Valencia Bakery — Restaurant in New York

Tried ordering a custom cake online. I asked if they do those pullaway/cakes made of cupcakes in the comment section when ordering. I know some bakeries don't do them, so i ask to see if they do them before purchaseing. I would have been fine with a simple no. Sent a request july 3: They accepted and gave me a quote on July 8. Took a bit but someone looked at it to accept it. It said 36 cupcakes on top instead of servings and no one messaged me saying," no we dont do that", so I was like, great! I decided to go to pay expecting a cupcake cake. The next day I ran out of work at 6, mind you, they close at 7 so I had to haul buttcheeks to get there before 7. I knew what I wanted so I hoped to get there at least 10 min before and be out before 7. I asked to try the same flavors i ordered. The nice lady who worked there told me they don't make cakes made of cupcakes and dont make that flavor with cupcakes. So at this point I was confused because they gave me a quote about me requesting a cupcake cake with those flavors and no one messaged me that they couldn't do it. I even showed the worker the quote, she messaged a coworker and they said the same thing. She recommended I contact through the quote chat. Im super confused because another bakery uses the same ordering system as this one, but when I got the quote from them, they messaged me saying they don't do cupcake cakes before any payment was made. However, for this bakery, nobody bothered to contact me before i made my payment. That's the second red flag. The first red flag was the bad reviews. So I contacted through chat asking about the situation. Not only was the person on the other end not helpful, they seem to not wanna talk and took a long time to respond when i was on a time restraint. I was trying to get my situation solved, but they gave me a one sentence response when i asked a few questions. they can clearly read that I have a situation. They didn't offer a solution right away or anything. They were more concerned that they don't do the flavor as cupcake form but I was concerned about the fact that I was expecting a cupcake cake and not containers of cupcakes. They never really gave me a clear answer if they do pullaway/cupcake cakes or not... I did not want just cupcakes. I even gave a photo example during the order request!! It's not gonna be the same when I just stick cupcakes together. There is a specific technique they do so it looks like a cake on the top plus there is a design on it? They knew the order was wrong because even state,"That was our mistake on our behalf." So I was done because im not getting straight answers about this cupcake cake, I have a party, it takes time to make cakes and A lot of bakeries require a few weeks in advance. Plus, they were charging me for cupcakes, not a cake and also the person was giving me attitude for no reason. I was already on edge because if I never went to the bakery I would have never known and they were gonna let this slide. Imagine me going on the day of pick up expecting a cupcake cake and I just get a whole bunch of cupcakes just because they didn't inform that they didn't make pullaway/cupcake cakes. I would have been willing to convert it to a cake(it was my backup plan) but the way they handled it, they didn't offer to change the quote, and no reassurance if I was being charged the right price if I went with a cake. They handled it like,"sounds like a you problem" despite that I was basically falsely lead to order. Like let's take your money and not make sure that the order can be performed. I just asked for a refund because I was  dissatisfied with the customer service and the fact they were gonna make the wrong order without my knowledge but apparently this company punishes customers even if the company made the mistake. The person said, "check the fine print" (such great customer service response huh?) They refused to give a refund despite it was only 4 days when the quote was accepted because i found out a day later (July 9) the person took 24 hours to respond to me(July 10)...

Went for my daughter’s pre-10th birthday. THANKS GOD this is not THE cake. To start that lady who was there 6/16 had a Terrible attitude. Can’t you at least smile? What a downer like it is not our fault you didn’t become a Hollywood actress, smiling is free and improves the overall appearance of the store and customer’s energy. Next time I rather go to either Los Angeles or Princesa. We did not get helium plain balloon because according to her they explode. She didn’t want to deal with that. We told this lady SPECIFICALLY not to give us Pineapple. My daughter happens to be allergic to Pineapple and coconuts. She said she gave us cream. Our horror when we cut the very first slice and this was pineapple. EXACTLY what we said we didn’t want. Some people ate but no the birthday girl. Thankfully we had ice cream. Customer service is everything and in this case was...

I don’t know why and how there are bad reviews here. I received the best customer service experience ever. My mom placed an order for a Tres Leche cake not fully understanding sizes. She accidentally ordered a 6” when I wanted a 10”.

I called the store immediately and she cleared up the confusion my mom had. The lady was very sweet and polite. She even personally text me pictures with the prices and sizes and I truly appreciate that. She went above and beyond. I asked her to please make the cake extra moist as I read some reviews saying that it was dry, and she assured me it will be moist.

We picked up the cake 9/12/2023 and it was absolutely delicious and very moist and fresh. She even gave us extra milk to add it on if we wanted to. That’s excellent customer service and she truly made me happy. I’ll definitely keep coming back here for cakes and...