Lulu’s Bakery — Restaurant in Plymouth

I placed an order at Lulus Bakery for my partners 30th birthday. I asked for a standard tall theme cake with toppers which included the number 30 somewhere on top of the cake, balloon decoration on the side (also included photographs of a cake they had made for another customer) for reference,m of what I meant and asked for a vanilla sponge with raspberry jam, white chocolate and biscoff. The bakery replied and asked for payment to be able to book me in which I sent straight away. I asked the bakery to confirm if they had received my payment and if they had indeed booked me in. They took a week to confirm this having not replied to messages. The bakery did state my message had gone into their done folder which is why it was not seen so I can understand this.

I collected my cake on the date and time agreed and to my surprise it did not have anything on there to say it was for a 30th birthday which I had specified I wanted. At the time I doubted myself and thought maybe I had forgotten to ask this. The cake simply had a small topper saying ‘Happy Birthday’ on the top with no candles etc either. In photos on their website and Facebook page shows cakes with lots of toppers and numbers for age so I was surprised mine had so little. I then had to go out to another shop and purchase candles and something to show it was for a 30th which caused inconvenience and extra cost to myself to what was already a fairly expensive cake. I think it should be clearly written somewhere if they are not going to provide this.

I took the cake still as I needed it for that day and had no time to organise a replacement / alternative cake and any cake is better than none right?! Whilst my partner was dishing out the cake at his birthday do with lots of guests eager to try a slice (myself included) I realised that the cake in fact had no biscoff in it at all. Again I double checked my message which clearly stated I wished to have this as a flavour incorporated in the cake. By this point obviously people are eating the cake so I could not return it.

I have not asked for any form of refund as I read the T&C’s however I did send a message to Lulus Bakery via Facebook explaining this and my disappointment that I did not get what I had asked for and purchased. I had hoped for at least and apology for the inconvenience caused and an explanation really, but it is now a week on since sending the message and the bakery have not replied. I am extremely disappointed with the service provided and lack of communication over an error of the bakery. I debated leaving this review however to simply not reply is bad service. The bakery say themselves that everyone is human and mistakes are made, but that doesn’t account for ignoring customers when they are the ones at fault. Therefore, I do not recommend placing an order here and will not be using this bakery again...

My recent visit to Lulu Bakery was nothing short of a disappointment. Despite the premium prices, the overall experience left much to be desired. I had made a reservation for a high tea at 12:00, only to find that it wasn't ready until 12:40. To add insult to injury, The table I had booked was not reserved, leaving us standing around aimlessly until 12:15. These delays were an inauspicious start to what should have been a relaxing afternoon.

While I must admit that the food served during the high tea was of reasonable quality, it was overshadowed by a significant blunder – the scone I had requested for my mom's birthday was conspicuously absent. This oversight was particularly disheartening, as it was meant to be a special celebration, and the bakery failed to deliver on this crucial aspect.

The real issue, however, lay with the rushed and overwhelmed staff. It was evident that they were struggling to keep up with the demand, and their inability to provide the expected level of service was palpable. This resulted in a thoroughly perplexing and unsatisfying dining experience, especially considering that this high tea was the third most expensive option in Plymouth.

What made matters even more bewildering was the apparent pricing confusion. I had initially believed that the experience would cost £15 per person with a £20 deposit, based on my booking. To my astonishment, I later discovered that the high tea was a staggering £25 per person. That translates to a jaw-dropping £50 for a selection of just five items each and a hot drink. This pricing seemed grossly disproportionate to the overall experience.

As if that wasn't enough, due to the inordinate delays and the fact that I had only my lunch break, I inadvertently walked out without settling the full bill. I did return to the bakery to rectify this oversight and apologized for my forgetfulness. During this interaction, I conveyed my disappointment regarding the tardiness of the service and the exorbitant prices. However, I refrained from making a scene at the time, out of consideration for my mom's birthday celebration.

In sum, my visit to Lulu Bakery was marred by tardiness, confusion, and a pricing structure that left much to be desired. While the food quality was reasonable, the overall experience failed to justify the hefty price tag, making it a regrettable choice for a high tea. I cannot, in good conscience, recommend this establishment to others seeking a memorable and enjoyable...

We placed an order for a heart-shaped cake to celebrate my partner's 21st birthday. The cake description indicated that it would serve 24 people, and the images displayed on the ordering screen were visually appealing.

We selected a pink cake adorned with cherries and bows. However, upon collecting the cake, we noticed the absence of the aforementioned decorations. When we inquired about this discrepancy, we were informed that these decorations incurred an additional cost and required selecting a specific checkbox during the online ordering process. Upon reviewing the order page, we discovered that there was no such checkbox available. The staff member offered to rectify the situation by adding the decorations, but this would incur an additional "topping fee" of £10.

Furthermore, the cake's size was not as substantial as anticipated. I estimate that it could generously serve 12 people, falling short of the promised capacity to serve 24 individuals.

Overall, this experience has been less than satisfactory, and I would strongly advise against entrusting them with an event of significance.

UPDATE: The offer to fix the cake came with an additional charge? When nowhere on the ordering section said it was extra. Unfortunately, it's too late now, and I think you need to look at your ordering process to stop this from happening again in the future. Also, the pictures of the cakes on the website have the cherries on there, so it looks like a...