SWEET — Restaurant in Houston

I went here for the annual macaron day and experienced multiple issues which will be laid out into three separate parts in this essay. These 3 issues revolve around the pre-order, the no-refund rule, and the absolute deception of the manager/owner.

The day before SWEET’s macaron day, there was a preorder form that allowed people to pick their flavors and pickup time. It required you to select the 15% tip, which was I assume to have your order prepackaged. I set to pick up my order at 5:15 PM. I then arrived at 5:10 to pick up my order, and found a huge pre-order crowd waiting in front of the store, as well as a line for current orders. As I waited with the rest of the pre-orders, I saw many current orders able to go inside and pick their Macarons and leave, presumably without having to pay tip. I ended up waiting for a total of 1.5 hours for my order, just like many other pre-order customers. Essentially, I tipped to wait a hour for Macarons that others were able to get instantly without pre-ordering.

As for the no refund rule, about an hour and 15 minutes into my waiting, an employee went outside to announce that they were out of two flavors: green tea and espresso. Many people were confused, and one woman asked to get a refund on the Macarons she would not receive. The manager/owner then walked out to tell her she couldn’t get a refund, even without getting her order yet. And instead had her choose different flavors. I overheard this conversation and was bothered because I too ordered some of those flavors and was wanting to get a refund. Then, as I was about to ask about my order, they brought it out and it was given to me quickly. I was confused, as they just announced they were out of flavors, so I opened my box to check. I saw green ones and brown ones that looked like the flavors that I ordered, and they were all there, so I assumed that they packed my order before they ran out. I then left and went home.

Now comes the deception of the manager. After getting home, I saw that the flavors I ordered were not the correct ones, they just looked like them initially. Instead of green tea, I got pistachio and instead of espresso, I got salted caramel. Both were substituted specifically with colors that were ambiguous and could have been the ones I ordered. I was never asked to substitute my flavors, and was never told that they replaced them. When I realized, I called the store and talked to the manager. They refused to give me a refund or take accountability, and instead blamed it on their workers for not “knowing the flavors”. However, if they were out of the flavors I asked for they should not have gotten confused. When asked about this, the manager simply said “since you’ve left the store we cannot do anything, and can’t give you a refund.” I also mentioned how bad it could have been if someone had been allergic to pistachios, and got a blank apology. In total, I got 16 Macarons replaced without my knowledge or consent.

Overall, the awful system and terrible management made this much more difficult than it should have been, and that fact coupled with the lack of compromise with the manager left me with a bad taste...

I'd like to give SWEET a big high-5 and a hug for making my baby shower as sweet as the delicious cupcakes they provided.

SWEET is a little morsel of a shop tucked away in the CityCentre around the corner from the Yard House (which is also deeeelicious) and RA sushi. I had a little issue with parking because I had to pay to park although I was just picking up my order, but quickly got over it once I stepped into SWEET's shop.

There is a really nice vibe inside, like a comfy, yet modern, and clean/minimalist kind of feel. That seems to be the trend these days. I was greeted by fresh trays of just-iced cupcakes, still sitting in their sheet pans, teasing me on the counter. I love that all the cupcakes are decorated differently from garnish to icing style. It makes me not care to ask, "What kind of cupcake is that?" --- I'd rather be asking, "Can I get one of each?" They had little macaroons displayed around as well, and I'm not sure how I passed up splurging on some because they looked very cute and tasty.

I made the call 2 nights before to pre-order 1 dozen strawberry mini-cupcakes (strawberry icing), and 1 dozen chocolate mini-cupcakes (chocolate icing/chocolate ganache) for my baby shower. I asked them to do "sprinkles" (more like sugar that sparkles) for 4 chocolate and 4 strawberry, and they gave me no hassle and threw it in as a complimentary service. While waiting in line for my cupcakes I had a 5 minute staring contest with a Hummingbird cupcake and a Peanutbutter cupcake. Being the sucker I am, I caved in and ordered both (Eating for two? Hell yes!) How can you say no to something that has a drop of jelly on top?

I used the mini-cupcakes to decorate my homemade 3-tier cupcake tower and it was adorable, as a baby shower should be. I uploaded pictures on here to prove it! And to "put the icing on the cake" they happened to be DELICIOUS as well: not overly sweet, icing nice and soft, and cake very moist. I love it when my cupcakes taste exactly like what they're named after. I love this cupcake shop, much more than Crave's, and don't think I'll be able to wait for another occasion to indulge in their goodies again. Can you say, "Happy...

What can you expect from an organization who don’t even know there is something very important thing in business called customer service. One of my life’s worst experience I’ve ever had with Sweet which was very sour. We ordered a cake for my birthday over the phone. I don’t want to mention the person’s name because I don’t want to be personal. This is something that shows what organization culture that does not bother what customer experience they are given to their customers and how they are ruining their memories and experiences.

As per their so called process, the person who took the order over the phone after all the confirmation we provided the credit card details for the payment because as per their process we had to make advance payment and we provided all the details to proceed with the payment and they confirmed we can come on birthday date at 12 noon to pickup our cake.

I went to the sweet shop to pickup my order, the attendant initially didn’t know there was an order or not. When I provided the details with whom I spoke to and the date and time then she came with the order details, smiling “oh your order did not proceed because you didn’t make the payment”. I could clearly see my card details on the order slip. I was shocked! I had invited people, arranged everything accordingly and now on my birthday I had to arrange for a cake for my guests. I could clearly see staff’s attitude, they were not bothered at all. They didn’t care because of their silly mistake and how it can ruin someone’s day. You can’t expect from sweet staff any sympathy or any customer service. when I asked to talk to the manager, they said manager is not here. I was given a card to contact the manager. No apologies or even asingle word or offer of me alternate that can show at least they were trying to help or solve the issue. it seems though it’s an normal thing for them to mess up customer’s orders. They didn’t escalate the issue with manager no one contacted me yet till now and it...