The Cupcake Collection — Restaurant in Nashville-Davidson

Cupcakes are delicious! So I couldn't give them one star. But I had an experience yesterday that will not have me ordering celebration cakes from them EVER again. I went into the shop Monday of this week and tried to order a cake. They said that because of a few specifics I had requested they would prefer me to talk to the celebration cake baker. He took my name and number and told me he would have her call me tomorrow. By 4 pm the next day I still hadn't received a call so I went up to the shop again and was told by another employee to go ahead and just call the order line. I did this and was pleased, she was wonderful and patient. No complaints there. She confirmed my order Almond vanilla cake with strawberry icing (she repeated it twice to be sure but somehow things were still miscommunicated) and took my payment, asked if I could come after 12pm. I replied yes. (Apparently another miscommunication because I got a call at 4pm asking what time I was coming in because my pickup time was at 12pm. Fortunately I was on my way at that time.) I picked up my order and it was so lack luster. The textured cake looked like it was slumping and the top wasn't even textured. The top rim of the cake was so sloppy looking. This is not what I expected from this bakery. I didn't even thoroughly review the sheet she gave just signed disappointed. I ended up taking the cake to another bakery who spruced it up for me for FREE! The picture shows the cake after they had scrapped the sides off (I wish I would have thought of taking a pic earlier.) but top rim was just that sloppy and the top of the cake looked just like that. It looked like there were cake pieces and large strawberry pieces in the icing. Not a smooth finish at all. After we cut into the cake, I realized that I had a strawberry cake, NOT an almond vanilla (wedding) cake. I then took a look at the receipt and there was checked strawberry cake (the order form could not have been sitting in front of her at the time of the order because she repeated “vanilla almond cake” to me TWICE!) The cake was delicious according to everyone there but for me presentation is EVERYTHING! I had to spend my time (2 hours before my friend’s birthday dinner) to find another cake decorator in the city to rescue me from the looks of that! And it also was not the correct cake! I’m so disappointed. But like I said Delicious cupcake AND cake, but they need much work on presentation! because I can't present that at a...

I hate to do this but I am really sad about my last three experiences with Cupcake Collection. I have been a customer for years and a customer who buys them as a gift for my customers so I’ve purchased a lot of cupcakes. Given the premium/cost on these cupcakes I think it’s important to share my most recent experiences.

Unfortunately my last impromptu stop at the Cupcake Collection food truck (outside of Centennial Children’s Hospital), my cupcakes were dry and stale when I got them home.

Several days ago, I placed a Christmas order for 2 dozen and when I arrived today I had to wait in line (more than 10 minutes) while people who came in the retail location picked out cupcakes. Once someone was able to help me they told me my order was not ready as someone had written it down wrong. The staff was not apologetic or helpful at all. Unfortunately, I ended up with flavors that were not shown in the holiday pack because that is all they had left. In fact, the staff seemed annoyed that there was a mishap.

My two other experiences recently involved waiting a really long time for an order that I placed ahead of time at the store as well.

I understand that the fame and popularity has grown (and I am so happy for them in this as they are wonderful cupcakes normally) but there should be a line for call ahead orders and a line for folks wanting to know about and purchase cupcakes same day. I would expect more from the customer service side when someone is ordering dozens of cupcakes at a time and there is a mistake. Also, I believe in grace. Had this had been a one time occurrence it would have been fine but my last four experiences have been less than what has made me loyal to...

Please note this low-rated review focuses on customer service, not cake quality. Sadly, I never made it far enough to make a judgment on that. About 3 weeks ago, I called The Cupcake Collection seeking to order a cake for a gender reveal party. I was told I could not place an order over the phone, and was directed to an online inquiry form for wedding cakes. I completed the form, and waited the “up to 2 business days” it could take to receive a response. A week later, I still hadn’t received a reply, so I called again. The customer service rep looked up my form and placed my order. She said I would be receiving a confirmation email and I could pick up the cake the day before my event. Fast forward to pick up day: I waited in a long outdoor line, only to be told that they had no cake order for me. Since they have extremely limited business hours, there was no way they could make the cake in time for the event. I was told there was a button I was supposed to click in the email confirmation, and because I didn’t, they didn’t receive my order. The rep on the phone never told me there was a button to click in the email. Regardless, it should NOT be this complicated to order a cake. I had to order an emergency cake from Publix to replace the cake I ordered from The Cupcake Collection— obviously one that was not of the same caliber and a huge disappointment to the parents-to-be. Through their dysfunctional ordering system and part time business hours, The Cupcake Collection managed to put a huge damper on what was supposed to be a joyous day. I cannot verbalize my disappointment and frustration...