Piece-A-Cake — Restaurant in New York

I've been going to this fine establishment since it opened its doors. I purchase items for every occasion and even more so very frequently when I get the urge to pick up a treat for my wife and I just for the heck of it. Well for this past New Years Eve, I popped in and picked up dessert for for the family get together in celebration of New Years Eve. I purchased three different items. A Kringle (walnut coffee ring) 4 cherry turnovers, and 1 seven layer chocolate covered seven layer cookie for my wife as a surprise. To my surprise when I got home, I only had the Kringle the young lady had placed in a box and then in a bag. I did not notice that she had forgotten to place the other items in the bag until I got home. I knew that I'd be back to buy more things soon enough so after digging my car out of a snow pile my wife and I hopped in the car and set forth to go back to Piece of Cake on New Dorp Lane around 3:00 PM exactly one week later to let them know what had happened and also to get some more item. Well we explained the situation to the counter girl and she In turn got a manager Young female person ( no need for name)to further assist us. The manager said that it wasn't their policy to "release product" a week after the fact. She said there was no way for her to know that I purchased anything, even though I had just shown the counter girl my phone indicating the sale from my credit card right from my account. I explained that it was becoming an embarrassment to both my wife and I that not only have we been loyal customers since their opening and that I sincerely believed that the owners would probably handle this differently but she assured me it was the stores policy to handle it the way she was seeing to it. So in full disappointment and embarrassment, because she did this in front of the staff and all the customers there, I asked her if she thought we would make this up just to try and get one of their most reasonable items for free and lie,about it. She said I should have called right away, I told her that I have a very busy schedule and that this was my first opportunity to get back there and that since it was a local friendly and neighborly business that seeing her in person would have been sufficient enough and better than by phone. She stood her ground and even after asking her if it meant losing two great and loyal customers who have recommended so many people in the past and have spent so much on so many occasions, she simply said sorry it's our policy. This is a sad example of today's way of thinking by staff, entrusted in representing or misrepresenting a fine establishment's reputation in a way that could do damage to the concept of keeping local and being neighbors and cherishing loyalty and knowing your true customers. I believe Jacqueline would have been better off weighing the merits of her decision not only to publicly humiliate her customers ( husband and wife) illustrating to her staff a similar demeanor that would perpetuate this so called policy and manner of managing, questioning such a trivial claim such as a couple of turnovers and a cookie, and send away people who not only support the local stores but in turn pay her wages in doing so. The customer is not always right here, even when they truly are and trust in loyalty locally. So three Stars, it would have been 5 plus, because I have to be honest in saying that Piece of Cake Is a talented bakery, but regretfully and obviously the owners have to "Old School" try and get staff who understand that when a place loses one single customer that they actually lose that persons following and any future recommendations potentially, and the actual number of customers they actually lose when a situation is handled as such as it was described, the number is far greater than the well known 10. This has been a sad day for me. I've done a number of sincere reviews for, Google , hence my community and this is the first negative one I have had to do. Thanks a lot Young person manager, for darkening my opinion of Piece of cake. Hope it...

Extremely disappointed in my experience here. I had high hopes after seeing reviews and picking this bakery to order my daughters smash cake from here. I ask for a 7 inch vanilla cake with light pink icing, raspberries around the borders, white chocolate drizzle and gold dust all over, big gold “1” on top and write HB on the board. Here is what i got. The cake was not decorated even though I was charged for decor. Not only was the cake bare of decorations but it was also late. I asked for pick up at 12 noon on 12/17. It was not ready until after 1pm. I had a photographer hired and my house decorated for my daughters for birthday smash cake but this cake would be embarrassing to have in pictures. Extremely cheap looking. I told the “cake specialist” this is not what I asked for and it’s extremely late, we won’t make it to the photo shoot. She responded “it’s ONLY missing the border and drizzle and it’s ONLY one hour late.” So this is your customer service?? Justifying all your wrongs instead of making it up to customers? I asked for a refund but she said the order sheet says no refunds - (when I called to place an order I asked for this form and they said there’s no such thing, they just listed the options of cake flavors and fillings and told me to choose from whatever they just verbally listed then email them with what you want. Then pay online or the order will not be submitted). I told her I wanted a refund to resolve this issue and then she said I will not give you a refund and refused to compromise. After a lot of unnecessary arguing she offered store credit. I told her that I will never return here again she said “that’s fine. You don’t have...

So my wife n I go to piece of cake ( where we have been frequenting for years) on Wednesday October 19 and speak to owners son Armando. Young man couldn’t be more helpful helping us pick out a custom cake. The cake we decided was a custom golf cake the kid even suggested try to go online and purchase a golf figure and we’ll put it on cake,I thought that was great idea so I went on Amazon and purchased a male golfer figure for $10. On Saturday the 22 at 10am I went to location with my receipt and figure and instructed the young lady what Armando and I discussed. She pleasantly accepted the figure and all good right. No absolutely not I go there the next day Sunday the 23 at noon with receipt in hand to pick up my cake. The girl is scrambling around like chicken without a head and after 20 minute wait I ask where is my cake. Another woman comes up to my wife and I frantic and informs up they can’t find my sons birthday cake. Incredulous I say what do u mean you can’t find it and she states I Looked all over I can’t find it. Now I’m scrambling (. What am I suppose to do) it’s my sons special day and they can’t find his custom cake. The woman feeling terrible offers me another cake which I declined, asked for my money back and went to royal crown and bought a cheesecake just to make do. To my utter dismay and anger my wife has called place three times since Sunday it is now Tuesday the 25 and the owner has not yet called to apologize Nothing. I love there cakes and cookies but there customer service is beyond disgusting ill never return. Ps they even lost my $10 figure and never returned my money....