Bakery On Clay — Restaurant in Dunmore

We have ordered from the Bakery on Clay before. We have had no issues with the business prior to this, as we frequented both the bakery and the restaurant and were regular patrons. For my own birthday a few months prior, we received a three-layer cake that was well worth the amount that was paid for it, but for my fiancé’s birthday celebration today, the cake was incorrect. When I had put in the order for the cake online, I had put in for a two-layer Sicillian Blood Orange cake, with light orange coloring for the frosting. The cake we received was a regular vanilla butter cake with the mascarpone frosting and the toasted pistachio topping that comes with that specific cake— missing the blood orange curd necessary to balance these flavors out.

My future mother-in-law left a voicemail for the business regarding this issue, but hoping to receive a response from the business sooner, my fiancé messaged them through their Instagram page. He informed them of the problem, and let the business know that we were disappointed with what we got. Instead of trying to rectify the problem, they immediately claimed that their cake did, in fact, contain blood oranges, but because they “recently updated [their] recipe,” it might have resulted in a different appearance. Please believe me when I say that appearance is not the issue here. There was no hint of orange flavoring anywhere in this cake, made only more apparent by its appearance.

We are offended that instead of trying to rectify the problem, they immediately went on the defensive and put the blame on us for ‘misunderstanding’ the specifications of their cake. Six people can testify that they tasted no hint of orange in the entire cake. There was no curd in this cake— only icing.

Their response was condescending and rude. They originally only offered a half-baked apology for not “meet[ing] our expectations” and it was only after we directly stated that we wanted a refund that they gave us one. We are happy to have gotten the refund, but beyond frustrated that it wasn’t even a consideration in our conversation with the business.

Mistakes happen. It would not have changed how disappointed we were to receive something that was incorrect, but we do understand that mistakes happen. As long as measures are taken to try and solve the issue, we would have been more than happy to accept that. What we do not appreciate, is the insinuation that we are wrong, that we must be stupid to not have tasted the blood orange that’s clearly in there, that we’re unreasonable for being disappointed, and that we are bad customers for expecting more out of a family-owned business. As someone who prides themselves on supporting local family-owned businesses, with many friends and family members business owners themselves, I wholeheartedly take offense to their statement to refrain patronizing small businesses. I would not have written this review if I felt their response was fair.

Our family will never eat at their restaurant again. It really is a shame, too, because they have some delicious items on the menu that we will never get to eat again. I am trying to remain level-headed in my response, but to tell everyone the truth, I am incredibly distraught that they not only got the order wrong, but revealed themselves to be lesser people than we thought they were. I put a lot of thought into trying to make my fiancé’s birthday memorable, and it was memorable for all the wrong reasons. I feel like I ruined his birthday, even though I know logically this issue had nothing to do with me.

Included images they have posted of the cake on their Instagram page, images of the cake we received, and images of the text conversation they had with my fiancé, edited only to hide personal information.

EDIT: They have blocked me an my family from all of their social media after I posted a review to their Facebook page. I believe they may have done this in an attempt to hide my review from the public. Do with that information what you will. Personally, I don't believe it's professional to block any and...

I ordered cupcakes from the bakery and I made a specific order for guava cupcakes with guava curd and mascarpone frosting. I was charged $27 and change for 6 cupcakes. Only to find out that the cupcakes did not have a curd. I called the bakery on the next business day they had and stated my order was wrong. The baker said I should bring the cupcakes back for a refund. I said sure but I only have 1 left since they were closed when I figured out the order was missing curd. She then said forget it don’t bring it back and there’s nothing that can be done. The baker basically said it was bakers choice and I got great cupcakes so I should just be thankful for that. I was kinda shocked by the response I got so I did ask to speak to the owner. The owner called and stated nothing can be done because the order form did not include guava curd. She offered to remake them and said original order should have been $48 for 6 cupcakes with mascarpone. She said the bakery charged me the wrong amount. Then said 6 cupcakes with mascarpone and curd is $48. It seems like she said I should have paid more for my original ones to justify forgetting the curd. She offered to remake the cupcakes for $36 including a discount. I was extremely confused as to why so she said mascarpone and curd will both be extra when no one said it before and I spoke to 2 different people. She said well there must have been a miscommunication with her staff. So the price was a miscommunication and the fact that they forgot the guava curd. At that point I said fine I’ll get them because it was a gift. Then she says she is cancelling the order because she does not feel they are the right bakery for me. I have been a long time customer so to hear the owner state that they are declining to make my order was surprising. I asked why and she said she doesn’t want a mistake like the last time. I said well then the order should be as I ordered it. The customer service aspect of this bakery is truly awful to say the least. I have never treated a customer like that and I never have received that treatment from any other small business. Kinda sad by this interaction.

Edit** I see the business responded to my review. I understand mistakes happen but at end of the day for a business to say sorry we made a mistake, we can correct that mistake by remaking your original order and charging you a higher price is bewildering. Then refusing to make the order because I told the truth and gave a bad review. Just be aware this is how customers...

In August, my daughter had her bat mitzvah and we had ordered a cake from Bakery On Clay 1-2 months prior of when we were supposed to pick it up. We came in the date of pick up thinking everything was ok, and asked for the order. The worker went in and then called her manager and she asked a bunch of questions about the order and checked again and came out looking like she didn’t care and said that they hadn’t made it. I was so disappointed but I get it mistakes happen and stuff. You forget about something it’s ok. But what really angered me is this lady didn’t at all looked like she cared and just said sorry. She didn’t try to solve anything or give us free pastries, free breakfast she just wanted us out. We have had no problems in the past and the food is good but the...