Sweet Reasons Dessert Kitchen — Restaurant in Fredericksburg

Buyer Beware! Paying in advance is no guarantee you will get what you order! ALWAYS check your order carefully BEFORE leaving the store! As a customer, I was normally quite satisfied with the service that I previously received, but the way that my order was filled Saturday, 7 May was a big departure from that record. I specifically pre-ordered a half dozen of four different cupcake flavors as a special surprise for my wife for Mother's Day. When I picked up the order, there was a male and a female attendant working behind the counter. When I started to check my order to ensure that everything was in order, the female attendant saw what I was doing and reassured me that everything was there before I actually finished checking both bags. I took her at her word and stopped checking the order. After I made the 30 minute drive home and I was taking the cupcakes out of the bags, I discovered that instead of giving me the full half dozen of Black and White cupcakes I was only given three Black and White cupcakes and nine red raspberry cupcakes, which is not what I ordered. When I called to ask how the mix-up occurred, the female attendant tried to tell me that I fully inspected both bags under her supervision, which was not the case. I reminded her that I stopped my inspection before it was complete based on her word that everything was there. When I made my order, I was advised to pay in advance to ensure that I received all of the ones that I wanted to purchase and to avoid the store running out of the flavors that I wanted before I arrived. However, the way my order was packaged leads me to believe that this possibility had already occurred when my order was packaged despite having paid in advance. How else could this mix up occur? It is a bit difficult to mistake a half dozen of four different flavors for a half dozen of just two of those flavors and then nine of one and only three of the remaining. If their personnel had already run out of the Black and White cupcakes before packaging my order, I would have appreciated at least the courtesy of being told when I came to pick up my order instead of being assured of the orders accuracy only to find it quite wrong after driving all the way home through heavy traffic, leaving the only way to rectify the wrong order being to drive all the way back to your store through even worse traffic. I sent the store an email with a picture attached clearly showing their error and they never responded or even made an attempt to apologize for their...

I ordered a 3-tier red velvet cake with vanilla buttercream icing for my son’s graduation, scheduled for pickup on Friday, May 23rd at 12:00 PM. I arrived right on time, but the cake was not ready. I ended up waiting almost an hour, checking in a couple of times as I watched my already-iced cake being moved between sections of the bakery. I finally walked out with it at 12:48 PM, which put me behind schedule for the celebration. I didn’t complain in the moment because things happen—but what followed was even more frustrating.

That evening, we cut into the cake and realized the icing was cream cheese, not the vanilla buttercream I had specifically requested. During the order process, I made it abundantly clear—multiple times—that we did not want cream cheese frosting. The person who took my order even confirmed with the baker that vanilla buttercream was available.

I called the bakery the next morning and was met with conflicting information. First, I was told cakes aren’t ready for pick-up until after 1 PM (despite being told to pick mine up at noon). Then, when I spoke to the baker, I was told I had picked the cake up at 12 (I did not), that the cake was not late, and that the icing was correct—even claiming that their “buttercream” includes cream cheese. This was never communicated when I placed the order, despite my very clear request to avoid cream cheese. We even bought a banana pudding and lavender/lemon cookie. That receipt time stamp would show I was still in the bakery at 12:45pm.

What upset me the most wasn’t even the mistake—it was the lack of accountability and care in the response. There was no apology, no offer to make it right, no partial refund, discount, or goodwill gesture. Just gaslighting and dismissal. I left that call feeling unheard and disrespected.

This 9" round cake cost $55, and for that price, I expected at least the basic courtesy of good customer service and accurate fulfillment. Sadly, I’ll be taking my business elsewhere—and warning others to do the...

Very dense cupcakes. Which wouldn't have bothered me if they were as good as they looked. Seems to use same base batter for all product and then adjust for flavors. Yet not very flavorful in the cake or the frosting. Can't tell a big difference between flavors. And the only difference in some, was the icing flavor/coloring or infusion of in the center of cupcake. 40 dollars for 12 cupcakes that had no flavor...😞 the kids didn't even like them and they sat on the counter. But they looked pretty sitting there. Disappointed. Won't go out of my way to patronize again.

Update-February 2020. In response to owners reply.

I did in fact, spend 20+ minutes talking to the young lady behind the counter. Weren't any patrons other than myself during this q&a. This was after discussing your product, with the other customer that came in after me, very excited about being there... I wasn't ready to order and she was on a mission. Who am I to stand in the way of a woman and her cupcake? I know better! She was wanting the Strawberry but settled on the Oreo. This customer had an opinion on flavor as well. She happens to work in one of the other stores close by, which allows her to walk to your establishment at-will. The sales person that helped me, was the young lady who was recently married at the time of my visit and made suggestions. Good sales person. Knowledgeable of the product.

Here is my point in response to an Owner, of any establishment, in where the consumer leaves you a review..... Accept Constructive Criticism....Graciously. always Remember Customer Service has a Beginning, Middle, and it's Up To You,... if there is and END. Ask...What you can do to correct. Really Is That Simple. *I was holding onto the Free cupcake promotion I received from purchasing the Dozen that day...in hopes to check out the Strawberry the other customer raved about. I'll give it to someone...