Biscotti Cafe & Pastry Shop — Restaurant in City of Syracuse

For over 10 years we have been going to Biscotti, but recently we had a very bad experience, for my son's graduation we ordered a tiered cake w/ fondant frosting. As we had a picture of cake from a previous celebration ,( not from Biscotti), we showed & emailed them the picture. As me and my son personally sat down down with one of their bakers and explained everything. She told us the has to be ordered a week ahead of time since its fondant and they have to make the letters and dry them , its very time consuming and we have to pay for each and every symbol or word separately. And we did. We had one of Friend pick up the cake just before the party. My husband and I were shocked to look at the cake..it was a very sloppy work. The top tier was already caving in the bottom tier. Graduation cap was ready to fall . We called them right away. In less than hour the top of the cake fell. Fondant started puffing out & changing colors. We called them again that there is no way we can serve this cake in the party. They send a girl to fix the cake. When she came and saw the cake, she immediately said there is something wrong with the cake & whoever made it , didn't use enough support. She took that cake back with her & insisted that if we send someone to Biscotti, they will give us some cake for the party, though at that point the party was half over and lots of people had already left. But we did take the offer and send one of our party guests to pick up the cake . As the owner/ manager wasn't available to talk at that time, we waited few days. Finally when they contacted us , we were blamed for not handling the cake right. They did not take any responsibility or even apologize for our inconvenience. They said we have to pay for the cake . As we took the matters to Attorney' office,. I will not recommend anyone ordering a custom made cake from them. They definitely don't know how to be professional and provide...

We have gone to Biscotti' for pastries and they are very good. I have never had a good experience there. Whether I have gone in for pastries or ordered a cakes from them I have yet had a good experience picking it up or being waited on. I have never gotten out of there in less then a half hour. There have always been people ahead of me, buying pasties, which is fine. But, when what it comes to my turn, these are the things that have happened. Clerk have gotten personal phone calls and made we wait for over 15 minutes or more. Then when I told her I was there to pick up a cake, which was past, the time for it to be picked up, it wasn't ready. This has happened many times. This last time really finished me. There was a coupon out for customers to get a discount on a $25 purchase, which I had with me and no one knew how to ring it in. I waited over 45 minutes till they could get a hold of the proper person to figure out how to ring up the sale. I still had a half hour ride to get to where I was going . What is the matter with people today. If you have something like that, they should inform their help how to use. I will not be going to Biscotti any more. There product is great but their service SUCKS. That means more to me than...

My fiance and I went to this establishment Friday 1/12/18 at roughly 6:30, and were there to pick out pastries and a variety of cakes for our upcoming wedding. When we arrived there were no employees out front out at all, so we looked at the selection in the display cases etc.

After 5-6 minutes without being assisted, I yelled "hello" and knocked on the back door that was slightly ajar; behind which we could hear employees talking and laughing from the moment we walked in.

After I knocked on the back door, my fiance noticed the bell, which we rang several times over the next 5-10 minutes.

No employee answered the bell. We waited unattended for 15 minutes total. On our way out we called to ask when the owner would be in. The girl who answered, Kianna, offered no apology and just said "ok", when we told her we would call back to speak with the owner about our experience.

Needless to say, we will be taking our business elsewhere. It doesn't matter if the pastries looked good in the display case, considering this complete fail of customer service, I would rather serve stale cereal for dessert at my wedding than anything from this...