Nothing Bundt Cakes — Restaurant in Katy

On 5/12/22 I placed a delivery order for: One dozen bundtini cakes with toppers $31.50. Large balloons bouquet (10 balloons) $23.99. Delivery Fee $26.50. Tax $1.98. Total $83.97. I scheduled the delivery for 5/13/22 between 2pm and 6pm.On 5/13 the delivery arrived at 4:30 pm. Upon arrival, one of the balloons in my bouquet popped, the driver shrugged his shoulders and left, didn't say a word about it. My complaint isn't about the balloon, but it is part of my experience. I was hosting a birthday party for my daughter, and her guests were set to arrive between 5 & 6 pm. I opened the box and found that all of the cakes had come out of their places and were in a pile, upside down, on one side of the box. In addition the icing was completely melted, so we couldn't save them. Icing was smeared all over the box. They had clearly been in a hot car for quite some time. SEE PICTURE.... I immediately called the Nothing Bundt Cakes store at 4:36pm on 5/13/22. Initially I was told to expect a full refund, a few moments later I was told that the refund would be a store credit. I explained that we had guests arriving and couldn't leave to pick up more cakes for the party (which is why I had scheduled a delivery). They did not offer a replacement delivery or any other option. I offered to send photos of the damaged cakes. I was told that once they received the email with a photo, I would get an immediate reply about my refund. I sent the email on 5/13, I did not get a reply. On 5/14 the store emailed me requesting pictures. I sent the picture again, along with the previously sent email. After sending them 3 or 4 emails, I suggested they check their junk mail, as my emails might have been blocked due to the picture I had attached. On 5/16 they finally responded offering a store credit of $31.50. I told them at minimum I should be refunded $58 to my original form of payment for the cakes and delivery. The cakes were unusable. They did not fulfill the online order agreement. I shouldn't have to pay for delivery of unusable cakes. They said they would either give me a $58 credit or refund $48 to my original form of payment, because there's a $10 processing fee. This wasn't my fault, they didn't deliver a usable order, and I shouldn't be billed for their processing fees - which is what I told them via email. Nothing bundt cakes response to me was "We are being generous to give you in store credit for $58." My response "The bundtini's and delivery fees are what I'm asking for a refund on. Which is what I reported within moments of delivery last Friday. I wouldn't have ordered balloons without the cakes. You are not being generous, at this point you've taken my money and not delivered the promised product." They refuse to refund the $58 and have stopped replying to my requests via email. I've filed a complaint with my bank and the bbb. So in addition to taking my money and not delivering the order as promised, I have now spent several hours replying to their emails, notifying the bbb, and reporting the fraud to my bank.

All this to say, you cannot depend on delivery, customer service, or even empathy from the staff at this location. My daughter had no cake for her birthday party, and that's the saddest part of...

My husband and I went in to buy bundt cakes this afternoon and during the check out process the woman checking us out asked for our phone number. My husband kindly said, 'no thank you, I don't share my phone number'. The cashier said that they must have a phone number to sell something. My husband asked 'So you won't take my money unless I give you my phone number?' And she said yes. We were no going to be forced to divulge unnecessary personal information and left empty handed. When we got to the car we talked and decided it had to be a miscommunication on the part of the cashier so we called and spoke to a manager who then confirmed that they indeed can not sell anything to you unless you give them your phone number for "tracking". I am so incredibly disappointed in this policy and and I think forcing customers to give out their irrelevant personal information is poor customer service and a questionable business practice.

11/15/21 Recieved a message asking me to re-submit both my Google review and Facebook direct message to the Facebook business page via the Bundt Cake website to have it properly addressed. Why do I have to jump through hoops? You should be able to address my concerns without additional submissions. Your team is capable of passing along information. As requested I have submitted the SAME MESSAGE to the website and requested to be contacted about my experience.

11/15/21 Manager response via email For all orders, we are requesting guests to provide their name and phone number.  This information is NEVER used to solicit or market to the guest.  However, if the guest contacts us for any reason, we are unable to help them in any way if we do not have their information on the order.  We also have instances of guests leaving items in our bakery (e.g. credit card) and we have no way of contacting them without a name and phone number.  All our staff are trained to start the guest order with guest name and phone number. We appreciate your feedback and you taking the time to let us know regarding your experience with our bakery. This feedback is extremely important. Warm Regards! Nya Henry & JoAnn Ho - Manager

11/15/21 Response to Owners It was not an order to be picked up later, it was a direct sale. I hand the cashier money and they hand me the product.

There is not legitimate reason for you to require a phone number in this instance.

I have NEVER in my lifetime been REQUIRED to provide personal information to direct purcahse a food item. There would be no reason for us to have additional communication after the purchase.

Lost items is also not a legitimate reason to REQUIRE patrons to provide unrelated personal information.

I'm sorry but your explanation...

Giving the Katy location a well earned 2 stars. I would rate them higher on the quality and taste of the cake itself but I cannot overlook the rude, unhelpful, and poor experience we had with the staff. 3 different staff. 3 different communications. Not 1 friendly or helpful interaction. The cake was delicious and nicely decorated. If not for that it would be a one star for the quality of their service. Employees were rude, unfriendly, and extremely unhelpful thru email, on the phone, and in person. Ordered cake online with no issues but then had a follow up question. Email was never answered or acknowledged. Called to ask about including a 75 with the decorations. Was told sometimes we can and sometimes we can't depending on what you ordered. Asked if we could add it. Was told "I don't know what you ordered". Asked her if she could check. She grudgingly agreed to check. When the answer was no, we had to ask if they sell candles. She offered zero assistance and we had to ask every step of the way. Once we arrived we went to the cash register. We were looking at the candles and deciding what we wanted. With candles in hand when we asked for our cake she informed us we needed to go to the other end of the counter. As we waited we found more candles. The employee scolded us that we should not be touching anything. We explained what we were looking for and informed her that their display was disorganized and were looking for something specific. She unprofessionally informed us that we needed to find a retail associate for assistance. We suggested that maybe retail items should not be out in the open or at the very least organized and properly displayed so we could avoid touching anything to find what we needed. The cake was already paid for so we attempted to purchase the candles. She looked at us with utter distaste and rudely told us we needed a retail associate and sent us back to the original line we had already been waiting in with the same candles we had in hand when were originally waiting. A 5 minute interaction turned into a 20 minute ordeal. The cakes are delicious and beautiful but if you have the option for a different location I would recommend you drive a little further to do business with a location with higher quality service and friendly helpful associates that actually want to assist. If this is your only option manage your expectations for the service you will receive or better yet find a small family owned...