Orland Park Bakery — Restaurant in Orland Township

Thanks for ruining our Easter, Orland Park Bakery! I ordered an atomic cake, which my husband supposedly picked up yesterday. When I opened the box this morning, to take to our holiday celebration there were canollis and macaroons inside. NO ATOMIC CAKE! My name was written in marker on one side of the box and someone else's name was written on the receipt. You need to open the boo!e getting what they ordered. Won't be ordering from you or coming in weekly anymore to purchase your baked goods. So disappointed, and I expect a full refund!!!

Well, Orland Park Bakery, you blew it again! Yes, you did respond through FB messenger, and said that I should call you, and you would take care of this right away, and that you were looking forward to talking me to take care of the situation. So, I called your bakery at 9:30 am. The woman who answered the phone had no idea what I was talking about. She said that she would have to check with the manager, who had just stepped out for a break, but that should would call me as soon as the manger came back. That was 6.5 hours ago! Really? Your customer service is clearly lacking. My order # was 13661. My address was on the order, so send me a check or get the card # from the order form. You figure it out. That's your job, not mine. You should have called me at a reasonable hour this morning to take care of this situation. I should not have to continually call you. And by the way, you will never convince me that the pastries I received in error, were baked the night before. They were completely stale. The receipt attached to the box says they were ordered on March 24. I suspect they sat in that box since then.

I would also like to add that the pastries I received, were completely stale and hard as rocks. Pretty certain they sat in that box for a week! Sure hope the person who got my atomic cake, got a fresh one. The pastries I received were totally disgusting. Again, I expect a full refund and I will never order from here again!

So, I got yet another FB message from Orland Bakery yesterday, saying that their manager never received my message. Seriously? Then they went on to state that they had tried to contact me several times yesterday. First of all, I had given them my cell number when I called on Tuesday. They did not use that, because if they had, they would have gotten a hold of me quickly and easily. That's why I gave them that number. Secondly, I got home and found ONE message on my answering machine. Not several. Just ONE! I called the bakery again this morning, and asked for both of the people they told me to ask for. Neither of them were in. Can't believe you don't know your employees' schedules. A manager did call me back on my cell phone a bit later. Gave her my account number, and she assured me that my refund had gone through immediately. Checked my bank records. No refund yet. Wonder if I'll ever see it. And one final note. The atomic cake I ordered was a specialty cake. They charged me for a store cake. So I was never going to get the cake I ordered. So many mistakes! Will never go...

Ordered my wedding cake from here based on a recommendation from a friend. Ordered in July for my wedding in September. Sent photos of what I was looking for, just a simple one tier white cake in the shape of a heart with black lettering on the top. I sent a reference photo and just wanted to change what the top said. I wanted it to say “til death” instead of “just married”. The day before my wedding a groomsman and bridesmaid picked up the cake. When they brought it to me and I opened the box my heart sank. I was so shocked at how bad the top looked that I reached out to the bakery. On the box it says if there is an issue to reach out within 24 hours. So that’s what I did. I called and didn’t get through so I left a voicemail. Then to make sure it was known I reached out within 24 hours I emailed them right after leaving a voicemail. I got an email back later in the day asking to see what the cake looked like so I sent it. I finally received a call later that night but unfortunately it was during my rehearsal and I couldn’t get to the phone. The next morning was my wedding day and I live about 45 min from this bakery. Going there wasn’t an option or something I had planned into the schedule. So I had to go to my local jewel at 6am to pick up a container of buttercream from their bakery. My mom refrosted the top and left it with no lettering, that looked better than what they provided. If you look at the pictures you can see the letter thickness varies for each letter. It’s no in cursive like the photo I sent. And it’s not even centered. You can look and see in the top right they clearly made an error originally because there was a visible scraping left on it. When my mom went to go scrape off the lettering part of the frosting bubbled. I have photos to show what I asked for: the “just married” with a change in the text. What I was provided with, what happened when we scraped it, and what my mom got us to since the bakery was of no help. I have since left emails for them to see how to resolve the issue since I am back at work during their store hours (I work 6am - 6pm) and do not have time to sit on the phone. In one of the emails I even let them know a day I was available to take a call. I have not heard back. Very disappointed in what my wedding cake was. I was hoping for a little bit more care since they were aware it was for my wedding. I didn’t think I asked for too much, I am so sad at the result.

update reviewed them on the knot as well and the coordinator on there, Tracie, fought with me because of the review I left. She asked for me to remove it and essentially said my cake was a basic cake and not considered a wedding cake because it was only one tier and not traditional. She disputed my review before I could even think about removing it. And let me know “basic cakes” aren’t looked over to ensure it meets the customer’s expectation. Very upset upon...

It breaks my heart to have to give OPB a negative review but tonight was the last straw for me. I go to OPB a few times a year and there a mistakes in our orders 3 out of 4 times on average. They make the worlds best paczki's and so I give them a pass for any little thing that could go wrong (little things, but they add up...ordering a reg. pretzel and getting cinnamon pretzels instead. I'm allergic to cinnamon and had to drive back. Recently I ordered another pretzel and ended up with one with no discernable pretzel salt, another time we got one of those $30 boxes of Italian cookies that were mostly broken, etc)....but I'm tired of the paczki pass. They should be able to do most bakery things without significant incident.

So tonight the last straw was carrot cake that I bought to surprise my fiancé to celebrate a big accomplishment of his. OPB carrot cake is his favorite carrot cake in the world. (Don't tell his Mom, she is a cake maker and chef out of state.) Gave him the little box. he asked if I had eaten some of the cake, but of course not. I wish, but I'm allergic to half the ingredients. I looked in the box and saw the pieces of cake. I mean, come on. The size difference is ridiculous! how could anyone put those next to each other and sell them for the same price and not feel bad about it? So I called the store and they said the cake is cut by hand so that's just how it is. They can replace the cake, I just have to bring it back. That's fair, not super inconvenient. But of course I can't bring back cake that my fiancé wants to eat and doesn't care if there's a little less in the box, he wants cake now.

And that's my problem Orland Park Bakery. I bought cake for last night. not for tomorrow. I gave it to someone as a gift to make him happy, not as a "hey! good job! look what you can't have!" So, of course he ate the cake because eating cake now was more important to him than the principle of getting what was paid for. Perhaps that's a strategy in situations like this, give a subpar product and hope that people need or want that product enough in the moment that they won't be able to complain or return it? IDK

What I do know is that to sell 2 pieces of cake like for the same price is unacceptable. There's no solution for me because he ate the friggin cake. Apparently it's amazing. But I won't be buying it anymore. If I ever have to shop there again I'll open every box before I leave because this shows the store isn't fair and can't be trusted. It's nice to say that you'll replace stuff after you've made a mistake but it's a huge inconvenience by that point. This shouldn't have happened to begin with. It may be no big deal to you, but it dampened to mood on a celebratory night when it was supposed to be an expression of love.

If nothing else it may be beneficial to remind your staff to be more mindful of standardized sizes and...