Sugar Mama's Bake Shoppe Inc. — Restaurant in Ontario

I want to share one of the worst customer service experience i had with 'SUGAR MAMA'S BAKE SHOP'. I ordered a custom made cake for my daughter's 17th birthday on 23rd April. I went to Sugar Mama's bake on 18th April to ask if they can make the cake I had shown (gave them pic too) few days back and the older lady at the shop confirmed that they can make it except for the fondant work. I confirmed them the order on text the same day ie 18th April. I even wrote them on text what I needed on cake. I got a reply back from Krysten's country kitchen that they will only consider the order once they get the payment. She sent me an email address to pay. Fair enough. I went to shop next day on 19th April to make the payment and confirm my order in-person. I reiterated my order and realized I had made a mistake on text about what is to be written on the cake. I had texted them to write "Getting Seventeen" but actually my daughter wanted "GOING SEVENTEEN" a title from some POP group. So while confirming the order in-person I asked them to write Correct wordings. The old lady at the counter wrote the order (in the order book). I corrected her that I want them to title the cake GOING SEVENTEEN. She even took the picture of the cake from my phone. I also asked them to write Happy Birthday message. They showed me a white fondant type thing in various designs on which they write message to go in the top of cake.

My daughter was so happy and excited to get the cake she really desired and was looking forward to it.

Everything went well so far. I went back on 21st April to collect my cake. GUESS what?? My worst nightmare came true. They had written GETTING SEVENTEEN. I told them they have made a mistake. The young girl at the counter called some one over phone to tell her the mistake. After her phone call she agreed they have made a mistake and they will check with decorator if she can fix it and will offer a discount or refund. I left the cake with them and gave them a chance to fix the mistake.

After some time I got a text from Krysten's kitchen that it cant be fixed as she is not available today and to make things worse she wrote it's my fault that in my initial message I wrote the wrong wording. I told her please check your order book but she wrote back to me that they can't incorporate so many changes in the order and insisted its my mistake. I told her first change was made even before confirming the order in-store and making the payment and second thing was just not to put the pre made white sugar fondant thing which has says "Happy Birthday". But she kept emphasising on the message i had sent earlier even before the order was confirmed. She wasn't ready to acknowledge or check whats written in order book. Anyways i went to collect my cake and GUESS WHAT? NO discount or any refund. No apology from Krysten's kitchen instead she always picked the words or statements from my messages which suited her business need instead of making effort to fix or atleast do something to make it up for the mistake. I found it rude and had a the worst customer service experience one can expect. I think for them customer satisfaction has no meaning they got money in the till and everything is good. I gave them a chance to fixed it or do something about it but no they just want to put all blame on customer. No apology from Krysten kitchen either.

Now I am left with a cake for which I paid $40 and which I need to fix myself and above all my daughter feeling Sad and...

I assumed Sugar Mamas was still at the Metro plaza and was just never open lol, go to find out its now at the Bell Tower Plaza/Marketplace tucked in between a car rental and pet store lol

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So Sunday i wander in seeing that it was there now and actually open!!! 😱. I was waiting for my s/o that was in the car rental place to be done, so as I was waiting to order I asked a few questions. One girl told me EVERYTHING in the store but cheesecakes I could get 6 of for 12$. Awesome!!!! I called the s/o to find out what he wanted so I just let a family that came in behind me go ahead. He didn't pick up so I just ordered whatever. My mother wanted a canoli, she got that I said I wanted that last pink lemonade cupcake and the others I choose at random. There was only the one fricking PL cupcake left and I know it's kinda whiny to complain, but literally the PL cupcakes are the one and only reason why I pay so much for a few bites of sugar. But obviously and most unfortunately she didn't hear me or she misunderstood because she grabbed the lemon one. You know normally whatever, an honest mistake (i didn't realized happened until almost home tho so we had to turn back), but the part that really frustrated/frustrates me is when I went to pay it came to 17$. Not 12$. When I asked why the other girl said that only the "day olds" were 12$ for 6 and that the canolis were a bit more when it came to the 6 items deal too not just the cheesecakes. Like, I know it was a smidge chaotic that day but to pay 17$, when I was told "anything in the store but the cheesecakes" but now its the conalis too and it to then come to that price when I didn't get the ONE and only fricking thing that I "tbe buyer of said expensive treats" wanted was/is kinda mind-blowing annoying lol When I did go back in hopes that they had more of the PL cupcakes in the back they unfortunately didn't but they did rectify the situation with a free cupcake for next time I come in. Sooooo, I can't totally complain but all honesty I've been waiting over TWO YEARS now to get ONE gods damn delectable unholy delicious MF cupcake!!!! And there was that ONE THERE I seen and was almost in my grasp.........and I didn't get it 😖😫😭😵. Every time I went to Pop Ups @ The Bay booth/stand/whatever I couldn't buy them in singles and they'd be mixed in with coffee flavors for the 6pk ones to buy (🤢) and then I thought they were closed at the Metro plaza. So I haven't had one since before covid and ive been craving it FOR FOREVER!!!!! 👿

Overall the treats are good there, but the prices and confusion is something I TBH don't and won't spend my time or schmoney on on the regular. It's a good splurge tho and I highly recommend the brownies, canolis and for the cupcakes, Peanut Butter Supreme, Double Trouble Chocolate, Simply Sinful and I don't want to say it in case I go and theres no left AGAIN 😑, but the Pink Lemonade cupcakes are the absolute best being light, sugary and sweet with a bit of tang 🤤. If you got a bad sweet tooth for chocolate or craving something sinfully rich and delicious get any of the chocolate ones i...

Very disappointed. Bought two cakes, one reese peanut butter cup, and one red velvet. We were pretty excited; they looked amazing on the outside. Unfortunately, the flavour was kinda plain, nothing to write home about. The cake itself was nothing special; equivalent to boxed cake in flavour. What was particularly bad was the super-sweet icing heaped on the outside of both cakes. It was way too sweet and tasted no different from cheap grocery store slab cake. We were particularly disappointed with the red velvet, as they are traditionally made with cream cheese icing and are multi-tiered, but only the filling, which was single-layer, had cream cheese. We actually disliked it so much we scraped off all the outter icing just to make it bearable (and not just throw them out entirely). Bakery cakes cost more because you expect fresh, bursting flavours and not the sickly-sweet sugar icing and box cake flavours of grocery store cakes. I'd save your money and go get a grocery store version. In fact, a pre-frozen larocca cake from the grocery store would have been...