Icing on the Cake — Restaurant in Los Gatos

What a horrendous experience here. The people running this bakery need customer service and hospitality training. The man working at this cupcake shop seems to have been upset to be a cupcake seller and took out his life frustrations on my mother, fiancé and I. He refused to make eye contact with us and helped two other people behind us. I believe the people running this establishment are racists and when we asked why we had not been helped he gave us a dirty look and said he didn't see us and that we should not be complaining. I then went on to tell him the customer should always be right and he immediately cut me off and said actually no the customer is not always right , he laughed at us and walked away. We were then helped by another cupcake seller who uncomfortably took our order. We got our cupcakes and left but decided we could not eat them joyfully anymore and came back in to return them. The owner of the bakery apologized on behalf of her ill- mannered hiree but did nothing to make us feel better/ offer something or require him to personally apologize to us, in fact when he saw us again he snickered yet again and told us we were rude and walked away and would not come back out. I have never been treated with such disrespect in my life anywhere. I would never come back here and will spread the word about this poorly run establishment who hires people who apparently are unhappy to be selling cupCakes......

P.S. I wish I could give this place a negative star.

This is my reply to the owners comment back: I had told you my mother and I came to your bakery ONCE before. That does not mean I frequented your establishment. And your power being out doesn't excuse your employees disgraceful behavior towards us, telling us the "customer isn't always right" which is a ridiculous comment to make! and then disappearing in the back when asked why. He was clearly dishing out his personal frustration and also made a couple offensive remarks to my mother and then refused to come back and face us or apologize and acknowledge that we were looked over repeatedly to the three other people in the facility and laughing about it. Being a professional in the healthcare field, I would never come close to behaving the despicable way your employees...

I've never had to write a negative review for a business before but after my experience I truly feel not doing so would be a disservice to the community of Los Gatos.

I began working with the Icing On The Cake Bakery in January of this year on my upcoming fall wedding, letting them know my date upfront. Our date, our guest list, our venue have not changed since our initial conversations 7 months ago. I came in for a cake tasting in February and confirmed the date still worked with no concerns flagged by the business. I brought up the bakery's name to my caterer and who informed me they did not always treat people well. I proceeded against my better judgement with the hope we would not encounter any issues.

I called today after a nagging feeling when several emails left me feeling uneasy. They informed me that not only did they not think they'd be open on my wedding day, they couldn't even confirm until two weeks prior. This would leave me with just 14 days to find a wedding cake. There was no remorse. The attendant told me she'd be happy to give me pricing anyway, not so much as apologizing for taking our money for an event cake tasting for an engagement they had no interest in fulfilling and hearing a bride sobbing over the phone after seven months of commitment.

I do not say this lightly - I am heartbroken by the lack of empathy this bakery shows their customers. If you have a baby shower, birthday, anything of value planned with this company, trust your money with a business that has an iota of compassion. We made the mistake of trusting Icing on the Cake and we hope you won't...

I am someone who frequented this bakery often. This week I called to put in an order for my husbands birthday and while giving me credit card information was hung up on. I called right back and the line was busy and then closed shortly after. I called several times the next day and didn't get through. Finally on Friday I got through and they explained to me there's nothing they could do for me as they were sold out. When I told her what happened she said not to worry and to call back at 8 am and they would set aside a cake for me as they were making extras for the morning. I did that and the phone was off the hook from 8-9. I called over and over. I went to the store when they opened and waited in line for 40 minutes. When I walked in I asked if any of the small cakes were banana and she said three were so I said great ill take one of those. Then she said oh wait actually they've all just sold. I guess someone called at that moment and they sold all of them. I was so incredibly upset I asked to speak to a manager. She said the owner was on the phone but she was a senior and could help. I explained to her the situation and she offered no resolution except to say she could put a happy birthday thing in some cupcakes. I just got home after purchasing the cupcakes and there's no happy birthday anything in the box. Nothing.

Sure they're good cupcakes but nothing is worth this level of customer service. I have never ever written a negative review but this...