately, told me I must be uncomfortable with their store policies and payment methods, and basically asked me to cancel my order. They sent an email afterwards, reiterating that they are cancelling the order because I can't trust them based on my actions and thus must be uncomfortable with their services. I found the overall interactions to be very bizarre. They were sending emails to confirm things discussed on call and made it seem like I sas talking to two different people (staff at store and cake decor lady), then got mad at me for confirming both in store with staff and the email lady regarding payment. At no point did I complain, yell, or swear at the workers I was communicating with. I simply asked for their hours and reiterated that I will come by the store in person when they repeated about leaving my credit card info according to store policy. I think it worked out that I can now ask someone else for a custom cake, as I can foresee more communication issues down the line prior to pick up with this store. I am sure others have had pleasant experiences with them, but mine was a bit of...

don’t like leaving negative reviews, but I was really disappointed with the cupcakes I ordered for my daughter’s birthday. At over $4 each, they lacked any special effort and looked like something from a grocery store. Years ago, I ordered from here and received beautiful cupcakes with thoughtful details, but this time was completely different. I called to ask about it and was told I would get a call back but never did. Sadly, I won’t be ordering again.

Update in response to the owner’s reply:

The reason I called back was because I felt rushed during the initial conversation and was told the staff member had to go. I later received a call back. At no point was I asked about flowers or sea-themed accents. I also want to clarify that I never specifically requested mermaid tails. I simply asked for the cupcakes to look like the mermaid-themed ones I had ordered years ago, and I made that clear several times throughout our conversations.

I also did not request for the icing to match the mermaid tails or to be one tone. In fact, I repeated several times that I wanted them to look exactly the same as the previous order.

The follow-up calls were only about adjusting the size of the order. If more details or reference photos had been needed to replicate the original cupcakes, I would have been happy to provide them.

You should have informed me beforehand if you no longer had proper documentation or records of the original order. From the phone calls, I was under the impression that you had a copy or clear reference to what was...

I cannot say enough good things about this company, from beginning to end, on a very short time line, I was met with nothing but the utmost professionalism and delicious confectionary. With less than a week to source the cake for a surprise party, while in another province, and during covid, I called countless bakeries in the Kelowna area, hoping for a miracle to save myself and the guests from my own baking. A call to Cupcasions and I heard yet again I had missed the cutoff for cake orders. I asked if they had any other options that could stop me from a store bought sheet cake. "How many people, and how fancy do you want it?" a simple cake for 8 - 12 people, what ever you can do I will take was my reply and the below creation was what I picked up 5 days later! The most stunning, delicious, incredible chocolate cake I could have imagined! I cannot thank the Cupcasions team enough for being so accommodating and really saving my a$$ on this! The cake was the talk of the party and was beyond incredible and exceeded every expectation! I will be recommending them to everyone I know in the area, and plan to order from them again, with a much more realistic...