Mozelle's Downtown Bakery — Restaurant in Flagstaff

Edit: I do want to add that after posting this review, Andrea called me and offered me a partial refund which I accepted. She did not ask me to edit or remove my review, but was very apologetic that I wasn't totally satisfied with my order. I have to give them credit for this, however; I don't think I'll be going back because the lack of customer service was not addressed.

I normally do not post bad reviews... but every time I stepped foot in this facility, I felt like Julia Roberts in Pretty Woman. No one greeted me. I stood around for 10 minutes without anyone saying a word to me. I finally had to greet the woman behind the counter to ask for help in order to be acknowledged. I needed to order a birthday cake and cookies for my daughter's party. Andrea came out to take my order and she was very friendly (which made me stop actively searching other bakeries in town on my phone while standing at the counter...) and I thought I would give them a shot because of her. She took my order, I paid, and I was on my way. We discussed time for pick up on the date of the party and all was good. Fast forward a week and a half to the date of pickup.. I was told it would be ready by 10am on Saturday. I called them twice before I left my house to head to their facility, but no one answered, so I drove to town... I get there, and as I'm walking in (10:05), I'm also getting a phone call (which I later found out was them trying to call me.). Again, upon entering the facility, no one said a word to me.... Pretty Woman vibes all over again. I finally get tired of waiting, and poke my head in the cake decorating room and say, "Hi! I'm just here to pick up a cake and cookie order! :)" ... to which I get silence for about 10 seconds and then a sweet girl turns around and says she'll have someone right with me.. I go to the counter and wait... only to be told that they had someone call in and they need another hour or so to finish my cake.. (thank goodness the party was scheduled for 3 hours later....). So - of course, I'm irritated because they waited until AFTER my scheduled pick up time to attempt calling me to let me know the cake wasn't going to be ready and I already tried to verify with them before I left the house, but no one picked up the phone.. Not to mention, I was very specific with the colors I wanted on the cake (black, white, and gold with gold letters)- but I'm assuming since they ran out of time, they didn't have time to paint the letters gold and just left them white. The cake all together didn't look bad, it was still pretty.... but the taste was off. The cookies were definitely what I asked for....(Star Wars themed), but Yoda looked pretty rough... and the kids definitely didn't approve of the taste. I was really hoping they'd redeem themselves after my first visit, but it's not looking good for Mozelle's... OH - and I got charged $6 for a bottled chocolate milk from the fridge..... Not sure how that's even legal. I won't be going back. (Pictures on the left were the inspiration pictures shown to them... pictures on the right were what...

My husband and I are Flagstaff locals and back in the day when Mozelles had a smaller store front about a block from where they are now they were great. My husband would frequent the bakery until one time he bought a berry type treat (it was about 5 years ago so can’t remember what it was) and there was mold on it. Needless to say that turned us off and we didn’t return for years. At the start of this year we were downtown and thought we’d give them another try. I had the vegan zucchini bread which was stale and tasted just okay, my husband got the chocolate and coconut layer bar (I believe it’s called a 7 layer bar) and again it was just okay, but certainly not worth ordering again. The next time we went I tried a vegan cookie which was rock hard and my husband tried a cheesecake slice, which was pretty lacking in flavor and stiff in texture. The last time we went which was about a month ago my husband got a cupcake that was again rock hard. The frosting was petrified and we could’ve broken a window with that thing. My husband immediately brought it back into the bakery and was told by the counter girl it had been frozen accounting for the hardness. This was obviously not true and a more accurate statement would’ve been “sorry, it’s been in the counter display for weeks.” I’ve tried to avoid writing a negative review as this is a local business and we prefer to support local but at the end of the day if you are going to charge an arm and a leg for your goods they should be delicious and something you stand behind. I am a big home baker and make all vegan bakes which when made right are moist, flavorful, and can easily compete with non vegan treats (depending on what it is). While this bakery doesn’t specialize in vegan bakes I’d expect at least one item to be delicious and edible IF they’re going to offer them. I have heard the cakes and speciality orders are great from here so my guess is they put their focus and attention on those items rather then the ones in their shop front. So disappointing and definitely will not be giving these guys any more chances. We just wish there was another bakery in Flag to patron when wishing for a break from...

Let me start by saying that this cake was beautiful and came out great for pictures ONLY. But on the day of my wedding (May 3rd) my mother went in to bring them the decorations and they called me saying that they thought it was for the 4th of May. I went in a week prior and spoke with “Carigin”. She wrote everything down right in front of me. All of the details included the date/time and what type of cake (peaches & cream). She assured me that it would taste like peaches and have actual peaches in the cake. This ended up being a plain white cake. NOT AT ALL what I discussed with Carigin!!! When I arrived to check in on my wedding day this same girl gave me a dirty look and then another lady came out to speak with me. I don’t understand this sort of attitude and service. I am highly disappointed. This was our special day and $210 for a cake to only be disappointed and treated poorly just isn’t ideal for business.

In response to your response on my review… Your employee “Carigan” clearly gave you the wrong date and information. I placed the order at 8am on Saturday April 27th for the cake to be ready by 3pm on Friday May 3rd. So, I do not know where you got 4 days from. Not to mention your sign says you need 48 to 72 hour days prior to the date that you need your order! When I arrived on the day of my wedding your employee gave me a dirty look. This is not proper customer service that you are responding with defense on the matter. I would not complain and leave a bad review if I did not have good reason. The cake did NOT have peaches nor peach flavor and I will attach a photo. I am also attaching photos of the text messages showing the dates that I communicated with my step father who kindly paid for the cake. These pictures show that I placed the order exactly a week prior (not 4 days)! Bottom line is you got my order all wrong. Your lack of attention to this matter further diminishes the perception of your business’s professionalism and commitment to customer...