Pollman's Bake Shop — Restaurant in Mobile

I went in and purchased 5 cupcake cookies and the total came to $15.47. I got 1 cookie in a bag and the other 4 in a small box for my children. That box was closed and taped up at the counter. I inquired about getting 4 brownies ( a dollar and some change each) and the worker informed me that they had a sale going on where you can get a dozen brownies for $7.99 on Tuesdays. The brownies came already taped up in a small box (the same size box I got my cookies placed in) and were kept on a shelf behind the register packaged and ready to go for customers. I was contemplating getting the dozen instead of the 4 brownies so the worker went and got a box of brownies and brought them to the register with my cookies. I decided against the brownies all together and she went and put a box back. About 10pm that night when my children came in my room eating their “cookies” I bought them, I realized they were eating brownies and NOT cookies. It dawned on me that the worker mistakenly mixed up the boxes and took my cookies back instead of the brownies when I decided not to get the brownies. It was 10pm at night so I obviously couldn’t call Pollman’s; plus the kids had already started eating the brownies. The next day I had to go pick up a birthday cake that I ordered and brought the situation to the worker since the manager was in a cake testing with other customers. The manager stated because I did not bring the brownies back it was nothing she could do for me. I also didn’t receive a receipt for the “cookies” because on the tap pad it has an option to select “No receipt” so I did, not thinking I would need it. However I did show the worker at the counter the pictures I have attached to this review. As someone who patronizes Pollman’s frequently and was there to pickup a cake I purchased, I thought they would have some decency to correct their wrong. I simply got the cake and left. I am extremely disappointed in how the manager handled this situation. It is not a...

I’m writing to express my frustration and disappointment with a recent order I placed for a special occasion, which was not fulfilled correctly and was handled very poorly when I came to pick it up. The order included both a custom cake and cookies, which I placed well in advance and provided all the necessary details for, including reference images. Unfortunately, when I arrived to pick it up, several major issues occurred. The cake did not resemble the image I provided. I was told the images I sent couldn’t be used or “blown up,” yet the cake had the same images on it—just not done properly. The decoration looked rushed and was not what I ordered.When I raised these concerns, the associate said they “aren’t perfect” and “not highly tech image designers,” which felt dismissive. I was told the only option was to wipe the cake clean and try again, but that it would still only be a “50/50 chance” of getting it right—and would take another 30–45 minutes. I had guests arriving in less than an hour, and this delay was not acceptable for an event that was carefully planned. On top of that, the cookies were handled carelessly. I had clearly stated they were going into treat bags, yet an employee insisted on placing them on cake paper, despite knowing the icing would smear. This is the first time I’ve had an issue with your store, but the lack of accountability and the unprofessional responses I received were extremely disappointing. I was told it was simply a “human mistake” and that I shouldn’t expect the result to look like the reference image—but that’s exactly why I provided images and placed the order ahead of time. Unfortunately, this experience has left a very negative impression, and I will not be returning. I expected much better, especially for a custom order intended for a...

I remember having Pollman's cakes as a kid for special occassions and getting to pick out what went on the cake(s). I couldn't wait until the day we had the gathering for it was not about just the celebration. No! But getting to inbox that sweet smelling cake and digging in to its moist cake with smooth icing with just the perfect amount of velvety goodness to crunch ratio in the sugar department. Oh it was heaven. But it was cake day! I couldn't wait, when I was actually placed within the inner circle of Pollman's, to stop in for a treat for my girls and for dessert that evening. After all, it was close to Halloween, J.J.'s birthday and who needs a reason for cake? Except, wow! The prices, I never realized, that anyone ever in my family was paying anywhere near what they were asking. So I made roughly a $10 purchase of day old bread and a mixed bag of pastries and went on my merry way. STOP! Rewind! Let me just remind you that, if you see mixed pastries in a bag in the bakery, and you ask how long they have been there and do not get an answer, don't make 1-single-solitary purchase. Because chances are, if they aren't willing to answer you on it or bypass you all together, then there is your answer and that's truth be told loud and clear. Time to put the clearance doughnuts down and back away, no matter the temptation. Its always going to be too good to be true. And your high hopes and once pedestal you placed one of your favorite bake shops on will be crushed for...