Kruta Bakery — Restaurant in Collinsville

If I could give them any less stars I would. I have been a long time customer but over the last few years this business has went tremendously down hill. Along with customer satisfaction and a horribly rude staff. For approximately 10 years I order a Christmas Cake. Same cake, every year.... white cake with snowmen made from icing, plastic heads and trees... with Iridescent sprinkles. With no color on the cake other than the plastic heads and trees. Last year they not only put colored shells they wrote on the cake, which i did not ask for. Plus the snowmen looked liked melted snowmen. After waiting in line for two hours on Christmas Eve, dealing with rude staff, refusal to fix the cake and the fact the cake was all wrong they did give me a store credit. Although this helped, it didn’t help the fact I was treated poorly and never so much as even offered an apology. This year I was very tempted to go somewhere else but I’m one to believe in tradition. So when I ordered my cake I explained the problems I had the year prior. I also placed this order weeks in advance and made the person repeat my order back to me. Needless to say the cake was picked up today and more problems!! Due to an illness I had to send my daughters to get it. The cake was not even done. They forgot to make it....so needless to say the cake looks like it was just thrown together and has no plastic trees on it. So after calling to ask what the problem was and why the cake was not done and why it was wrong again I was treated very poorly. I was told the mistake was made due to new employees and the fact they are all over worked... having to work 18 hour shifts??????? I’m sorry I have a real problem with this that when not only myself, but other family members and friends work in healthcare. Healthcare workers are putting in real long hours and dealing with not only the normal sick patients but the covid patients. They have been thru a tremendous deal this entire year with working extra hours, watching this pandemic hit and working short staff because we too are getting sick.... and not once have I heard any of them make up excuses or complain. THIS BAKERIES SOLUTION TO ME WAS TO BRING THE CAKE BACK AND THEY WOULD GIVE IT TO THE SOUP KITCHEN..... THIS IS THE MOST HORRIBLE THING AND DISCRIMINATION IVE EVER HEARD. THIS IS THE SAME CAKE WE ALREADY HAD OUT OF THEIR BUILDING, IN THE CAR, OPENED UP AND TOUCHED BACK TO THEIR STORE FOR A REFUND SO THEY CAN GIVE IT TO THE NEEDY??? DURING A PANDEMIC!!! TO ME THIS WOULD NOT BE OK AT ANY TIME. CANT THEY OUT OF THE KINDNESS OF THEIR HEARTS MAKE THE SOUP KITCHEN THEIR PERSONAL CAKES OR GIVE THEM WHATS LEFT IN THE STORE...THE FOOD NO ONE HAS TOUCHED OR TAKEN OUT OF THE STORE. THE FACT THEY WOULD CHOOSE SACRIFICING SOMEONES HEALTH OVER AN APOLOGY OR STORE CREDIT IS BEYOND DISTURBING AND JUST PLAIN SAD TO ME. I WILL NEVER GIVE THEM MY BUSINESS AGAIN AND PLAN TO LET ALL MY FRIENDS, INCLUDING THOSE IN HEALTHCARE ALONG WITH THE HEALTH DEPARTMENT KNOW HOW KRUTAS...

AVOID THIS BAKERY! I ordered a birthday cake for my twins' birthday party which is tomorrow. I arrived to p/u cake today at the bakery w/my boys & they tell me they have no cake! Shocked, I tell them I just ordered the cake this past Wed for this Saturday. I even asked Sandy, the lady who took my order, if they will have enough time to make it for this weekend. Sandy said yes i prepaid and called again today letting them I'm coming to p/u cake. So, what do you mean you don't have my order ready? The lady at the counter tells me they have a May 25th p/u date written on order with Paul's initials.. How they screwed up is beyond me!! All I can think is Paul slacked up, got behind, could not meet deadline, therefore, put a different date for a later time, FAKE DATE on order to CYA. I asked for a refund, she gave it to me w/a half hearted sorry, which is all she said. She could've went the extra mile & offered my boys a bakery treat they were eyeing in the case or offer some samples so maybe we could've found something we really liked and come back. I've been in customer service my whole life and I would've handled it with more finesse; definitely not be so blase. I would've sweetened up the sour experience with some bakery treats especially since my boys were heartbroken, so disappointed, left teary eyed. A better service recovery would be something like," I am very, very sorry and will talk to Paul to ensure this doesn't happen again. Please give us another chance. Can I give you a free sample? While you're here with your boys, and it's their bday, why don't you try some of our chocolate _ or if you like vanilla...how about this?" This is just an example of a better service recovery. If they put more heart into it, I would'vebeen a repeat customer stepped foot back in the bakery and given them another chance and spread good word about...

This afternoon my husband and I went to Kruta’s Bakery because they have great bakery items. But I was completely disappointed by the attitude of one employee there today! They didn’t have a iced angel food cake which is one of our favorites. So I asked if they could icing one of the plain ones. The employee’s response to other employee who asked her was rudely said, ugh! It will be a few minutes in a very aggravated tone. They weren’t busy. I think there were two other customers that had already been waited on. We drive about 30 minutes just to go here. But I’m not going to continue to patronize a business that allows such rude and disrespectful employees. I get it everyone has bad days but this is a business that requires customers to keep them in business. Do better with your employees...