Posh Pop Bakeshop — Restaurant in New York

I've been going to Posh Pop Bakeshop for over a couple of years now. They are only one of the handful of bakeshops in NYC that provides Gluten Free cakes and pastries. And my wife LOVES their Ube Velvet cake. But my experience today was really bad and I felt like I was in a lose lose situation. So, I ordered 2 slices of Ube Velvet Cake, as I mentioned before, my wife loves them. I checked on the display freezer and the sign in front of the ube cake says ube velvet cake. Then I ordered a few more items. After I paid. I noticed that the slice they were giving me was not an ube velvet cake. But rather an Ube Velvet Cheese Cake. So I let them know that is not an ube velvet cake and it is not what I ordered. After telling them that. They let me know that they don't have the Ube velvet today, and only have the ube velvet cheesecake. It would've been proper to let me know when I ordered that they did not have the cake that I wanted. Rather than giving me a different cake. The ube velvet cake and the ube velvet cheesecake are totally different from each other. And they are also different flavor wise. So, rather than arguing. I said I'll keep one slice and if they could just refund me the other slice I ordered. They did not answer me, and rather, told me that I can just replace it with another slice of cake. I stood there for a good 5 minutes thinking. But there wasn't really anything else I wanted. I specifically went there today to get the ube velvet for my wife. So I asked again if there's anything they could do. To just give back the cost of the one slice I didn't want. No answer again. But offered me 2 small ube caklepops. So I reluctantly agree, but still asked if that 2 ube cakepops will cover the one slice of ube velvet cake. They said yes. And I just took it and just left abruptly as I was really getting disappointed and irritated by the situation. And didn't want to say anything that I might regret later. This experience left a really bad taste with me. And, right now, I feel like not going back there again. And would just look for an alternative bakeshop. It's really...

Date of pick up: Friday, September 2nd It was a friends birthday and she had posted this just days before her birthday. It was only right that I ordered the "Tall Dark and Handsome" cake, since that's what she wanted. I tried a small piece and it was delicious but the service was not great. I ordered this cake online about a week before I needed to pick it up. I called a few days before to confirm the time (11am) that I would be picking up the cake and also told them I wanted to have Happy Birthday written on the cake. They told me to send an email with my order number and what I wanted written on the cake and that they would put the chocolate chips on the side so that the top of the cake was flat for the writing.. I sent the email immediately. I gave them ample enough time to process this as it was about 4 days before picking up the cake. Our dinner reservations were at 6pm. I drove 3 1/2 hours hours since I was driving from NJ to PA and then PA to Pop Shop. I arrived around 3pm. They couldn't find my cake at first. I was in rush mostly because I had been driving so much and was in a rush to get back to NJ in time to change and head to the restaurant. They finally find the cake and the gentleman says "oh she has to wait" (sounded rude to me) At this point I've already realized that they didn't write on the cake yet. Instead of telling me why I have to wait or apologizing for the wait he goes to the back. Finally he writes on the cake and it came out sloppy and illegible. This is probably because the cake had the chocolate chips on the top which they said they wouldn't put there for me or because he was rushing since they didn't fulfill my order in time.He wished me a nice day I took my cake and said thank you because I didnt have time to say anything else. I didnt like the service or attitude of that...

EDIT 4/8: After logging a complaint with the city, they contacted the business for weeks and still did not receive a response. The city has created a permanent outstanding complaint on the business now and would like anyone who has had these same issues to reach out via 311 (Department of Consumer Affairs).

You guys really could have just refunded my cake.

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Ordered from here a few times with no problems but in my last order they gave me the wrong cake, no big deal to me outside of getting a discount or replacement. Called the bakery last week who said they don't deal with online shipping orders and to email. I've emailed multiple times over the last week and no response. I called the bakery again and they refuse to even address my problem over the phone. I've even reached out on IG and they delete my comments.

The customer service is really poor, it seems to be an issue in a lot of reviews here. It's especially frustrating when I'm constantly getting their promotional emails and no one will answer a really simple question.

As a celiac, there aren't very many choices those of us with dietary restrictions have, and it's a shame to treat your consumer this way in any case, let alone those of us who have little choice as to where to purchase food and can't go find a quick and easy replacement to the items we enjoy.

I've logged a business complaint with the city but outside of that I'm not sure anything can be done. Don't buy from here unless you're cool with losing your expensive order or $$$ when it doesn't show up or is incorrect.

tldr: good luck trying to contact someone if you're getting your items shipped and the order is wrong, no one...