Gallo's Bakery — Restaurant in Mount Laurel Township

My husband and I ordered a cake with decorations and a specific color theme. When the cake was picked up we were informed that the cake was paid for already by another customer, which was great. However when we saw the cake it was not in the colors i asked for, the woman at the shop said it was because it was already paid for and we should pay it forward. “Pay it forwards” comes from your heart not because the last person did it for you. Also my cake wasn’t even in the colors i ordered, to which she said she would add (in addition to the white already on there) one additional color. She also said she didn’t charge us for the additional decorations she added lol. I expect to pay for what i am asking for but to say that as if she had done me a favor when the colors were not what i asked for was incredible. She even attempted to go back and forth with me trying to explain why i should pay it forward when she noticed i wasn’t satisfied. My family… meaning parents, aunts, uncles, cousins and siblings have been buying cakes from here for years. This was terrible service, the woman was rude and argumentative. Very disappointed.

Reply: Well then you would need to Re-read my comments a few more times because nowhere in my review did I say you stated the mistake was no big deal. That sounds like an assumption on your part. What i did say is that you attempted to use the excuse that it was already paid for as to why the colors were not correct, pushed the fact that you chose to give a discount as to why I should not have been unhappy, AND repeated more that once what paying it forward meant and why we should do so once I had already told you i knew what it meant. So yes i was annoyed with your tone and felt like something was being pushed on me while I’m saying I’m unhappy about something from your business (Indignant). Instead of receiving and apology and moving on, you HAD to make a point on “paying it forward”. Which makes that bad customer service along with your tone! Even your response shows no couth. And as for being on speaker phone…..I was on FACETIME, there is a huge difference between the two. As for what time i picked up the cake, you stated i could pick up the cake anytime before 4, we were there by 3:30 due to the event changing times and no one was even up front to assist right away. So please don’t make it out as if we can 5 mins before you closed. This was completely uncalled for and blown up. I stated dissatisfaction and instead of you apologizing and rectifying the issue, you were rude and just had to explain why we should pay it forward. Unfortunate and...

So disappointing that I could not place an order to come in and pick up. Nope! I was told on the phone, "Its first come, first serve," Just like that! No I'm sorry, no explanation, nothing! The person on the phone sounded quick to want to dismiss me, like I was a nuisance or bothering her. Never in my life, and I'm 63, have I heard of a bakery where you can not order items ahead of time! How can I plan to bring a desert to a dinner that I'm invited to if I have to wait to take my chances the day of? So I hung up, called another bakery, and they were MORE than happy to take my order! I guess Gallo's is just interested in a quick sale or they don't know how to plan ahead. Who knows? The impression that I got was that they were not interested in accommodating their customers. NEVER AGAIN!

This is my response to Gallo's comment below:

The statement: "I'm sorry you are unhappy. But I did apologize on the phone and explains its ONLY during our busiest days of the year. Orders were cutoff the night before," is NOT TRUE AT ALL. I was NEVER given ANY explanation. All that was said was that I could not place an order and that it was first come first serve. There was no apology or explanation, absolutely nothing about "ONLY during our busiest days of the year." That's not true at all! Wow! I can't believe you are...

Extremely bad experience. I ordered my daughter’s cake a month in advance and everything was fine, then a week before they told me they can’t even come close to the cake I ordered. I understand there is variance but it was a completely different cake. They were so rude on the phone wouldn’t even let me speak. Such a horrible experience I will never go back. Do not trust them. Terrible.

I have ordered the cake elsewhere at this point. I apologized to the new bakery for such short notice but explained the horror story and they couldn’t believe my experience. They too said there might be some variance which I 100% understand but at least they were polite and courteous. I have no idea how you can be so rude to someone that hasn’t even ordered a cake yet. Makes no sense. The baker accused me of calling her a bad baker and when I said that I never said that she got really defensive. The manager wouldn’t even let me speak and told me they were overwhelmed and stressed out and Felt I should go elsewhere. She was taking it out on me for no reason. I couldn’t even ask a simple question without them getting defensive. Very weird situation. Never even had a chance to order. Very happy with my decision to switch bakeries. The new bakery was very accommodating on such short notice and so easy...