Em Cakes — Restaurant in London

I have come to this establishment for multiple birthday cakes and anniversary cakes in the past. The first time we used them, they promised to have writing in the centre of the cake but was not able to stick to this promise however we didn't mind and gave them the benefit of the doubt (I would recommend informing customers if you cannot do what your staff have promised in person face to face when placing a cake order).

The cakes were good enough to want us to come back, however we WILL NO LONGER be using this place for cakes. The most recent purchase on 27/09/24 left us never wanting to return, both for them giving us a rotten fruit on a fruit cake and then when raising this concern to them, their customer service was absolutely disgusting, accusing us of doing it ourselves. I had supplied images from the cake being collected at 11am 27/09/24 and returning home and taking the evidence at 11:49am. This is all through Iphone Apple metadata which evidences the date, location & time of images taken (live images too).

As it was a birthday, I didn't get around to emailing until 30/09/24 to inform them of the issue with evidence and how I wouldn't have expected this from them and this breaches health and safety food standards. They did not reply for nearly 1 month, this is how horrible their customer service is. I then had to email and chase and go again via their online forms on 19/10/24 and then their team replied. The most unprofessional and disgusting reply I've ever experienced as a customer. They accused us of leaving it out for days making it rotten when the evidence supplied was from 49mins after collection. They said it had been reviewed, but this is a total lie because if it was reviewed, they would have seen the images with date, time & location evidence instead of falsely accusing the customer. I have attached evidence in this review of the cake with the rotten strawberry taken 49mins after collection, the email evidence of 30/09 and then the first time response on 20/10.

I am absolutely disgusted by the service and quality of food from this place and I WILL NEVER be returning as a customer and I WOULD NOT recommend you go here, if this is how they treat their customers and lie when making mistakes and selling rotten fruit on cakes. Please note these are not cheap either, they charge over £50-£60 per cake and then provide you with rotten fruit and then when you politely let them know on email they accuse you of lying to hide their mistakes.

You have lost a regular customers and I have provided true and factual information with evidence to correctly...

I would like to modify my previous review regarding the response I received, which I perceived as somewhat passive-aggressive. I would like to clarify that being a robot is not a requirement for creating a cake with an even frosting. Upon comparing the cake I received with the ones showcased on your Instagram, it is evident that mine had a rougher appearance unless you’re using blurring filters which makes sense. I recommend taking a closer look at the picture I shared and zoom in. While I understand that handmade cakes may not always be flawless, the uneven top layer like this should not be disregarded. However, if this is the standard you uphold, I acknowledge your perspective. It seems as though you assume that I have never experienced handmade, high-quality cakes before, which is not accurate. Consequently, I have adjusted my review from 2 to 1 star accordingly. (In truth, 2 stars was too generous). Furthermore, the taste of the cake was genuinely unpleasant. Who simply throws an entire cake in the bin? You are correct that taste is subjective, and if you prefer a cake that tastes artificial, then that is your preference.

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While I don't want to be overly critical of a small business, I have to admit that the cake I received didn't meet my expectations. I was initially enticed by the flawless appearance of their cakes on Instagram, but when I finally got mine, I was disappointed. The buttercream on the top, where the writing was, was not smooth at all. Moreover, the taste of the cake was not pleasant. It had an artificial and unpleasant flavour, reminiscent of the strawberry sauce you find at an ice cream cart. Even my partner agreed with me on this who ordered this for me. It's unfortunate because this was meant to be my birthday cake, but we ended up discarding it and going to Peggy Porchen. Overall, it was not a good experience, especially considering how beautiful the cake looked despite the uneven icing. In terms of appearance in photos, I must admit that the cake looked fantastic, if only the icing was even. However, in...

Update in light of owner's response:

You are correct that the staff member agreed to store the cake in the fridge not once but twice after our original uber had to be cancelled, however her manner was not particularly warm. My dad and I agreed she seemed annoyed to have to accommodate this and the 'scolding' I refer to actually happened outside your store, perhaps out of earshot of your team. It is clear we have differing views of the encounter, however it stands that my dad and I felt rather uncomfortable and stressed by the staff member's conduct. Perhaps an extra degree of compassion, in light of the difficult weather and transporting such a fragile item, might have made a difference. Thank you for taking the time to respond.

We ordered our wedding cake from Em Cakes. While the cake was beautiful and delicious, our experience with their customer service left a lot to be desired.

We picked up our cake during the recent heatwave, which made it rather difficult to transport. Like many people living in central London, we do not own a car and were reliant on uber / black cab. From the moment we arrived, we were made to feel like an inconvenience and a burden. When I asked if we could store the cake in their fridge whilst waiting for the uber, the staff member’s response was one of annoyance - not sure what else we could have done on a 30° day!

My dad came with me to collect the cake which was placed in an extremely flimsy box, not suitable for transportation. He felt very stressed about carrying the cake and his worry was compounded by the staff member, who essentially scolded him and made him feel more anxious when really, it was the fragility of the box that made carrying the cake so difficult.

The cake was lovely however our experience with the team rather...