Nothing Bundt Cakes — Restaurant in Emeryville

On Sunday, November 24 I went in to order the mini cakes I was told I had two options to get the box that was pre-package or choose my own flavors which would only take five minutes to arrange, I picked my flavors and the girl went on her way. Mind you I was the only customer there. I was left outside confused and worried for about 20 minutes wondering what was taking so long, close to the end I asked one of the girls if everything was OK with my order, she rudely replied that my order wasn’t the only one they were working on. I was taken aback as I was not expecting her responded with attitude. I replied that her coworker had mentioned it would only take five minutes, as the cakes come out, I ask for a bag please, the girls demeanor changed after my question initial question. She seem bothered that I asked for a bag. She put my cakes in the bag, I say thank you, I get no response from her confirming my suspicions that something was wrong. I get home and 3 of the cakes are tilted to the side. This just left me with a bad taste in my mouth and I’m saddened that this is probably why people choose no contact services to avoid this kind of interactions.I am disappointed in how the situation got handled. I don’t think my question was unreasonable as I was waiting for longer than I was told all I needed was an update. I wish this location would do better going forward I would hate to take my business elsewhere as I, and my family come here often. In my opinion employees need better training in customer service, and to communicate better with the customer and give them a realistic timeframe and updates if taking longer. I would have happily waited those 20 mins if she would’ve said so since the beginning and or reassured that everything was fine and my cakes were on their way out and about the attitude so unnecessary uncalled for from both girls do...

Placed order in advanced online. When I arrived to pick up the cake I get in line 2 people ahead of me. I get up to the counter and the girl keeps going back-and-forth to the back saying my cake is almost ready 5 to 10 mins. After about 10 mins I asked why is it taking so long? she said oh they’re boxing it. When the cake was finally brought out they informed me the cake was not chilled as I requested it to be when I placed the order. Kind of the point in a pre order as we had no way of refrigerating the cake after pick up. The employees then goes to the back and asked about the cake not being chilled. Nanida then comes from the back with an attitude telling me my cake was given to the wrong customer and no this one has not been chilled. so with the frosting already being soft now the cake is not gonna be able to be set out. My pickup was 12:30 after waiting until 12:50 to have the cake brought out Nadina rudely says to me what do you want me to do? “we made a mistake.” She then stated she can keep the cake and chill it for me I told her how will that help now being I need the cake that was the reason I ordered it. I drove all the way from Vallejo to Emeryville to pick up this cake. She said I don’t no! what am I supposed to do? So I asked for a Manager or owner contact info, She was very rude and inconvenienced waving her hand in the air behind her as she turned around and slowly walked to the back. I wouldn’t have needed a number had someone in charge have any customer service skills, instead of acting inconvenienced or put out because they mistakenly gave my order away. I called the number provided by the store and I’m still waiting for a response hopefully will hear...

I ordered bundtinis and balloons to be delivered for a birthday. The delivery arrived within the specified time window and the cakes were delicious! However, the balloons were omitted from the delivery. I called to explain that only the cakes arrived, not the balloons, and asked for a refund for the balloons. The lady on the phone spoke politely, but never apologized for the omission. She said she could not offer a refund for the balloons, only a store credit for their value. I explained that I live in another state and will not frequent the store (hence the delivery). The lady then agreed to issue a refund for the cost of the balloons.

I feel like this was a missed opportunity for customer service. When a company errs on an order for a special event, an apology is appropriate. I would also expect a gesture of compensation - a coupon for a free bundtlet if I were local, perhaps refunding part of the delivery fee since I'm not. To only offer store credit when the company was responsible for the mistake is also inappropriate. I appreciate that the store agreed to issue a refund...