Natalie Bakery — Restaurant in Carrollton

I attended a birthday party a few weeks ago & the cake came from Natalie’s. The cake was beautifully decorated along with being so moist & absolutely delicious! It was the best cake I’d had in years & couldn’t stop thinking about it. I was hosting a celebration & immediately decided I wanted this cake. I went back a few weeks later to order this cake for my party. The ladies that work up front were so mean & rude! No one wanted to help me with the order & made me feel like I was inconveniencing them. Eventually, someone did come help me with the order. It was a special order cake & the second time using this cake recipe for the bakery. I told them I wanted the exact same cake, decorated in the exact same manner, only changing the individual’s name. The guy said no problem but he charged me an extra $20 for this specialty order. When I returned to pick up the cake, once AGAIN, the bakery staff was incredibly mean & rude. I know I was bothering them but I had to pick up my cake. It looked beautiful so I was pleased. Some of my guests were at the other party where this same cake was served so they were excited. I had really talked up the cake so everyone was excited until we cut it. It most definitely was NOT the exact same cake because it was dry and tasted horrible. No one would eat it. People felt bad for me & said it didn’t taste all THAT BAD. I’ve never been so embarrassed in all my life. I know this bakery is capable of making wonderful cakes but obviously, something went terribly wrong. No matter how hard you try to avoid errors, mistakes occasionally happen. What’s important to me, is HOW a business responses when problems occur. Since no one would eat this cake, I had almost an entire ½ sheet of cake to throw away so I called the bakery. I wanted them to know what happen & wanted to bring a piece of the cake by the bakery to see if they could figure out what went wrong. I have another event in October, I was actually thinking of giving them another shot, assuming they could tell me why the cake I received was not like the previous cake. I calmly explained the situation but once AGAIN, I was yelled at & treated soooo rudely. The woman who answered the phone just kept saying, “well, what do you expect me to do about it? I don’t bake the cakes, I don’t care”. I told her that she didn’t have to be so rude & mean to me. The bakery ruined my party with this horrible cake, yet, I’m not screaming or yelling. I just wanted to understand what happened. I thought they would want to know but apparently not. I was actually hoping they could correctly make the cake for me & wanted to give them another opportunity but customer service is VERY important to me & it’s simply NOT important to this business. Apparently, they have so much business, they don’t feel the need to provide good customer service. I don’t want to give my business to a company who feels it’s a burden to work with me. The business gets good reviews with the occasional comment about the rudeness so maybe I experienced such horrible treatment because I’m not white. Don’t know what the reason is but I definitely was someone the ladies working up front felt it was beneath them to help. Once again, I do think they are capable of making a fine cake but there are other quality bakeries – Magnolia’s, Celebrity where you don’t have to put up with the rudeness. If you use them, just be prepared – just know that you will have to take a lot of crap from the staff & IF there is a problem with your order, you’ll not get any one to offer a resolution or compromise or offer in any way to make it right. I was going to call back today to speak to the manager but I decided against it. They don’t care so there’s no point in upsetting myself. I feel foolish that I wasted so much money on such a horrible cake but I should have checked them out...

If I could give them 0 stars I would. My husband ordered a cake for my 40th birthday ...and specifically asked for chocolate cake with chocolate cream (because its my favorite). We came home and cut the cake ...and long behold vanilla with strawberries and some other fruit ...the worst. Ruined my birthday. When we called ...they asked us to come pick up another cake and drop off the one they fully admitted to making a mistake one with the piece taken out and all.No refund ...no credit ...no responsibility (were they planning on reselling it?) And he had asked them to write "Happy 40th Birthday" which was also wrong with just a happy birthday to top it all off (pun intended). So I will never order anything from here. Just an observation on their baking skills ...they're cakes are very spongy so you'll like it if that's what your into ...otherwise not really cakelike. I will say the buttercream is good. In conclusion, not worth the bad service and lack of attention to detail, especially when the details count.

To respond to the owner: Most places that sell food do not ask for the food back when they have made the mistake. The invoice absolutely said chocolate with chocolate filling and white frosting (please see invoice below) Please realize your business provides something for special moments ...that moment cannot be replaced nor redone after dropping off a cake. Most businesses that value their customers understand that. A credit would even have been appreciated...but to just say I can't help you without stopping your party and dropping off a cake is not acceptable. If you had any customer service knowledge maybe u would've offered to pick it up and drop off the correct cake. And honestly, to not take accountability for your mistake is really unfortunate, and I dont think it will keep you in business long. Maybe try not attacking your customers and just saying sorry. Good luck.

I would not shop here ...nor would I recommend anyone else to do so. No restaurants take back food ...if they make a mistake they drop off the correct food or give you a refund. If there was any question about whether or not we are telling the truth ...they could ask for a picture. It is not possible to know that you cooked the cake completely wrong at the store ...we cannot cut into it there. And since the cutting of the cake is a 10 minute affair ...once its done its over ...you giving us a cake for 15 people after the party is over is a waste of food. We cut the cake and threw it in the garbage when you refused to fix the situation and ruined the party. Ultimately I will remember my 40th birthday as the day Natalie's Bakery ruined the whole...

I purchased baklawa from here of two styles 1lb almond and 1lb walnut on Sunday 12th October 2020. It was around $23 in total. I gifted it to my colleague for their birthday and now I found out that it was very very bad infact bitter in taste. It wasn’t fresh at all. Really disappointed. Infact, We were really surprised that how come this bakery even got 4 stars. Worst experience for us. Will never recommend anyone for anything. Very shameful. I didn’t even called them yet, as per comments where the owner replied here I can say that they don’t treat customers in any nice way.

Even inside their shop, apart from cakes I haven’t seen any price tag information for any of the items. I asked about baklawa and the person was in so hurry that I need to wait for her to just tell me the price. Then she said there will be atleast (minimum) 8-9 pieces per 9.99$ baklawa box but all I got were 6 per box. When asked she said I never told you there will be 8-9 pieces. I and my husband were surprised how instantly she changed her own words.

Baklawa is our family favorite so we know the taste of fresh versus bad/bitter tasted product.

Also on their door it’s written that they follow all covid guidelines and asked to wear the mask before entering. While there was one of them (bakery) with a mask, most of others (including all customers except me ) at that moment were without mask and there might be 8-10 folks inside the small shop (including customers and two people who were part of bakery). Even they were not asking anyone to wear a mask and no social distancing at all. So it was more of a risk which I also took thinking may be the product will be top class. But it’s just...