Scratch Bakeshop — Restaurant in City of Rochester

I started a cake order with Scratch in the beginning of July - it took two phone calls and over a week later to connect with someone after i reached out multiple times. I followed the process and filled out the online form - called in twice and was told someone will get back to you but it wasn't until i sent another email saying no one had reached out about the form that someone finally connected with me. I was sent an email post the call with the details that were discussed and that there were open items on the "how to decorate the cake and what filling to use" no where in the email did it say that all details must be confirmed by "x" date or we will also charge an additional 20 "RUSH" fee. A rush fee on a cake that i have been trying to order since the beginning of July! Granted i left the details of the filling until last minute but i tried calling the on Sunday - they aren't open, Monday - they aren't open, finally on the phone with someone on Tuesday and now it's an extra amount because it's considered rush. This 8 inch cake would have run me upwards of 80 to 100 dollars which to me seems ridiculous - i would have happily paid for it if they were giving me the exact cake i wanted (they don't do a custard filling so i had landed on raspberry) and they don't italian chocolate buttercream. The conversation sounded a lot like: rush 20 dollars, filling extra 5, drip extra 10 dollars, italian buttercream extra 10 dollars - why not just let me know the price of the cake - it just feels like nickle on diming on every decision i was or wasn't making. Just find out what i want and then tell me what the price of the cake is.

I think what made matters worse is the person on the phone confirming the details just talked over me the entire time and i could have sworn i sensed a condescending tone which just made me more upset and frustrated.

Full disclosure - i'm not proud that i lost my cool and got upset - but i did.

In the end - after thinking i gave myself plenty of time for this cake to be ordered - i have no cake for a...

I'm writing this review after just picking up a dozen mini vegan funfetti cookies which are crazy good, and I'm not even vegan. Not even a little bit.

I really like this place. I read all of the negative reviews and didn't agree with any of them. A lot said negative things about the staff and that seemed so odd to me. Staff always greets me with a smile and chats me up, I feel super welcomed that's why I keep coming back. One employee smooth talked me into buying a dozen cookies, I didn't plan on that at all but I'm not mad at it.

As for the goods.... I've had their carrot cake cupcake, traditional/GF chocolate chip cookies, and vegan funfetti cookies and have not been disappointed. I've only tried a limited number of desserts from here but judging by what I have eaten I'm sure everything else will be good too. The Carrot cake was a perfect texture and had a vanilla frosting (I was disappointed in there being no cream cheese frosting but the polite and helpful attendant explained that their display case was not refrigerated so they obviously could not stock cream cheese frosting but explained I could have that custom ordered). Very pleased with this place I've already recommended it to plenty of people and will continue to do so. If I had to complain or critique I'd say the front door is a little old but that's all I can come up with. I'll be back

Update 1/26/18: I went to their new location on Russel street and off the bat they fixed the door which was my only complaint about their old bakery spot. Today I tried the brioche cinnamon roll which I had HIGH hopes for. Needless to say, it did not disappoint. This was everything a cinnamon roll should be. I thought the caramel would detract from the traditional cinnamon roll flavor but it didn't. It enhanced it and now I want caramel on all my cinnamon rolls. The dough was delightfully dense and tender and had that good butter flavor. These things were the real deal... I hope this place becomes a Rochester staple and is around for a long time. Their products...

I eat something from this place weekly! Scratch is not your average bakery. Vegan, gluten-free, or straight up fatty goodness, it's all good. They have the widest variety of off beat flavors I have seen. They will also work with you if your looking for something specific. But really, walk in and grab one of those freakin' brownies off the top shelf. I'm not even a chocolate fan and I crave these. The macaroons are beautiful, the cupcakes are huge, they come in a box big enough for a cake. The cookies are crazy, who stands back there and puts all that detail into decorating a cookie. If they weren't so good you would not eat them. As for staff, they are honestly family to me. Great group of girls. I was reading some other comments left by other customers. Not everyone will be happy with everything. It's a given. But really, do you really continuously go back to a place for "big events" if you did not like them the first time. I can hopefully assume you were a regular patron and really liked their goods so you tried again. But you didn't mention any of that. I mean I know they are not the only bakery in town selling special diet items. Constructive criticism is one thing, ignorance is another. And in defense of staff...scratch is a bakery in a small , personal space. When you walk in you see eveything. Someone might be right in front of you, what you may not realize, even though they are only a few feet from you is that they are working on an order or something else. You may think your the only person in there but there is tons of work happening. They are not only working to keep items in the case but they do special orders, weddings, parties, birthdays ect. Go to another bakery or (rolling my eyes) wegmans, you may also wait 10 minutes or so. Ugh, everyone is so sticky and particular. After all that if anyone if still reading this, go, go right now, and get one of those cookies, there beautiful...