Lily's Cakes — Restaurant in Harker Heights

First of all cupcakes were good. Customer service on the other hand not so much. My husband and I used Lily 's for our wedding . She was almost an hour late. She was to be there at 2. She did not show up until 2:50 and our wedding started at 3. She asked our bridal party to help her bring the cupcakes in and help her set up. I had taken some cupcake liners to her store on the Thursday before the wedding, put together and ready to be put on the cupcakes like we had discussed in our tasting session. They were NOT put on. Also we had ordered champagne cupcakes with champagne droppers and the champagne droppers were not in the cupcakes. So I called her store the following Tuesday and left a message for her to call me back. I didn't hear back from her so I called back later that day and was told that she was with a customer and that she would call me back. So by Thursday I still didn't hear from her I called the store again and was told by the employee that she was not in control of Lily and can't make her call me back. So I called back an hour or so later and no one would answer the phone. Called back on my daughters phone (different phone number) and someone answered. On Friday she finally called back (on my daughters phone) not mine and proceeded to yell at me and was rude and very unprofessional. When I told her that I didnt appreciate her asking our wedding party to help her she said that they were lieing. Also she said that the reason she was late was because she had another problem with a customer's cake and basically told me that that was more important then our wedding. I told her about the cupcake holders ( which can not be used or exchanged) and champagne droppers were missing and she said 'yeah I noticed that they weren't there but I didnt have time to take care of it.' She didn't care that that was part of her job. She also proceeded to tell me that between her store in Harker Heights, Temple and her other business she didn't have time to talk to me and take care of her wrong doings. She was very rude, she yelled at me on the phone, shes not professional, she will not return phone calls. So my husband called her back on Friday and the employee that answered the phone proceeded to tell my husband that I was the one that was yelling and that Lily was trying to help me. NOT TRUE. Also that employee would not let my husband talk to Lily and was told that Lily would call him back. Its been almost a week now Lily still has NOT called him back. So if you want someone that has a bad customer service side then by all means go with Lilly's Cakes. I will NOT recommend her to anyone.

So this is the response that I got from the owner of Lily's Cakes....Thank you for your review! I truly wish you would write the truth and not how you perceived the story. I tried apologizing to you many times and you refused to listen. I even offered a refund and you still would not let me continue. You kept coming up with excuses and didn’t let me talk to try and fix the mistake. I never yelled at you. You were the one yelling and refusing to listen to my many apologies and kept threatening to slander our business and shut the phone in my face. You also refused the help of my team members by shutting the phone in their faces every time they answered. All my customers are important to me and I was doing what I should do when someone’s cake suffers an accident while they were transporting it. Go back to the whole conversation and scenario and rewrite your review please because you are missing a lot of details. Congratulations on your big day! Best wishes...

WORST CUSTOMER SERVICE. There was an open house at La Rio Mansion. I didn't want to go to their(Lily's Cakes) table setup but they had cupcakes and I was curious so my fiancee and I sampled some. They were okay, nothing super spectacular. The lady at the table said if we setup a consultation we would get 15% our cake order if we order. We set up a tasting consultation. The day before a tasting we called to confirm since we hadn't heard from them and they did t know what Tyler of cake we were interested in tasting. They told us we were confirmed and would "see us tomorrow".

Tasting day!!! We were scheduled for the evening. I jokingly told my fiancee "it would really suck if were we sampling cupcakes out the display case since they never asked what we wanted to sample". We walked in and were never even grated literally for about 5 minutes. We were the only patrons in the store. Eventually someone greeted us and told us to pick 6 cupcakes out the case. You have got to be joking! You want us to sample your cupcakes that have been sitting in the display case all day if not longer and then they are flavors we don't even want...there was barely anything left. We chose 6 and sat down. We waited 10 minutes before Lily told us to start without her. Everything was disgusting, hard and stale. After the first cupcake I nibbled in I wanted to just leave but my fiancee disnt want to be rude. After simply all 6 we waited another 15 minutes before lily came and sat down with us told us the cake we wanted she couldn't do( 3 tier 110 guests) she told us she could do 3 tier 70 guests and a sheet cake for $980. My fiancee politely told her politely we would need to think about it that when she said " Okay, that will be $15 for your consult." We weren't aware of a fee for tasting. Nobody ever mentioned it but my fiancee politely paid for it and we left. After doing the math we basically paid for the nasty 6 cupcakes we sampled. I do not have a problem paying for a tasting but that is something you let people know ahead of time. Then to have us chose 6 of 8 old dry cupcakes that have been sitting for at all day if not longer is disrespectful. I would never go here again or recommend...

I used to love this place and would order their German cupcakes all the time. I went in yesterday and ordered some cupcakes. When I took abite it taste like fabuloso cleaning product. I called them to tell them that their cupcake tasted like fabuloso. The worker on staff told me they use fabuloso to clean their floors. They told me there's no way that fabuloso could have got on the cupcake and basically talked to me as if I was lying. I know what I tasted and the fact that they admitted to using fabuloso lets me know that somehow it got on my cupcake. The lady told me she wasn't sorry cuz they didn't do anything wrong, and told me I didn't taste cleaning products on my cup cake. She told me we're in Texas and everybody uses fabulous, so there's no connection between me tasting fabuloso and them using fabulous on their floor. I understand mistakes can happen and there is a possibility that somehow the product ended up in or on the cupcake. All I was asking is that I can speak to the owner or manager so they can check the cameras to see how the cleaning product ended up in or on the cupcake. As a customer I have a right to know if I was exposed to chemicals. But they couldn't do that instead they tried to gaslight me and talk to me like I was lying. She told me they don't need to check the cameras because the owner is the one that makes the cupcakes herself. It's unfortunate because I really liked that place and even though they made a mistake i probably would have continued to go there if they would have handled things differently. For one I would have apologized to the customer. I wouldn't hide the manager from the customer and talk to the customer as if she was a liar. I would double check the cameras to to find out how the cross contamination happened and to make sure I don't have a crazy employee secretly poisoning my customers. Because you never know, stuff like that...