Palace Bakery — Restaurant in Laguna Hills

If I could give this place a negative rating, I would. I've visited both in person and ordered cakes from here before. During my last visit, a family member ordered a triple-layered cake with mocha flavoring for my birthday. However, upon opening the box, we discovered that none of the three layers were mocha flavored. When we brought this to the attention of the staff the next day, they were incredibly disrespectful and denied any mistake, even when presented with pictures of the cakes and the original order slip. The staff member insisted that the cake was made correctly and even made derogatory comments about certain ethnicities. Eventually, the owner, Pontea, contacted us and, after a lengthy and unapologetic discussion, offered a $38 credit for our next purchase. We decided to use this credit to order another cake for my husband. However, when we arrived at the store, a worker initially refused to honor the credit or acknowledge any agreement. After speaking with the owner again, they reluctantly allowed us to place the order. Two hours later, we received a call from the owner, Pel, stating that unless our family member came to pick up the cake personally, they wouldn't honor the credit, which seemed completely unreasonable. Fed up with their disrespect and poor customer service, I called back and canceled the order, vowing never to patronize this establishment again. The staff and owner consistently demonstrated a lack of respect and understanding towards customers. I highly recommend they undergo customer service training, perhaps from Sweet Lily's Bakery in Laguna Hills, whose exceptional service and respect for customers set a...

I would've given this pastry shop 0 stars if I could. We got a Chocolate Eclair pastry today (8/30/2020) with some other pastries. They were all clearly not fresh but the Chocolate Eclair one that is shown in the picture actually had mold all inside it, not just a little part. Worse than that is that we called the store to let them know and they said there's no way and they asked us for proof. We went back to the store to show it to them and the owner was there so we talked to her and she took the pastry from us and told us it's not mold, which it obviously was, she told us there's no way she's giving us a refund and then she literally kicked us out of the store. I’ve heard from other people that their owner, manager, and overall their customer service is really bad and they are rude and now I can see why they’re saying that. This is not a matter of money and refund at this point anymore, this issue is hazardous to health and we will definitely report them. Just wanted to post a review here so maybe it could help some...

I bought a box of pastries for a family party. The entire box was filled with stale cakes. They were inedible and it was embarrassing to present to this family at a party. We did not touch them.

When I called the bakery immediately after the discovery to get a full refund the employee told me to come between 11am - 2pm to speak with the owner. I got there right at 2pm to find out the owner only comes in early in the morning and was not there.

They then gave me the phone to speak with the owner who argued with me the entire time, refusing a refund, and saying my taste buds must be wrong and their cakes are fine.

I spent over 10 minutes arguing with her but she refused to give me a refund, saying she will be calling me tonight. Do not understand what the point of that is versus handling the issue right then and there.

If I do not get a full refund when I receive a call from the owner I will be disputing the charge with my credit card company.

I am not wasting money I work hard for on a box of inedible,...