Sugarbakers Cafe & Bakery — Restaurant in Lubbock

I had not visited Sugarbakers in several years but I had good memories from my previous visits.

I stood at the counter for 2 minutes as employees talked to each other without acknowledging my presence. Then one of the employees turned around to take my order.

I ordered the BLT and iced tea. I asked if the bacon could be extra crisp. She seemed confused by this request. I explained that I would be happy to order something else if the request for crisp bacon could not be accommodated. She said it "shouldn't" be a problem. I then went to get my tea but there was none. I asked a different employee about tea and she said that it was thrown out because they close in half an hour. I explained that I paid for tea. She responded that I could get a soft drink instead but this was not an option for me as a diabetic. She then reluctantly refunded the cost of the tea and I got water instead.

While waiting for my sandwich she asked if I wanted a refill because she was going to disassemble and clean the fountain. I said that I would like to get more water. She said you'll have to do it now because she was removing the nozzles. I asked if she was saying I could not get any more water and she said she was about to clean the fountain. (this was before closing). So I took a 2nd cup and filled it with water since this was my "last chance." I then returned to my table.

A few minutes later my sad, sad sandwich arrived. The entire sandwich was less than 1-1/4" thick. The plain store-bought sandwich bread was warmed but not toasted and the bacon was limp, cold and appeared to have just been pulled from the refrigerator. The sandwich had one small piece of wilted, slimy lettuce. The bacon was limp, stretchy, and not even heated, much less crisp. I then returned to the counter to ask for the rest of my order. The fellow looked confused. I said the menu said all sandwiches are served with chips, a pickle spear and a muffin but all I received was the sandwich. He then prepared another plate with the missing items.

I would like to add that an older female employee was very polite and seemed embarrassed by the behavior exhibited by her younger coworkers.

$16 was an exorbitant price for what they served.

Based on this experience I cannot fathom returning to this...

Honestly if I could have rated a half star instead of 1 that's what my rating would have been...I work for a very reputable company, we were having a celebration for our boss's boss who had been with the company for over 30 years! He flew in from Arkansas to celebrate this momentous milestone with the Lubbock office which has over 150 employees. Another employee and myself recommended to our boss Sugarbakers for VANILLA cupcakes which is what the order was that he placed for, now I wish we had recommended a different bakery. When my boss brought the cupcakes in we all thought ok so these must be some type of spice cupcakes based on the color instead of the vanilla. The color was a tan color so that's why my 1st thought was "spice" cupcakes well when we bit into these over baked VANILLA cupcakes we realized nope these are vanilla just over baked and DRY! So dry no one finished their cupcakes and everyone was complaining about them and threw them in the trash after trying just 1 bite. My boss tried to call not once but twice to speak with management and was told management would call him back but no one called. My friend and I were so embarrassed that we recommended them, and then to top it it off they refused to make it right by simply speaking to my boss or calling him back. Everyone at my company I work for was asking where did we get these cupcakes so they would not make the same mistake and order from them. I'm all about supporting local business but it goes both ways, when you have a customer with any order especially a large order like we had and they are not happy, Sugarbakers should try to make it right with the customer which they did...

TERRIBLE customer service. I purchased a whole millionaire pie that I was supposed to be able to go home and serve my family and friends. However, the pie was not set correctly, so the bottom layer was soupy, and the whipped topping was sliding all over the place. I called within 10 minutes of leaving the store and was first told they can’t give me a refund after a pie has left the store. Then I was blamed for “obviously” having left the pie on my counter or something else to cause the pie to melt. Finally, they checked another millionaire pie that was out in their shop front/case at the same time and realized the pies were not set. I was told I could come back to the store and get a refund.

So, I get to the store, the people at the register get a look at the gross, melty mess the pie has turned into in the 20 minutes since I’d left, and they try to tell me they can’t do a refund and try again to blame me for clearly having done something to the pie! Blaming the customer is clearly in their training if I got the same lip service from three people until the guy I spoke with on the phone came up to give me my refund. No apology or remorse at all. They don’t think they did anything wrong, and they don’t regret any inconvenience this might have caused me.

I hope they enjoyed their little moment of pride in not apologizing to me because they’ve lost my business. I realize I’m just one person, but I doubt I’m the only one they’ve treated this way. Absolutely awful. I’ve never been so disappointed with the entire staff of a business!

Lubbock has so many amazing bakeries. Spare yourself the headache and go...