Nothing Bundt Cakes — Restaurant in El Paso

I was very disappointed with the lack of customer service. I had been in a meeting with YISD and the “partners in education” representatives from “Nothing Bundt Cakes” were there to give out a sample and promote their business. I didn’t care too much for over-priced cakes, but I took their card. Fast forward a few months later. My son asks me if he can get his girlfriend a cake for her birthday. He wanted to get her a bundt cake. I reluctantly agree to order from this place online. My son chose the 8” C’round’ for the day in Navy bundt cake for $29.99, a small balloon bouquet (5 balloons) for $3.99 and a small serving package with napkins, plates and forks for $3.99. My son put together a beautiful message that was to be written in the message card. After all that, the order was placed online for a noon pick up the next day. We chose a noon pick up because I had a very short window during my lunch hour to pick up the cake and balloons and drop them off at my son’s school. At midday, before I left work, I called to ensure it was ready for pick up. They said it was. I actually left my place of employment at noon and got there by 12:15, only to be told that they had made a mistake. They had decorated a 10” instead of an 8”! They asked if I wanted to take the 10” I had to pay $10 extra....or wait for the 8” to get decorated. I didn’t have time to wait! hadn’t even brought down my purse from my car. I was supposed to go in and out and grab the cake. I told them, “but it’s your mistake, and unless I pay for the upgrade, I won’t leave on time to get the cake to my son’s school and back to work for a meeting I have at 1pm?!” They insisted if I couldn’t wait, I had to pay for 10” I had to pay the extra $10. So, I went back to my car to get my debit card. They tried undoing this mess by giving me a “loyalty” card which they punched! Like I will EVER go back to that place!! Needless to say, the message card was blank, the cake was the wrong size and even though I had already paid $38.84 online, I had to dish out another $10 because they had mistakenly decorated the wrong cake! I’ve worked in different field of customer service, everything from major corporations, to small retail stores including the hospitality industry...with all kinds of contact with customers. How this went down is WRONG!!! The manager (or whoever she was) could’ve solved this situation a different way. This corporation or franchise needs to train their workers on customer service. Believe me, to let a 10” cake for the price of an 8” cake on the grounds it was their error, would’ve been a better move. A $10 loss would’ve been a huge gain for them. I would’ve been a longtime customer and would’ve recommended them to friends and family. Now you find me writing an essay on how disappointed I was. It’s not the $10. If I could afford to buy $40 worth of cake, balloons and napkins and plates, I could afford the extra $10. It was on principle. They had made a mistake, they were going to make me late, and they had failed put the message which my son took time to compose on the message card. If there was a way to give them zero stars or half a...

0 stars if I could. Special ordered a blueberry cake in May for an office birthday. When we cut open and tasted the cake we realized that we had been given a vanilla cake instead. There was not a single blueberry in the cake and the picture looked nothing like what was on their website. I promptly called to report the mistake. After days of no returned calls I was finally able to get a hold of the manager/owner who was very arrogant over the phone and made several insinuations that I was lying despite me emailing both video and pictures of the cake. The owner then asked if there was any cake left as he wanted me to bring it back to the store. I explained that as he refused to return my calls in a timely manner it had already been nearly a week and as the cake was for an office party I could not very well take the cake out of people's mouths when we realized we had been given the wrong cake. After much go-round he finally conceded to giving me a partial credit via gift card and stated that the card had my name on it and would be "in the safe" for the next time I came around. Today, I went to buy another cake for another office bday thinking I would use the gift card, however surprise surprise there was no gift card in the safe and his staff seemed clueless and unhelpful. A woman finally came from the back stating that the best she could do was leave another message for the manager. I asked her to call the man to which she replied, "I cannot, he is in a meeting." I began to laugh stating, "this man is apparently busier and more important than CEOs of large corporations." To which she replied, "Yes, I get that a lot, a lot of people complain about that". I was obviously upset that I was being given the go round a 2nd time and potentially lied to about compensation for the cake mix up. The woman then disappeared into the back for a long while and finally returned telling me that she called the manager (apparently he was NOT in a meeting and unreachable as she initially told me) and that he "was downtown and would be back by 2:30". I informed her that I had to get back to work and could not wait and once again she took my information beginning the process all over again. She had an attitude from start to finish. I guess that's to be expected since customer service is non-existent from the owner and trickles down to the staff. I would also like to point out that an hour has since passed and I have yet to receive a call back from the owner who should already be back in the shop - so glad I didn't bother to rearrange my schedule and wait. The man has an inflated ego and overexaggerated sense of self. I used to order no less than 1 cake a month from this place for each of my employees birthdays, often more for holidays and friend/family birthdays as well, however we will happily take our business elsewhere. This sort of attitude from staff and management as well as lack of service/quality control is how businesses die. Best of luck!

For reference, below are pics of the "blueberry" cake...

I have had a couple bad experiences at this specific location. Once, I placed an order online because I wanted to get some cakes without icing, which is an option you get online. When I went in, the next day, I was told “oh, I meant to call you, we don’t have any of the cakes you ordered without icing” and I was told by the manager/owner, “the icing is the best part”. Which is beside the point, I have some people that aren’t very fond of the icing, but love the actual cake and flavors themselves. I was also bothered that I went in at the time I was supposed to pick up the cakes…. So when was he going to call me? So I asked, “ok what are my options” and the manager/ owner said “you can take the cakes and scrape off the icing.” Which just seems like a very arrogant response from an owner. And he did not offer any apologies or other options.

I hadn’t gone back to this location until today. Then today, I asked for two bundtlets. And when I asked for two forks. I was told, we don’t give out forks, but we sell them. The girl pointed to a basket that had little bundles of plates, napkins, forks. I’m not sure if it was like a set of 4 or 6 or 8… but all I needed was two forks, no plates, or anything else. I was surprising a friend with one of the cakes, at his place of work, and it’s just odd that I’m going to take him a cake, but not provide him a way to consume it. But I was able to go to a nearby place, where I asked for two forks, and that team was more than happy to provide me with two forks, even though I didn’t buy anything from them.

I put in a complaint, because it just doesn’t make sense to me that they wouldn’t provide forks so we, the consumer, can actually consume their products. And in that complaint I did say that it just seems like it’s better for them to sell forks, to make a buck.

I got a response from Yomi about my experience and said he would have to tax me, if he gave out forks, “a dine in tax”. Went on to say that they are also trying to reduce their plastic footprint. I get business… I get you’re in it to make money. But you can’t give out forks… to consume your edible product??? Everything you give out in that place is wrapped in plastic, even the little sticks that hold greeting cards. I just think I am done shopping at this location. There are plenty of cookie shops, donut shoppes and many many other bakeries around town...