The Cake Gallery — Restaurant in Omaha

VERY DISAPPOINTING EXPERIENCE !!!!! - My family has used The Cake Gallery for years. This time I went to order a cake for an anniversary party 4 days before I was to pick up the cake. I had already viewed their website pictures and had decided on which decorating style I wanted. The store’s iPad was used to point out the correct style by number and even discussed the flower colors. The information was written on my order sheet, along with chocolate fudge frosting between the layers and the type of frosting to be used. This was confirmed at least 3 times.

I arrived to pick up the cake at the scheduled time agreed upon (which was 3 hours before the party started). Upon being shown the cake, it had a design that was never even discussed and was unacceptable. I was told it would take 20 minutes to redecorate the cake. Before they took the cake away I asked if there was chocolate frosting between the layers and was assured there was. Again the style number of the decoration was visually and verbally confirmed.

After The Cake Gallery realized they were unable to get the redecorate completed in 20 minutes, they offered to bring the cake to the restaurant where the party was being held.

After dinner was completed, the server brought out the cake. I was shocked to see decorations resembling a birthday cake and again not the number or style I had ordered. Also it should be noted I paid a premium decorating charge. The guests at the party and others in the restaurant seemed underwhelmed at the look of the cake. It certainly did not match the style I ordered.

As the guests of honor sliced the cake, I could immediately tell that chocolate fudge icing was not used between the layers. Again, lied to by The Cake Gallery!!! as I confirmed the order, saw it written on my order and checked again when I first came to pick up the cake! Really, how many times do you have to tell them before they get it right?????

The Cake Gallery clearly has lost it’s concern and professionalism that it has been known for in the past. Or maybe worse yet is they just don’t care that every cake is perfect for each and every customer. They seem to not care that the cake is a highlight of a celebration and when things go so VERY wrong, they are responsible, not the customer. I did receive a meager $10 discount, but had to ask for one on...

A miscommunication with a different bakery left me scrambling, last minute, to find another. Found a couple places on Google and Cake Gallery was my first stop… also my last. I will never go elsewhere.

I’d never heard of them before but the workers were very kind, knowledgeable, and confident so I took a gamble. I wish I knew the name of the woman who helped me order the cake because she was the only reason I chose not to look at any other places. She was so nice, blunt and to the point, confident, had her own amazing ideas to add, and absolutely hilarious! How she took an idea from my head that I had such a hard time verbalizing and relayed it to the decorator so that the cake was beyond my wildest dreams is beyond me. However, that’s exactly what she did.

Now for the cake itself. I am a first time Mima and it was a cake for my granddaughter’s “Fairy First Birthday” so I was going all out. The cake that was presented to me on pickup… even weeks later I’m absolutely speechless. You ever see those fancy shmancy cakes on instagram or TikTok that are so unrealistic you just know they’re photoshopped or if they’re actually real they’re upwards of a thousand dollars?! That is exactly what was slid across the counter to me. A three tiered unbelievably incredible cake that surpassed everything I said I wanted but was exactly what I wanted when trying to unsuccessfully verbalize my vision.

Luckily the young woman giving me the cake told me that “Cassie” was the one who decorated it. I wasn’t able to thank her personally but, Cassie, thank you from the absolute bottom of my heart! You’re incredible and insanely talented and I’m SO happy you’re the one who brought my vision to fruition.

I’m sure people say this all the time but genuinely and truly, I won’t waste a second of my time ever going elsewhere. It’d be a waste of time and money. In the topic of money, I’m still surprised at how much this cake cost me. The cake itself was around the very low end of $200 with a smash cake included, and the decorations (I, myself, bought off Amazon) ran me around $40 if I remember correctly. Less than $250 paid for this absolute masterpiece. I’m still worried maybe they charged me wrong. 🤣

Thank you to all the workers at Cake Gallery for being amazing and making my vision a reality! Thank you thank you thank...

I don’t typically post reviews at all - let alone bad ones - but I was extremely disappointed with my experience today.

There is another review that mentioned the dirty ceiling from a few months ago, and this is still absolutely the case. While I was waiting for my order, I noticed that there was dust hanging from both the ceiling vents/ducts and the ceiling fan. It’s obvious that it has been there for a long time untouched.

My main issue was that I placed an order to pick up 18 marble cupcakes with orange and blue frosting (swirled together) on 12/9. I had set the “ready” time as 11 and planned on picking them up on the way to my son’s party that started at 1:30, giving them (and myself) a 2.5 hour barrier for the order to be completed prior to the party to prevent issues.

My husband ran in to pick the order up at 1:15 and was told that the cupcakes were not done and that it would take another 30-40 minutes, which was completely unacceptable. He was very upset so I told him to come out and I’d go talk to them instead and they told me I would either have to wait if I wanted mixed icing like I ordered, or they could do the colors individually in less time.

I told them at that point I didn’t care what icing the cupcakes had - I just needed them either immediately or I needed a refund as I could not wait around any longer for something that should’ve been ready 2.5 hours ago. It took about 10 more minutes to receive the cupcakes, so we were late to our own party.

I was never told about any kind of staffing issues when I placed the order, encouraged to set an earlier pick-up time because of it, etc. and my husband and I both asked how they didn’t have any process for notifying people that their orders were going to be late. I get being short-staffed, but they still have a responsibility to keep their customers informed, especially when the nature of these orders is time-sensitive…which is why they have you set a pick-up time in the first place.

It's really a shame since their cupcakes are tasty and we've been getting them for the last few years, but we won't be supporting this business any longer unless some changes are made to clean up their space and invest in a better system for taking and fulfilling orders (and communicating with customers...