Mermaids Bakery — Restaurant in Denver

Poor customer service. Called to order cupcakes for my mom who is the hospital and her care team. The lady over the phone was short and rude and seemed put out to even be speaking with me. I was told they won't go into a hospital to deliver, would have been great information to know ahead of time, a website is what information is for, right???? Hospitals by the way screen every person going in, probably safer than a grocery store. So I decided to go ahead and order and pick up myself and when going over the order, I started to order 2 large cupcakes with flavors off of their list from the website and was rudely stopped short with directions that I can find the available list of flavors from their IG or Facebook..... Ummmm can you point me in the direction of some flavors that might work. I asked her this and she was overly put out over this as well. Maybe it was 2 people having a rough morning or week or whatever but when someone is calling to support your business how about some kindness and customer service. My mom is spending her birthday in the adult oncology unit at Presbyterian and I'll look for a bakery who cares about that and our cupcake order because Mermaids made it very clear they could care less. Good luck!

Quick update for anyone looking for a bakery that embraces what they are a business celebrating special events, Yours Truly Bakery was beyond helpful!! Worked with us on hospital delivery, helped over the phone pick flavors, aided in a thank you card for the nurses working so hard to care for our mom and made the delivery super special with ribbons and even a candle for our moms special cupcake where again Mermaids stopped dead in their tracks when even asked about ribbons!! Yeah who wants to add some extra fun colorful embellishments when celebrating (smh) so again if you are looking for a bakery who is willing to be helpful and make a special occasion special look to Yours Truly Bakery, tell them Mermaids sent you!

Response to owner, sure that's how it went!! I'm sure the other reviewers with poor customer service complaints are in the wrong as well. Yours Truly had some exceptions for delivering to a hospital but were reasonable with working with us. Plus in your response it sounds like you are at a hospital every other day, sure you are!! I guess you have to be "family" instead of just trying a new place to support. Also when the flavor I wanted wasn't available and I was directed to IG, it wasn't at all explained that you had pictures and I should go browse there it was bluntly said our flavors are on IG and facebook. Ok I'm on the phone with you can you please not make some suggestions, instead of being helped or getting suggestions and expected to get off the phone and go look and call you back is ludicrous but your response says it all and why it's no surprise you have rude people working for you!! Plus I didn't hang up, I got a sarcastic "have a nice day" and...

Honestly I would shop around before having to rely on Mermaids Bakery. From the moment I walked into the store I felt like I was second-rate to them. I was getting a birthday cake planned but it didn't sound like they were really interested in helping.

I let them know the kind of cake I would like and started talking about decoration ideas and inspiration. They flat out told me they couldn't do it, they could instead print an edible image but it would have to be on white icing, which was disappointing but sounded okay. I informed them I would send an image they can use later that day, and I did, it was a rectangular image (this is important for later.)

Mermaid's Bakery usually asks 24hrs on weekdays, 48hrs for weekend orders. I ordered Tuesday morning and would pick up on Saturday so this gave them ample time to prepare and contact me with any issues or let me know if what I wanted isn't working.

When I show up on Saturday there's just one employee who doesn't look like they're gonna be able to fix a cake if something goes wrong. They present the cake and there's all of this superfluous decoration on the top I didn't ask for and my image just plopped on the top. It doesn't fit because of the decorations, it doesn't look like it belongs on the cake, and it isn't blended at all. Look, I get it if there's a rectangular image on a circular cake but honestly....

I stood there staring at this cake wondering what I did wrong to have gotten such a lackluster result and the employee asks if anything is wrong, I instinctively say "No, this is fine." Because I'm stuck with this cake, they can't fix it and I can't exactly refuse it, I needed it for that day in the next few hours.

This was the most embarrassing $57 I've ever spent and now I'm going to present a birthday cake that looks like I didn't care about this person.

Mermaid's Bakery has a gallery on their website and an Instagram page that presents so many wonderfully crafted desserts with a tone of voice from someone who sounded like they loved making desserts, and loved making other people's day. This was so sobering and upsetting.

Update: most Neapolitan (misspelled on their website as Neopolitan) cakes have three layers: chocolate, strawberry, and vanilla. This cake I received only had two, now checking the website this is apparently how they make their Neapolitan cakes - omitting the vanilla...

I feel so sad writing this review as I was so stoked to work with this local business after seeing the amazing work that they do on their website. They have a wonderful staff in store that I was able to communicate with but once I was directed to email, it was really tough to communicate and I was instantly asked to give a deposit before confirming anything about my request for my small cake. I saw so many wonderful cakes on their website that were easily in the wheelhouse of what I was looking for for my design for my event but I had one minor slight adjustment for my cake which involved a plain top instead of a strawberry one.

The second I communicated that over via email- I would say that nearly non of my questions were answered and it was instantly mentioned that they needed a deposit to go ahead and start the cake. I was not yet comfortable with shooting over a deposit since my questions were not answered about the design of the cake and if my request could be something done. I then sent another email asking to confirm that was I was asking was something that could be done on the cake and then was not replied to. Come the day of when I would have picked up the cake, I received a text message reading that they wanted to make sure I didn’t want to pick up a cake since they didn’t hear from me and or receive my deposit. I was almost speechless.

I was really bummed about my experience and communication with this business because they have so many great reviews but it seemed to me like they were more concerned with me putting a deposit down before discussing anything with the cake. It was also mentioned in the message on my “pick up day” that they could put a cake together for me but it wouldn’t include the design/logo if I wanted to move forward which would be the whole purpose of this custom cake. So in the grand scheme of things, I would have paid for a cake that wasn’t at all what I needed. I hope others aren’t pressured with payment right up front when discussing their cake and have a better experience talking through their cake design idea than I had. :/ Bummed about...