Cake Crumbs Bakery & Cafe — Restaurant in Denver

Please read before ordering any custom cakes from here. I emailed Cake Crumbs on April 6th for a custom cake order for my son's 10th Bday, and sent in my inspiration photo (shown in pics). Four days had passed so I called to ask about my order. I spoke with someone about what I wanted on the cake, she went over if I wanted a 2d vs. a 3d Godzilla on top. I told her a 3d and she said ok no problem there would just be a higher custom art fee since it would be made of fondant. I was fine with that and she sent me an invoice due by 4/22 and confirmed my order. I paid in full on 4/20. I didn't hear anything back from them so I called the morning of my pick up date 4/27 just to make sure the cake would be ready by 1pm for pick up. I was assured it would be ready. I went in around 1:30pm to pick up the cake and the lady helping me seemed to be having trouble finding the cake. After talking with someone in the kitchen she went to the back and came back with the cake (pictures attached) To me the Cake looked thrown together and the Godzilla looked as if my 10 year old could have sculpted it. There was no Happy 10th bday on it as I asked in my initial discussion. The building scape on top was drooping. Everything looked wet as if the cake and decorations were made that morning . I needed a cake for my son's party so I asked for a discount Since I was not happy with it. I was given a 20% discount. As I was walking out to put the cake in the car the Godzilla fell forward a bit as there was nothing holding the Godzilla on to the cake. So I put the Godzilla back upright thinking I could secure it when I got home, as I didn't want to spend another 20 minutes there. I drove with one hand securing the godzilla so it wouldn't fall. I live about a 2 min drive from the bakery, so no huge deal I thought. As I am making sure the Godzilla stays up, the tail comes away from the body, and I can see it is a rice krispy treat and not fondant. At this point I cant use the Godzilla. I call Crumbs when I got home and let them know what happened. I talked with the shift lead who told me he would call the manager as the manager was not there at the time. The shift lead calls me back and tells me the manager would refund me the custom art fee. I asked him "as well as the already 20%" and I was told yes. So we had the party for my son. I improvised with the cake adding toys to the top, removing the top city scape, and fixing the drippy city scape around the cake (pictured). The cake was dry and tasted awful! My son didn't even want to save the rest of the cake and none of the kids wanted a second piece, so we just threw it out at the venue. On Tuesday 4/30 I only saw the first 20% refund I did not see the custom art refund so I called crumbs and spoke to a female manager to inquire about the refund and she said she had to talk with the other manager and would call me back. She called me back and said I should see the refund in 24 hours. I asked her if she could confirm the amount of the refund. She said she didnt know as they had to calculate it since I got the 20%. I let her know what I was told on Saturday that I would get the 20% plus the custom art and she said "if that's what you were told that's what you will get". In a rude tone. I said thank you and she says "Mmhmm" and hangs up. Not once did she apologize and she seemed a bit rude. So 2 days pass and no refund. I call back on Thursday 5/2 to speak with a manager and they take down my information and I was told I would get a call back. Someone called me back (I assume the manager) and said I would get the custom art refunded allow up to 2- 3 days. Which brings me to present day. I waited til Wednesday 5/8 no refund showed up and so I called back and spoke with Taek who said he was the Owner. I let him know that I have been dealing with this for about 2 weeks now. and that I have yet to see a refund for the custom art fee. He tells me he is going to speak to his general manager and call me back personally tomorrow. I will update this review if I ever get refunded...

If I could give negative stars I would. We ordered 96 cupcakes and a 2-tier wedding cake plus an 8” anniversary cake for my parents for our wedding day. Mark and his daughter arrived the first time with the wrong order and definitely not enough for a wedding. When they arrived a second time, they were missing 1 cupcake flavor and was replaced by another flavor. At about 7pm while we were eating dinner and taking golden hour pictures, our coordinator came to us and told us the cakes and cupcakes were frozen solid. She put the cupcakes out on the table in the sun in hopes it would thaw but the cake can’t be cut. We weren’t even the slightest bit upset or angry. We were just thankful we had cupcakes people could take home and had Ben & Jerry’s coming.

About two days later, I called the bakery since I hadn’t seen a refund for the missing flavor. Their cake decorator answered the phone who said, “Oh yea, I was there. We were scrounging up your order.” (Sure does make your even feel important). She said she’d leave a message for Mark but I didn’t receive a call back. I called back two days later since we were going out of town. Mark actually answered. Mark offered one apology the entire time and basically blamed everyone else. “Why didn’t we take it out at 4pm like we said we would to decorate it?” “He’s never been to the venue so didn’t know which was a refrigerator or freezer.” “The temperatures didn’t reflect it being a freezer.” In addition to having a coordinator on site, there was also a venue manager he could’ve asked. But he was already rushing to deliver the right order, I’m sure he didn’t find time to. Either way, a special moment was ruined. Guests that came didn’t see cake cutting. But also we went home with cakes in a trash bag enough to feed 150 people that went in the trash.

So here’s the frustrating part. It wasn’t the fact the cakes were frozen or we ended up having to waste all that food. Mistakes happen. It was Mark’s customer service. I had to call to get a refund for the missing cupcake flavor. Mark not once told me what the policy was “no refunds on cakes once accepted” and agreed to refund the cakes and missing flavor. Which, he did right away but didn’t refund the 8” cake. So I had to contact Mark a second time in which Mark said the POS wouldn’t allow him to refund all in the same day. We got back from our honeymoon two weeks later and still no refund for the 8” cake, so I had to email a third time with no response. So I guess Mark had a change of heart and doesn’t want to refund us for the 8” cake. As a manager or owner (or just a human being) if you say you’re going to do something, do it. Especially, if you’re in the industry where people depend on you for special moments that they expect to walk away having memories from. It looks like other people who ordered cakes from them had one issue or another after change of ownership or management. Beyond disappointed that this issue dragged out over a month when it could’ve been taken care...

Hi neighbors - I am not usually one to come on here and bash a business, especially a small business, but felt the need to say something. So many people recommend cake crumbs for cupcakes - we were super excited to order from them after hearing such good things! However, I was so disappointed. The entire experience was kind of a nightmare. I filled out the inquiry online and then got a call a week later after following up and spent 30 minutes on the phone with someone explaining to them exactly what we wanted. Then a week later I got a call from someone asking the exact same questions and when I told them that we paid already and I talked to someone about this - they had said they couldn't find the order and needed to call me back. Eventually they found the order but it all jsut seemed kind of like a mess. We had set a pick up time for yesterday (dec 3 at 8am), I wasn't planning on actually getting it until around 9/9:30 but the person I had talked to on the phone the 2nd time just said we'd set it for 8am. I get a call at 8:45am asking if I can pick it up in the afternoon, that they are running behind. I explained no because the party was at 11am. This was frustrating it itself because I was under the impression that all orders that were to be picked up that day were going to be done the night before. I got there at 9:30 and was told they were still finishing up and it'd be out shortly. I didn't get my stuff until 10am. I still had a ton to do that morning before 11am and it was extremely inconvenient to have to wait when it should have been ready for pick up much earlier. I would have been slightly less irritated had everything been the way it was supposed too. I have attached the pictures that we sent them for inspo of the cookies and the plates and a picture of the cupcakes we got.... it's completely wrong colors, it looks like they spray painted a layer of color across the top. They are just terrible. They were hard to look at, we threw almost all of them away. Yes there are worse things in the world, but it was just an extremely disappointed experience, after spending a ton of money to support a small business - no part of...