Merritt's Bakery — Restaurant in Broken Arrow

I have been buying cakes and other pastries from Merritt's at least a couple times a year for over a decade, and my mother has used them even longer. They are (were) in my opinion the best in Tulsa, so I was SUPREMELY disappointed by my most recent visit. The young lady who was helping me at the counter was incredibly kind and accommodating, however apparently Christian is not. I was looking for lemon crinkle cookies, which Merritt's does not make. I understand they perhaps don't already have a recipe, but it is an incredibly common and simple cookie to make. Being understanding of not having a lemon crinkle recipe, I asked to order some lemon chip cookies (along with other kinds) with a nice schmear of buttercream icing added to each. I was completely surprised to hear that "Christian gets mad when people want to add icing to the old-fashioned cookies." They completely refused to add icing they already make to cookies they already make. I even clarified that I would pay whatever, thinking maybe they thought I wanted them iced for free or something. Nope, won't do it at all for any price. Finally, I said "I'm about to walk out of here and take my business elsewhere because Christian refuses to ice a cookie, is that really what they want me to do? Is that really how they want this to be?" The poor girl helping me was embarrassed because she agreed I was not asking for too much, but had to turn me away because that's what her boss told her to do. An hour later I was swiping my card for a $130 order of cookies from Barbee Cookies who were more than willing to do exactly what I wanted. I have always thought of Merritt's as a luxury bakery who catered to special requests and high-end tastes. Sadly their unwillingness to ice a cookie has really changed my...

I first want to start by saying that I have been an exclusive customer of theirs for at least a decade. They have amazing baked goods. BUT! I had my first TERRIBLE experience with them this week and I am still upset about the situation. Their online system could use vast improvement. It showed me a confirmation number, but yet when I showed up at the store (on time) they said they never received the order. I waited over an hour in the parking lot sitting in my car DURING WORK HOURS, waiting on a coworkers birthday cake to 'be prepared by the baker'. I was told this by the associate who tried to help me. I came back in at the agreed upon time only to be FURTHER disappointed. A different associate told me that there is NO BAKER HERE and that all baked items are actually delivered across Tulsa. Meaning, there is no way that cake could have been made and transported in the time he promised. He then tried persuading me to wait 30 more minutes, and as loyal as I am I pondered it. He then went to go ASK THE OWNER about possibly delivering it and he said NO. After waiting that long and only to walk out empty handed, the associate did not seem disappointed what so ever that I left so upset. It seems that a loyal customer, and customer loyalty means nothing to Merritt's. I'm terribly...

While i cant say much about the baked goods sitting in my car yet, i am compelled to leave such a negative review. And i dont do that often, nor do i do that lightly, but the customer service was shockingly horrific. The lady "helping" me at the counter was so incredibly rude and distasteful. She ignored all my questions and at first i thought she couldnt hear me from over the counter (because im short and my head doesnt quite reach the top of the glass) so my husband asked her, but she continued to treat us like imbeciles who has never heard of chocolate before, and she was rolling her eyes at us when i asked her about the different kinds of chocolate cakes. There were multiple chocolate cakes in the glass and she could barely tell me which one was which or what.

If this person worked at my establishment, she would be terminated immediately for being so abrassive, rude, and unkind. You work in customer service. Its your job to be kind to the patrons that are coming in to spend money at your establishment. If they dont understand your cakes, its your job to educate them, not belittle them. How can people come support your place, if you continue to be so annoyed at your customers? That makss absolutely no...