UG Cakes — Restaurant in Kathmandu Metropolitan City

Sharing My Experience with UG Cake

In December 2022, I ordered a cake and a mug cake from the so-called popular store UG Cake for my brother’s birthday. I paid NPR 2,350 — which may not be a huge amount for some, but as an international student, every rupee matters. It was a hard-earned gift, especially because it was my brother’s first birthday without me.

Though the cake looked nicely decorated, what arrived was completely rotten, and the cake jar was moldy. My mom had to throw everything out immediately. She informed me back then, but I had just moved to the U.S. and was overwhelmed as a new international student, so I didn’t push the matter.

Now, seeing so many others share their disappointing experiences with online stores, I decided to speak up too. I contacted UG Cake and explained everything respectfully. They initially said they would raise a ticket — only to close it immediately without offering any explanation or even a simple apology. Just a blunt “no refund.”

As a genuine customer who wanted to surprise her family with love from far away, this experience was extremely disheartening. I’m sharing this not for sympathy, but so others are aware and don’t go through the same. Hey if any ug cake member are reading this please that was my hard earned money as an international student I need my money back.. Guys I genuinely buy lot of clothes,makeup products from online stores to my mom from us like pretty click, nari attire, batuli pahiran..I am a genuine buyer.I really support small businesses but this is not done ghosting like this not done.✅ Reply to Kiran Sir Hello Kiran,

LOL, I’ve grown up eating cakes from so many places, both in Nepal and abroad — and trust me, I can absolutely tell the difference between a good and a bad cake. So can my brother. The cake I received was clearly not fresh, and the jar was moldy — that wasn’t just about “taste being subjective.”

Yes, I do understand it’s been a long time, and I mentioned that upfront. But I had just moved to the U.S. as an international student, and I was under immense mental and physical stress trying to adjust. I wasn’t in the space to raise a complaint then — but that doesn’t make my experience any less valid now.

I’ve supported so many small businesses over the years, and I still believe in honest feedback helping businesses improve. I’m not demanding anything — just wanted to share what happened because it was genuinely...

(I am describing my experience here since you asked) I posted this rating three years ago so I doubt I would be able to find the order number. However, from what I remember, there were two bad experiences that happened. My sister had ordered a surprise cake for my birthday which was delivered to my home. She had already paid for it, however, the delivery person asked us for payment again when the cake was delivered. We didn't know that it had already been paid for so we paid them. Not only did this ruin a birthday surprise, additionally, we also had to go through the hassle of asking for a refund and having to go to the store again by ourselves to get the refund. We had ordered another cake for later that week. However, when we went to pick it up, the person at the store was quite rude about us coming to pick it up in-person. We were told that it would have been delivered to our address even though we were never specifically told that we didn't have to pick it up by ourselves. Since we were already there, we said we'll take it ourselves and asked for a plastic bag to put the cake in. But the person told us they didn't have a plastic bag large enough for our cake and that this wouldn't have been a problem had we let them deliver the cake to our home (what the heck?). The person didn't even make any extra effort to try and find a bag for the gigantic box of cake we had. We had to ask around in other nearby stores if there were any spare plastic bags we could use.

The cake itself wasn't the problem but you guys' customer service was horrible. I haven't ordered anything from UG cakes in 3 years and I'm sorry but I...

I don't want to give even 1 star fo you guys...I am in abroad and had a bad purchase experience with UG cake yesterday on the occasion of Mothers day.I had ordered the cakes and the magic cups to be delivered at my home to surprise my mom but it didn't workout you guys just ruin everything by calli g soooooo many ti.e to pick it up by themselves instead of delivering at home.Finally calling out again and again from abroad it got delivered but incomplete.I wanna surprise my mom but I got sooo surprised with your management and the system.The first thing is if you can't handle the biiiiiggg amount of orders then why do you guys take orders..The second thing is you charged me double for 2 cakes to be delivered in 1 place...The third thing is you gus forgot to bring 1 magic cup along with the cake and thats ok I understand but you told me that you will deliver it today but until 6 pm it wasn't delivered and you delivery persons are making calls and asking that they have bring the item but it hasn't been paid whereas my mom already paid yesterday to your delivery guy as a cash in hand...and I am still waiting it to be delivered....This is my first time that I had make order from UG cakes and this is my last time aswell..As we always says "First Impression Is The Last Impression " and I am soo disappointed and unsatisfied with...