Frost Bake Shop Collierville — Restaurant in Collierville

TLDR: cake was very expensive, and design was technically wrong. My mother ordered a cake for my 21st birthday, using the green cake as a reference for how we wished the design to look. We provided another picture of a pink cake purely to show that we wanted that shade of pink, rather than green, on the final product. My mother was informed that they could not do a heart shaped cake, and instead drew a mock up using the pink cake as a base. We were under the impression this was purely to show how cake would look with the color and shape. When we received the cake, Frost for some reason chose to include the sprinkles and different sized daisies on the final product. Reminder: I wanted the original green cake, with evenly sized daisies and no sprinkles. This was an issue but not really my biggest gripe. The whole 9 in cake was around $124 dollars. A basic 9 inch cake at frost is $44 dollars, yet it cost $65 for the base cake for a custom. My design I wanted was relatively simple, yet the addition of the color was $10 and the (technically wrong sized) daisies was $40. All this plus tax made the final price around $124. The 21 on the cake was also off centered, as pointed out by one of my friends. My friends and I all tried the cake, and, though the flavor was decent, I simply do not believe the cake was worth this price. The final product was not ugly, just not what was originally asked for. I do not think I will get a custom cake...

I am living in Houston, Texas and planning a summer wedding in Memphis, Tennessee. Since this is basically a destination for me and most of my guests, professionalism and responsiveness is key in my planning process. I began corresponding with Frost in August 2016 after my father learned they had won and award for best wedding cake in Memphis. When you make an initial request, they send you an informative wedding cake basic guide, and then they will answer specific questions that you might have as they arise. They have been incredibly responsive via email, answering questions and providing quotes. We were finally able to travel to Memphis in December for a tasting. I didn't know exactly what to expect, but, since the tasting was three days before Christmas, I thought we might feel rushed and like we were a burden. Our experience was completely the opposite. Despite the fact that they were having a busy day in the shop, their Wedding Cake Coordinator, Sarah Duggan, met with us in a lovely tasting room with lots of models to play around with cake shapes and sizes. She leisurely spent the time with us as if we were old friends, talking and laughing and learning more about us. The room was equipped with a computer, which made it easy for us to look over contract details and explore options. It was a fabulous and fun experience, and the cake tasted great! I will write another review after the wedding to...

I’ve had one of the worst customer service experiences at Frost. I am a frequent frost costumer, having spend hundreds on cupcakes and cookies. I was going to make an order that costs $772. However, I had to cancel my order because I have more self respect then to be talked down to by their employees. First, it’s almost impossible getting anyone on the phone. Second, when I was inquiring about their 20% teacher discount, I was unaware that there was a $50 cap. When I asked the cake manager, Emma, if she could clarify with the owner, Kristi, about the cost, she spoke rudely about me behind my back. Emma thought she put the phone on mute, but I could clearly hear her vent to Kristi “I don’t know what else to tell her” in a condescending, exasperated tone. Mind you, I have been extremely kind and considerate with Emma, especially considering the fact that the cake manager that previously handled my order quit Frost and Emma was almost impossible to reach.

To make matters worse, the owner herself talked to me condescendingly and didn’t take any responsibility for her staff talking rudely about me.

Please know, they may smile in your face, but will talk about you behind your back. I thank God that the phone wasn’t on mute so I can now take my money and business to a place that actually cares about...