dbakers Sweet Studio — Restaurant in Miami

I don't even know where to start.... this place was recommended by many ppl i know and I remember seeing them in the Yellow farmers market in Hollywood where they started I believe. I needed a bday cake and the many ppl that recommended d bakers, told me that they can usually have the cakes w/ 1 day in advance... i went into their website, and yeah, it didn't say anywhere that you needed 2-3 days in advance to place an order, so i ahead and place my order... the website mentioned that my zip code was not matching (which was weird cause ive been living in the same place for years) so i go check my bank account, and they money was taken out ...i wanted to call right there but noticed that they open at noon. When i called to check if my order had gone through, Laura tells me that they see my order and that if I want i can give her my card again so she can charge me AGAIN... i tell her it makes no sense to me to pay twice if she can see the payment on hold... she then puts me on hold and when she comes back she now tells me that there's a glitch on the website and that they now CANT make my order because the kitchen is full, oh and that for my money, i needed to wait to get refunded by tomorrow... Laura then senses my discomfort and frustration and explains that she's just an associate and shes just receiving orders... I then asked her to kindly let me speak w/ her manager. Stephany then gets on the phone, i explain to her that I ordered online and that at the end of the day is not my fault that the website is not working properly, and her reply was that mistakes happen and that the kitchen wont make my order even though they did take my money. To me is all about how you handle a complicated situation and i mentioned this because Stephany offer for me to pass by the store to check out other options that could work for me, but she failed to be empathetic towards me knowing what i mentioned above. It could of been as easy as "we have a hold for u here, if you want pass by our store and we'll rectify this" but instead i got a mistakes happen, our kitchen is full, and you will be refunded tomorrow which we all know its not true as it takes 5-7...

Super disappointed. I placed an order online and their website was very confusing. I ordered a picture cake that was primarily black and received a white cake with the black photo. Even if user error on the website, I expect some creative liberty here. They could have called me to advise me that the cake didn’t look great and offer some recommendations. Unfortunately, the cake was hideous and any changes to the cake would result in me coughing up more money. This was already a $100 cake. The women I spoke to who I assumed was the manager did not try to help in any way. The place is clearly run as an assembly line with no heart and soul put into their creations. I would go somewhere else where they are actually proud of their work.

Update: I was not satisfied with the cake, which is why your manager came out to speak with me. I asked for sprinkles in order to distract from the obvious fact that the black photo did not match the completely solid white cake. I was also not offered to change the entire cake, but only the piping, to black (for additional money). This would still have resulted in the cake looking odd as it still would have been primarily solid white. Therefore, I forgoed the option as I was dissapointed with how your manager was handling the situation. Let me also add I am a first time customer so this was not a great impression.

Also, I am not in the cake business, you are. It should have been very clear that a completely white cake with a black photo on the top of the cake looked extremely odd. It would have taken 5 minutes to call me and reccomend a better option or ask if it was a mistake? Lastly, maybe you should have an option to allow for creative liberty. Overall, I am disappointed in both the product and...

They messed up our order I had placed through door dash. So I called to see if we could get the correct items or else get credit and order the two missing items at a later date- and was told there was nothing they could do. The words actually used were “we are not responsible for the customer service, just the order”. I was told the two items I’d ordered were not available so they just put two others in there that they had on hand. I don’t eat either that they had added and asked again if there was anyway to just get store credit for another time (as i spent $35 and half of the order was wrong) or if they don’t have any policy about calling customers when certain items are unavailable. I was told that the door dash driver had refused to give her my number and that was why she didn’t call. I have had similar things happen a couple times with other restaurants and they had my number to call me about the order before the drivers were ever there to ask about substitute items.

So I’m not sure why the driver would refuse to give them my number to fix an order...seems to be pretty odd behavior. And I’m also not sure why they wouldn’t already have my number from the order placed.

I did call door dash after getting no where with the shop and door dash refunded me. So maybe they’re better if you’re actually there buying stuff....but my experience was pretty disappointing. I’ve never encountered any restaurant/shop that would say they aren’t responsible for customer service- only the order....when the whole issue was that the order was incorrect........