Hayley Cakes and Cookies — Restaurant in Austin

I normally do not turn to social media to voice complaints, but I believe this experience warrants attention. I recently placed an online order for a mini dozen cupcakes to be picked up at the Brodie location in Austin, Texas. Shortly after submitting my order, I received two emails: one confirming the receipt of payment and another confirming the details of my order, including a delivery date of June 13, 2025. Out of caution, I called the store about an hour later to confirm the order would be ready. Unfortunately, after following the phone prompts and pressing 1 to reach the store, the call went unanswered with an automated message stating the "party is unavailable." I waited for some time and then decided to drive to the location because it was around the two-hour mark since I had placed the order. Upon arrival, I spoke with a young woman with freckles, light-colored hair, and a slim build. I have had a few interactions with her previously, and on several occasions she has not been particularly welcoming. I showed her the email confirmations and explained my attempt to contact the store. She took photos of my information and began texting her manager, as no one was available by phone. Due to a prior commitment at 5:30 PM, I did not have time to wait an additional 45 minutes for the order to be freshly prepared. The staff member informed me that her manager, who could not be reached directly, authorized me to choose three cupcakes from the case as a substitute. While I appreciated the offer, this was not the order I placed. During our conversation, I acknowledged that I may have misunderstood the ordering policy and missed the 1:00 PM cutoff time. However, when I calmly explained my confusion regarding the confirmation email and the lack of communication, the employee became increasingly dismissive and accusatory. At one point, she said, “Well duh, if you call after 1PM, they aren’t going to answer,” despite having just told me I should have called. I then showed her my phone records and explained that when I called, I wasn’t even given the option to be connected to the store — the system simply said the party was unavailable. To further clarify, I even called the customer service line while standing there so she could hear exactly what the message said. Her tone continued to escalate, and she frequently cut me off as I tried to explain the situation. Eventually, she told me to "just take your cupcakes and leave"—a response I found unnecessarily aggressive and unprofessional. My main concerns are as follows: Lack of Communication – The customer service phone line does not connect directly to the store. Lack of Manager Access – Employees did not have access to an on-shift manager to help resolve issues in real time. Unprofessional Conduct – The employee I interacted with was accusatory, dismissive, and handled the situation with an unacceptable lack of courtesy. This experience did not reflect the customer service standards I’ve come to expect from this brand. While the Brodie location is the most convenient for me, I will likely avoid it in the future due to the disappointing...

Unfortunately this is the 2nd location I've had an issue at, which is disappointing because I really like this company. I ordered a medium cookie milk ice latte, a cookie cake square and a vanilla cupcake. My childs vanilla cupcake was covered in fuzz, on the top and bottom (in between cupcake and liner), my latte had 1 shot of espresso and about 2 cups of half and half which was gross and didn't taste like coffee at all (a medium should have more than 1 espresso shot). Was also disappointing in the customer service. I was the only customer in the store by the time I ordered and felt rushed, the girl behind the counter wasn't very friendly. This was around 4pm Friday 8/8/25. I have multiple pics that I'll post of my "latte" and fuzz...

We pass by this location often and had never known they were there, so we decided to drop in.

This location is beautiful I love the decor and choice of furniture. It was fun and bubbly!

Now the staff seemed either new or just not customer oriented. They were not as friendly as you would expect for a fun bakery like this.

They seemed stand offish and kind of boring.

I’d love to see bubbly faces next time. Smile and excitedly greet your customers. Ask if it’s their first time and make recommendations.

For this reason I won’t be back. May try a different location and see if the vibes change.

Have them another shot and it’s still the same dull...