Billy's Bakery — Restaurant in New York

A loyal customer can be lost, if these folks even care? I think not. But they’ve lost me to Empire Cakes from now on. Billy’s in Chelsea had been my go-to for delicious, FRESH cupcakes. I only like a same day baked cupcake. I always made it a point of asking if it was baked fresh that morning. One time I bought a half a dozen, sat down to enjoy one in the shop. After just one bite, I could tell that it wasn’t fresh. Either that or just baked differently than usual? Anyway, it certainly tasted a day or two old - not fresh and springy or moist. The young lady behind the counter was so kind and nice, refunded for the whole thing. No questions asked.

Went in a few weeks later the day after Valentines. Saw some tasty looking red velvet cupcakes, ordered a half a dozen. The gentleman behind the counter was very honest and said they were left over from the day before. I told him I would give one a try, and they were scrumptious.

Went back again a week later, asked the guy (someone I hadn’t met before) if the red velvet cupcakes have been made that morning? He rolled his eyes and said yes, of course. Um, okay. Ordered half a dozen cupcakes. Sat down at the table to eat one, and it was dry, not moist, just not good at all. Certainly not the same as I had come to enjoy.

Respectfully approach the same person behind the counter and explain to him that they were stale, definitely not up to par. I explain that I always order the same cupcakes, so I definitely know how they should be. You would have thought that I was returning a pair of used gym socks that I had used 26 times without washing.

This person looked so disgusted and annoyed - literally started arguing with me that they absolutely they’re from this morning, because Billy’s never, ever sells a cupcake from the day before. Well, I already know that to be untrue. He put his hand on his hip, glared at me and said I don’t know what you want me to do?

Again, with respect, I said, I cannot eat these, they aren’t good. I think a refund would probably be helpful. He replied well I’m not gonna refund you for the one that you already ate - even though it was right there in my hand - only one bite taken out of it. He begrudgingly refunded me for the other five. Never said another word.

Beyond the lousy customer service, just the impossibility of finding Billys cupcakes to be consistent wore me down.

I wandered a few blocks down and bumped into Empire cakes. FANTASTIC red velvet cupcakes with mind shatteringly tangy frosting.

Great customer service!

Don’t bother responding, Billy’s cupcakes, with how I should’ve reached out to customer service. There should be no need to reach out to customer service, your cupcakes should be of a consistent quality and when they’re not, your staff should be accommodating and cool about...

I am a long time fan of Billy’s. However they seem to have fallen into the pay more for less trap. I went in recently for a slice of cake. It was $7.50. If it was the same size Billy’s used to offer I wouldn’t have cared. However the slice was the last one of the cake. It was clearly not cut to where the center of the cake had been. It was also misshapen. The server cut off a piece of it leaving a small piece of cake. When I mentioned that this wasn’t a full slice I was offend the nub that had been removed for an additional $4.50. I refused and picked another cake. Still $7.50 for about 2/3’s of what used to be offered. Disappointing Post review, After leaving this review I was contacted by the manager. I was told that because of rising costs the size of Billy's cakes were reduced from 3 layers to 2. (so my comment that the slice was about 2/3 of what used to be offered is accurate). When posting this I decided to scroll the reviews and see I'm not the only one who is disappointed in the reduced size of the product. What I am surprised at is the defensive tone of the person responding to genuine customer complaints. What prompted me to leave this further comment is the managers comment that I was trying to get more for "free/discount". Clearly you should re-read my comment. The piece I was offered was not a full slice. It was not cut to the center of the cake. It was a smaller piece left even smaller when the server cut off the misshapen piece that was left. Excuse me for trying to get a decent sized pice of cake for $7.50. I chose to pick another cake. Your response did not help the situation, it's just made me sure that I will not return to your bakery. There are so many bakery's of your type to choose from, I'll go to one with better...

Although these cakes are the bomb...i can't complain about the excellence of the product. It's exceptional. My complaint is about the service. On my BIRTHDAY yesterday I visited to buy myself a slice of cake. During this pandemic I wanted to celebrate. Even if I must do it alone due to the circumstances. I walked in excited and shouted Its MY BIRTHDAY.!!! To which I was barly acknowledged. Even the person I was talking too murmered and complained. About air or something. Hey I get it. It's a rough time. I even backed up and said let me try it again kinda joking just to lighten up the mood in the place. Repeated myself. And nothing changed. I'm like dang. If there was another place I would go there. I've worked In the service industry. I know it's not easy. Especially NOW but guys come on. You sell cake. Some one was celebrating. At least give a smile and happy birthday. Dang. I went by ' 'milk' not only did i get a SMILE AND A WARM GREETING. I got a cookie. It's really the service we need right now. I hope who ever they were, they're feeling better. No one on the team even tried to change the mood. Because I tried to stay positive. At the end he finally gave a happy bday. But it's like pulling teeth. I hope they feel better.

Hey If the owner reads this. I think it was just a VERY VERY bad day. Just make sure these kids are alright. Especially in this time. Still remember your providing a service.

Great Product. But....well your read the...