Scratch Bakes — Restaurant in Lancaster

We decided to order here when our boss got lunch for us on Friday April 26th. We usually order from the nearby pizza place but wanted something (we assumed) nicer this time... Now I wish we would have just got pizza. 3 of us ordered the broccoli cheese soup & either half a sandwich or cup of pasta salad. The pick 2 was $10.99, if I recall correctly, so this was a $5 cup of "soup". All of us opened the lid on the soup and said "What is this?" It was brown and watery with a layer of oil on top. I found one tiny piece of something that vaguely resembled broccoli in the entire cup. After a few minutes I realized what had happened. When they were making the soup, the roux broke and they tried to fix it. Unsuccessfully, in my opinion. It was either overheated or over cooked or something went very wrong, there are many ways to break a roux. I bet they would never have served this to a food reviewer, but it was Ok to serve to us?? I know food cost is very high, but this will likely cost much more than if they had just thrown away the pot of ruined soup and started over, all 3 of us have told multiple people about being served what should have been garbage. I just don't understand why anyone would serve this and think it was OK to do so. Our lunch was ruined. It was a pick up order so I have no opinion on the service or atmosphere but I gave them both 3 stars because it couldn't possibly be worse than the food was. Oh and the tortellini pasta salad was OK, it was just the pasta and what tasted like jarred pesto sauce. No diced onion, tomato, parm or even salt & pepper, very bland. But at least the pasta wasn't...

I am wildly disappointed. I ordered Doordash from Scratch Bakes, something I do when I am on a deadline. I love their food. The first order arrived incorrect and HALF EATEN. I called them because I know that is not the type of business they conduct. The employee was kind and said he would send along a gift card when I reordered. I refunded it through Doordash and reordered. The second order was incorrect again (but at least it wasn't eaten this time). I called Scratch Bakes again (because wouldn't you want to know?) and the owner answered. He immediately raised his voice-- clearly already upset that I was calling and told me he was never going to send a gift card (which I didn't even bring up). He threatened to BAN me from his store because I dared to complain. He continued to raise his voice and hung up on me. I get that Doordash messed up, but clearly something is going on if they CONTINUE to grab the wrong thing from your store including a half eaten meal. He had an opportunity to fix it (literally an apology would have been fine-- I would have reordered again if that is what had to happen) and instead got nasty. I am sad to say I will not be going to Scratch Bakes anymore and would not...

I’ve been a fan on Scratch Bakes for over a year, but the atmosphere in there has changed for the worse. I work down the block so I would stop for coffee & cupcakes, sometimes get a breakfast sandwich. This time I decided to try lunch and I instantly regretted it. I ordered the lunch box (full sandwich), but the girl who took my order must’ve misheard me and chose the pick 2, even though I only wanted the sandwich. I questioned why she asked me what side I wanted, but let it go. At the end I was confused at my order (1/2 sandwich & soup) and told the girl who made it that my order was wrong, she did offer to make me the other half of the sandwich but it wasn’t a welcoming offer so I politely declined and told her it’s okay, I want to try the soup ( a lie, it’s mid august, who eats soup in august ?! worst loaded potato soup ever btw 1/10) Even though I paid for the lunchbox $11.50 I got a pick 2 ($10.50)

Long story short, the staff could really work on their customer service. LOVE THE...