Piece A-Cake — Restaurant in Collegedale

Main points: Decent cake, terrible service.

I ordered a cake for a graduation and the process was simple enough. I sent them the inspiration via email and called back to go over the design details with an associate.

I’ll begin first with the positives:

1. It was easy to place the order, took less than 10 minutes.
2. The cake itself was good and the party guests loved the visual appeal.

Now the negatives:

1. The cake they made did not completely look like what we had discussed.
2. I was given wrong information over the phone when it came to details.
3. I was charged twice.

Allow me to explain (pictures attached):

I ordered a simple heart-shaped vintage cake with no writing on top, a few bows on the sides, and a cap and scroll decoration. When I picked up the cake, I was surprised to see the bakery had added, without my approval, black and red sprinkles on the top as well as “2025” inscribed. I understand baking can be exciting for creative, aspiring bakers. But when a client orders a custom cake, you do not exercise your artistic license without asking for permission.

Second, the bow situation. Over the phone when I placed the order, the associate told me to bring in the ribbon the same day we were picking up the cake. Then, one day prior to the pick-up date, I receive a call from the shop asking me to bring in the ribbon. Although it’s a seemingly minor inconvenience, it’s unprofessional. At the very least have some consistency with both the design requested and the instructions you give clients. Had they told me about the ribbons when I placed the order, there would be no issue. But the day before is ridiculous and I couldn’t not give them the ribbon, we ended up doing it our self.

Third, they charged me twice for the cake. I paid over the phone when I placed the order, and then they charged the same amount when I sent someone to pick it up. Ridiculous, business can’t be so bad that you either need to charge one customer twice or hire incompetent employees. I will post the picture of both receipts to prove the double charge.

One final comment: They did inform me the cap and scroll they have will be different to the picture we used as a reference, so there’s no issue there.

Overall, for the price point you get a solid cake, even if it’s not exactly what you wanted. The design wasn’t complicated (as the associate even told me herself over the phone) so I’m truly dumbfounded as to where the miscommunication was. But these were dealbreakers for me personally and I would not order from them again. And make sure you only pay once for the cake...

If you need a cake for a 6 year old's birthday or some cookies for a classroom. Then I recommend. If it's for a life changing event like a wedding. I advise you to use someone else. We ordered my daughter's wedding cake and picked it up ourselves due to the wedding being on a holiday and the bakery would be closed. The evening before the wedding the bakery called and told us we didn't get part of the cake. There was nothing we could do at this point. The Venue was 25 minutes from the bakery and the rehearsal was about to start. I asked if we could receive a discount seeing that they didn't give us what we paid for. The manager that got on the phone began to blame me for not picking up the full order. He said, "I can't police the community" (whatever that means). He said they were just too busy that day. Too busy to get a wedding order correct?? Yes, I have to take some of the blame in not picking up the full order. But isn't that their job to deliver what the customer paid for? I thought the full order was in the box they gave me. So, we picked up the remaining order the day after the wedding. Going out of our way to do so. We live 2 hours away so it was just another inconvenience. Bottom line. They. Didn't. Even. Apologize. Customer service was terrible. Save your time and go...

I contacted them about a custom cake that I wanted. I provided a picture of the cake and verified with the decorator that they could do it. I paid for the cake in full at that time and I was told to email the picture of the cake to them the Monday before I would be picking it up. So, I did just that... I provided a picture by email (which they had stapled to my order), I called them after I sent the email and spoke to them. We discussed the cake in detail. I wanted it just like the picture and we agreed on a pickup time (because I would driving an hour to pick it up and I had an appointment later in the day). I showed up to get the cake and it was not ready. I could not wait but I was able to arrange to have someone pick it up for me (they drove 45 minutes to pick it up for me.) When I saw the cake, I was so upset. The cake was not correct. They left out a word. I called them. They acknowledged it was their mistake. I am unsure what I could have done differently as a customer. It was for my daughter's birthday and I am so disappointed in their...