Craft Gourmet Bakery — Restaurant in Florida

Worst service AGAIN. Rudest store “manager”. They messed up custom orders —which were fully paid in advance— TWICE in a row. The most recent order was via email/i.e. the order was in writing and they also confirmed it over the phone at the time of purchase. As a custom bakery, how hard is it to get a small birthday cake order correct? As a custom bakery, how hard is it to get a couple dozens cupcakes, correct? After getting the cupcakes this time, I called in to explain they did not look right and was totally berated over the phone by the “manager” that I was wrong and she was right because she had triple checked the order herself. She then hung up on me. A female, head baker called me back within minutes to say the store manager was her wife and there actually had been a “discrepancy in my order”. And, they would just have to rebake my order (this was almost an hour AFTER it was the scheduled pick-up time - this had been ordered almost a month in advance). They NEVER admitted THEY made a mistake. It was called a discrepancy. They NEVER apologized. And, your customers do NOT care or need to know who you sleep with in your bedroom! That has nothing to do with how you should be running the front or the back of your bakery! Not to mention the price of OVER $70 for a couple dozen cupcakes — and they were flavorless to boot. Never. Never. Never again… A bit of basic business advice, when you make repeated mistakes with paying customers, own up to it with some dignity and kindness, keep your cool, say you’re sorry and then ask the customer how to make it right. And, keep your private life private. Maybe you need a vacation in the Florida fun because both the service and the product at your bakery...

I’m not one to write a bad review, but this one is necessary. My friend and I visited today after lunch at sky pizza for a treat. I am highly allergic to coconut. I informed the employees as soon as I walked in as I always do. A very sweet girl told me what did not have coconut in it and she included a pink strawberry cupcake in that list. I asked a second time to confirm the cupcake had no coconut and the girl asked the manager/owner (I’m not sure which, but she was diffidently in charge) if they had coconut. The manager/owner responded without even glancing up at the girl “just strawberry”.

As we sat to eat our treat my friend had got the same cupcake and she was a few bites in when she asked the employee again, this tastes like coconut, are you positive. The girl who had originally helped us said nope, none and the manager/owner said “who told you that”. The three employees all start to look very worried and that made me freak out. The owner/manager then called the lead baker who told her it had coconut extract in it.

We immediately left to go to the urgent care, which I then spent the rest of my day dealing with. Fortunately, I hadn’t ate too much by the time we figured out the mistake.

Craft, you really need your employees informed on the ingredients in your sweets. I have never been to a bakery that didn’t have their ingredients listed in a binder somewhere to check before selling their treats. And on top of that, listen to your employees intently when they are asking you questions. If you have a serious allergy, heed my warning and avoid this place...

We worked with Craft Gourmet for our wedding cake. The bakery assistant who handled my emails was wonderful — she was accommodating and helpful with a last-minute order placed only about a week before the wedding. The cake itself was simple, two-tiered, and tasted great.

Unfortunately, the pickup experience left us very disappointed. When we arrived to pick up the cake (along with breakfast pastries and coffee for our group), the cake was brought out uncovered on a platter. Since it was 91° outside and we had a 45-minute drive before refrigerating it at the reception venue, we kindly asked if they had a box to help protect it during transport and storage. Instead of offering a solution, we were told—quite rudely—that we should “just hold it in the car” and that cakes sit in their delivery vehicles for two hours without issue. The manner in which this was communicated was belittling and unprofessional, which was especially disappointing on our wedding day.

Because the cake had no covering or box, it ended up smudged and damaged after sitting in the reception venue’s walk-in cooler for several hours before the event. While I don’t blame the bakery for the smudging itself, I do believe they should be upfront with wedding clients that tiered cakes are presented without boxes. That way, couples can plan accordingly.

Between the price, the lack of professionalism during pickup, and the final presentation issues, we would not recommend Craft Gourmet for wedding cakes. While the flavor was enjoyable, the overall service and experience did not meet...