E & L Bakery — Restaurant in New York

(The Set-up) Okay so boom picture this… after a 6 hour drive to NY for an event later that night, I get a call as we’re literally crossing the the GWB that there was a cake emergency and we need a whole new cake. I’m heading to Mount Vernon but since I’m from the Bronx, we get off at 233rd St on 87 hoping someone on White Plains Rd can save the day. Mind you it’s like 12pm… the event is at 6 sharp. I’m googling and calling cake shops that come to mind but no one can have a cake ready by tonight. We literally pulled into the first bakery we saw thinking this is just going to be the first stop of many “sorry no can’t do’s” but God said watch Me work. After waiting in line for like 4-5 minutes, the cashier finally hears my sob story and is like no, sorry can’t do. I turn to leave and she’s like wait let me just ask first.

(The good part) In comes Eddie. I show him the pic of what they want the cake to look like and he looks at me with the eyebrows raised and takes a deep breath. He gives me the run down and says he can start working on it right away and have it by 6; they close at 8/8:30. I’m like that’s fine, no problem, the event does start at that time but obviously it’ll be fine to get there a little late because now we actually have a cake.

Eddie and his team were so kind to make this cake. They literally saved the day at the very last minute and I just want to let anyone interested in supporting this business know, they did not disappoint!

The price was fair, they even had the cake ready earlier!(which for fondant is nearly impossible). The communication throughout the process was excellent- they have a text service- and the cake made it. It was the best welcome home experience this trip and I am so grateful to this Bakery for their talent, their willingness and delivery on their promise. Thank you so much guys! May God continue...

I was excited to visit this bakery, which was short-lived after entering the facility. The woman behind the counter was rude, dismissive, and mistreated me. I’m unsure if her attitude was intentional, but she made me extremely uncomfortable. I was treated like a criminal on my first visit to this bakery. There POS system was down and she said they weren’t accepting cards, only cash. The POS system being down had nothing to do with me but she proceeded to have an attitude. So I was going to leave because I only had my card on me. Then she suggested paying with the cash app which I had no problem with. She brings a phone up to the counter with a QR code, I’ve only used the cash app once so I didn’t know what to do. A gentleman came to the front and explained it to me, he was very friendly and funny. I had my phone facing them as he explained how to send them $7.90. After I sent the payment she told him to go and check if I actually sent the money and held the pastries hostage until he did. She asked him multiple times loudly to check if I paid right in front of me and the customer who were seated. The whole time I was there she had an attitude and acted as if I was a bother. To bring it to her attention that it’s not good customer service I tried talking to her which seemed to annoy her and she completely dismissed me. I will not be coming back to this establishment, which is unfortunate because the pastries I ordered were good. The gentleman in the back needs to switch with her. I also felt like the cash app situation could have been handled more discreetly if she was concerned. Customer service is important, I didn’t deserve the attitude or the...

Disgusting. They left out an entire part of my order - the most important item - a chocolate 3 layer birthday cake via my Seamless order. This happened on Friday, January 7, 2022.

When I called to find out happened, a staff member by the name of Yaya advised that the cake was "sitting right there" and that if I ordered again via UberEats (since delivery through Seamless was about to end) - something small - they would send my cake that I already paid for, along with a free set of cupcakes.

I couldn't believe it when I got a call from UberEats customer service about 10 minutes after I put my SECOND order through letting me know that the bakery CANCELED my order and that neither the cake that was left out the first time nor the second set of items I ordered, would be delivered after all. I was beside myself.

I called E&L back and Yaya answered again. She knew it was me because she immediately started explaining why what she promised hadn't happened. At that point, no excuse would have been acceptable because the bakery messed my order up twice, back to back. She then had the NERVE to ask if someone could come pick up the cake etc the next day. EXCUSE me? How dare you? After screwing up back to back, you expect this from the customer? I have ordered from this bakery in the past and they were ok. Not sure what has happened since, but these actions reflect inefficiency, carelessness, ineffectiveness and lack of professionalism. I am totally done with them. Please think twice...