Something Sweet by Maddie Lu — Restaurant in Coon Rapids

VERY disappointing customer service...again. After a not-so-great experience with them 8 years ago, I gave this bakery a try again for another custom-order birthday cake. When placing the order in person at the store, I shared that I wanted fake diamonds on the cake. Laurie said they didn't have any, so I shared with her a link to a really inexpensive packet on Amazon which would arrive within just a couple days. She put the full charge of these onto the order for the cake and told me I would get the extra ones that they didn't use - great! Well on the day of the party, there were no extra "gems". I was upset and didn't feel it was right that I was never called when these changes were made as I was relying on the extra gems for table decor. (I was told that there was no price difference either.) Instead of apologizing and agreeing that I should've been called, Laurie was rude to me and talked down to me telling me I was in the wrong for hanging up on her employee. She implied that it wasn't that big of a deal. But in my mind it was and I had envisioned things a certain way. Her focus should be on listening, admitting fault and apologizing to an upset customer. THAT is what good customer service is about. It certainly is NOT in Laurie's set of skills. I was treated like I was the problem and that I should get over it. I will NOT go back. It was a lovely looking cake, but for the money we paid (over $100), things should have gone much better. I didn’t even get the opportunity to tell her that she got the base color wrong. too. Oh, and if you are still going to order cakes from them, the GF is dry. I don't recommend it. Most of our guests didn't finish their slices. There is a lot of cake in the garbage....So sad.

And in reply to the reply...I know what was in the original pack of gems since I shared the link with the store. There were MANY more. I did not pick up the cake. My husband did. The hang ups were not like Laurie said. She wasn't even the one on the phone. I never screamed and the gal on the other end was not crying nor did she seem upset. I physically can't. But yes, I was stern because I was an upset customer. As you all can see from other reviews, Laurie has been difficult to communicate with. She doesn't listen. She talked over ME. Laurie definitely got her word in and didn't seem to want to hear anything I had to say. Yes, After she spoke over me, Laurie offered to purchase and bring me some. I paused exhausted, and said Sure. After I shared my address, I told her she could drop them off outside the door so that she didn't interrupt the party. She didn't think that was fair as I "upset her employee..." basically implying that she would upset my event. So I shut that idea down. And she continued to be horrible towards me in the conversation which doesn't make any customer want to be kind back.

Yes, she DID drop off some extra gems without knocking. Yay! That helped. But it didn't make up for the way I was treated by her.

Her employees might give great customer service...never had a problem with any of them...but Laurie does not. And it shows in her reviews. And she has conducted herself angrily and on the defense both times I've had any issues with my custom cakes.

Again...a phone call with the gem change would've been all that was needed. And a mere apology about the changes without contacting me would've been great. Upset customers can be easy to...

If I could leave a negative amount of stars, I would! Customer service does not get worse than this placeThis Store has the most appallingly terrible people working and running it that I have ever come across in my 43 years. There is zero Customer service skills. I Had a return I needed to do of a variety different things equaling approximately $70. The kids store working, did not know how to do the return and had to message the owner, which was no problem. he could not do the simple math, even though I had the receipt there with everything listed. He came up with a number around $50 and he asked if that would be OK for the refund. I said well, not really because it should be about $10 more give or take(one item was broken, Was made so cheaply that it had broken before I could use it as a gift). That item was $5. so he could not return that he said OK that’s not a huge deal. He’s he said his manager told him that’s all the money he’s allowed to return about $10 less than it should’ve been, like this was up for negotiation? Keep in Mindi HAS THE RECEIPT! I told him it’s OK I’ll come back when the manager is here. Then asked me to leave the store because I was being rude. I was completely flabbergasted because I did not say it in a snarky way. The things he was trying to return he put into a bag. When I asked him for that bag of my stuff back THAT I ALREADY PAID FOR-He started pulling some millennial garbage, and insisting I leave and called security. I was calm I was never yelling. I was not rude or mean, I could not believe how he kept turning this around. I’ve never seen anything this ridiculous in my life. I message millennial manager online and she was more rude than her employee! I just tried To explain I had wanted to return a few things And how her employee was acting. She told me that yeah she had heard about it and I was rude-Even though she would not even listen to what I had to say, and she told me not to come into a store and to never come in there again. All I wanted to do was a simple return. A week later, I had a friend go in and attempt to return these things. And this girl is very quiet, shy and meek. She said she was trying to return it for a friend and they told her she was rude and asked her to leave the store!!! We have never seen this kind of BS with management and employees. Do not go into the store. They have no idea what they’re doing And are very entitled and if you try to return anything, they will kick you out of their store and call security. I guess that’s an easy way out because all the little things there are complete junk and break as soon as you touch them. This young lady running the store should not be in charge. She knows nothing of retail or customer service and she should be barred from being able to be in charge anywhere ever. The way the employees and she acted is something you see on TV. It was unbelievable. That to say, I would highly recommend NEVER BUY ANYTHING FROM THE STORE OR GOD FOR A BED INDICATOR OR SOMETHING FOR YOU....

My daughter was so excited for a Oreo cake for her birthday but yet we ended up so disappointed. The cake was beautiful but very dry on the inside and frosting did not feel smooth, the oreos were suggy and the price was outrageous for what we got. So awhile back I called to inquire about purchaseing an oero cake but was told the cake is on the menu and it is always avail and no need to order ahead. My daughter and I stopped by to look at their cakes and talk to the staff about ordering one on Wednesday and we wanted to pick up on Saturday afternoon for the Sunday party. Which we were told this cake is one they carry and they always have one so no need to order a head of time. The cake we saw had a smudge on it and we didnt buy it because it was too early but I took a picture of it to show it to my husband. We were told by the staff to come on Friday afternoon because the baker has all the cakes ready for the weekend. When we showed up on Friday afternoon the same cake with the smudge was there. I asked the staff this is the same cake from Wed and she said yes no one has purchased it yet but I told her I want one that was made more recent and she said we have to sell this one before bringing another one. She told me the cake was made on Tuesday and it is still good to consume but she refused to tell what is their shelf life policy. Anyways, I ended up buying the same cake because my daughter wanted a oreo cake and since we planned to purchase one from them we didnt have time to look for another bakery. The staff told me that when you take home put it in the friedge until couple hours before serving and we did that. Unfortunately, the cake was very dry and the frosting consistency was not right. The oreos were suggy which totally make sense when by the time we ate the cake it was already 6 days old. I guess this purchase disappointment was on me and I should of go with the gut feeling and never buy a cake that was sitting in a display fridge for over so many days for over 60.00.

We will never come back for...