Molly's Cupcakes — Restaurant in Lake View Township

Happy Birthday...Um not so much! I thought I would do something nice for my daughter's birthday and order cupcakes to be delivered for her to enjoy. After reading the great reviews for Molly's I thought this should be a sure bet. Boy was I surprised when it turned out to be a huge DISASTER! Ordered the cupcakes online on 4/17 afternoon to be delivered on Friday 4/18. About 20 mins later I got an email saying they were delivering the cupcakes right then on Thursday. The employee at that time had already called my daughter and ruined the surprise. Ok, I can live with that. So I called them and said NO, I had specified FRIDAY delivery. OK, so Molly's called my daughter again, and told her, they would deliver between 3-5pm on Friday. Great. So at NOON on Friday, the delivery guy shows up at my daughter's apartment and nobody was there. She gets a nasty voice mail saying where is she, we will have to pay more to redeliver, etc. So I then call the shop AGAIN and ask what is going on, and they say OK we will redeliver between 3-5 pm. Fine. AT 3 pm sharp, the delivery guy shows up at my daughter's apartment and she wasn't there - yes her fault that time. She was caught up at the Chicago DMV and trying to get back. Another nasty message was left on her voice mail.

After she returned home both she and I call the shop to see if she can go and PICK UP the cupcakes at the shop. That is when we were met with snottiness and condescending tone and attitude from employee who answered the phone. Basically we were both very rudely told we were SOL on the cupcakes and they gave them to the delivery driver to eat. There would be no refund or no cupcakes available for her to pick up.

Yes, I understand the last part of the delivery was our fault for my daughter not being home at exactly 3 pm. And I understand forfeiting the $22 I paid for delivery. But to be completely talked down to, by some very rude worker with an attitude was completely UNACCEPTABLE. So $60.59 later and no cupcakes at all, frankly leaves a bad taste in my mouth about the levels of customer service at Molly's.

Yes, we did ask to speak to the manager and that request was met with more rudeness and snootiness. No matter how cool the store is, or how great the cupcakes are, I can absolutely NOT recommend nor will I ever do business with this establishment again. Happy Birthday Molly - Yea...

I emailed Molly's on 6/30 to find out about ordering a cake. I assumed because they are so popular and busy, that email would be the most courteous way to communicate with them. When I hadn't heard a response by this afternoon (8 days later, and yes I do realize we had a holiday, but 8 days...seriously), I gave them a call and was told that they cannot take cake orders due to refrigerator space. They can still make cupcakes...but not cakes. Anyway, not impressed with this bakery's customer service or willingness to go above and beyond. That's just me, but I do hear their baked goods are amazing. Too bad my boyfriend won't be enjoying them for his birthday :(

Update as of today 7/17 (my boyfriend's birthday): Called Molly's yesterday to let them know I want to pick up 4 nutella peanut butter cupcakes today (i broke down and called them back because I can't find this flavor anywhere else). Since I was calling anyway, I asked if the refrigerator was fixed and could they make me a cake instead... She said they can now make cakes but they need 48 HOURS notice. I told her what had happened to me last week, that I tried to give notice but was shut down. She said she was sorry but they couldn't make an exception. Just a quick update to let the world wide web know that the customer service here is TERRIBLE. Must be nice to be such a popular bakery that you don't have to do ANYTHING above and beyond to keep a good rep.

So, I'll be picking up my four cupcakes tonight and will be spending money with a merchant who has basically told me through their actions that my business doesn't matter to them. if my boyfriend hadn't specifically asked for this flavor cupcake for his bday...trust me I would not be bothering with grouchy...

I've been a Molly's customer since they opened many many years ago. The cupcakes are always between decent and great (mostly great); however, service is hit or miss. Today when I was picking out my cupcakes I asked for the s'more's one, it's my child's favorite. The worker told me "we don't have a s'more's cupcake. Excuse me you DO have a s'mores cupcake, then they state "oh it's seasonal" well then why'd you not just say that. "WE DON"T HAVE A S'MORE's cupcake" is different than "the S'more's cupcake isn't in season", like don't do that. Also I was excited to see a Molly's in Rosemont Mall last weekend, but they don't have the creme brulee; however, Lincoln Park does as I purchased one today, so see how that works. Secondly I asked for the Dulce De Leche cupcake, and pronounced it "dul-se de leche" because I am an American and often pronounce words with an English American accent, as English is my first language, the worker proceeds to say Dulce pronounced "Dol-che" like girl why? I am a paying customer, I'm rather educated, I didn't come for the tricks, I just came for the treats please refrain from offering language lessons, and telling customers that y'all don't carry products that you actually do carry on a rotating basis, the appropriate verbiage is to advise it's currently not...