Over the Rainbow Desserts — Restaurant in Palm Springs

As you can see: she’s STILL fighting instead of stepping back and realizing the curt tone was unnecessary.

Reviews are the customers reaction to your business. You do not get to decide whether a customer is happy or not, other than how you handle situations. It is blatantly obvious there is a gap in comprehension of negative experiences with your potential customers. Instead of fighting with them, think about what can be done in the future to mitigate these things from happening.

I highly recommend taking a more humble approach to your responses, learning about reputation management, and hearing what your audience is trying to tell you instead of fighting. I was extremely kind to you, whereas you were not kind on your response back.

As you know, there are many other bakeries… and the deal breaker for some customers might just be your tone. Please reflect on your intentions.

Update to response: Difficult process to order custom cakes (has to look on website for availability, but must place via email and not through the phone - super ineffective workflow) Owner took multiple days to respond to emails, I had to follow up for said quote. Emailed at 1 am MT when they did respond, Curt about me sharing an inspiration photo (not sure how else to communicate what we are looking for in a cake), The response below shows the owner cannot see where the breakdown occurs. — I’m sure the cakes are magical and delicious - however we went in another direction due to price and customer service.

Typically I will fork over money for a quality product but because of the curt and low customer service I experienced, I felt my dollars could be spent with another bakery.

Arguing with customers because of their experience (see previous negative review responses from the owner) puts a negative taste in a potential customers mouth. Then to experience it was a bit shocking.

Hoping they truly thrive but for their customers sake, I hope the owner practices treating customers with honey rather...

Disappointing Customer Service Experience

Honest review I called the bakery and stated I wanted to order two six inch cakes for Monday, July 6–two weeks in advance. The guy I talked to told me to send the order via email to cakesbyroman@aol.com. As instructed, I sent an email requesting a 6” vanilla bean dream cake and a 6” German chocolate cake for pickup on Monday July 6 (screenshot attached). I was specific about the Monday part because they’re only open Friday and Saturday but I wasn’t sure how they were modifying orders because of coronavirus and the guy on the phone didn’t seem concerned that I wanted the cakes for a Monday. I didn’t get any sort of confirmation email so a few days before I needed to pick up the cakes, I sent another email to confirm they got the order (screenshot attached). No response. I finally just called two days before I wanted to pick up. The woman who answered the phone was rude and told me that they were closed Monday but they didn’t have any orders for Monday anyway. Coming from out of town for my wedding, this was pretty annoying aside from being totally unprofessional. I wanted to try something new, but I’m going to Sherman’s for my cakes—I know them and know that they’re reliable on top of being delicious.

Update: while the owner claims that he responded to my initial email order, he absolutely did not. Nor did he respond to the follow up email. He only emailed after I...

Y'all. I live in Philadelphia, but was getting married in Joshua Tree. I am also vegan with a severe dairy allergy, but also.... I love desserts. Like, I cared more about my cake for my wedding than my dress. I scoured Joshua Tree and the surrounding areas for the best cake option, and even though I sent out a few requests, the only one to even respond (okay, some responded like WEEKS later) was OTR. And they didn't just respond, they SERVED. The amount of vegan options here? Unimaginable. The fact that they double, triple check with you about allergies/cross contamination/etc? So important and NEVER done elsewhere. I felt so safe ordering from here. Okay, now the best part... I just described what I was looking for, never got to do a taste test or anything because I am not local, and can I tell you that they delivered my dream wedding cake (we eloped, so it's for "8 people," aka my husband and mostly me, so tiny but man was she cute). The design was spot on - I wanted minimalist, classy, dried florals, and succulents. We did red velvet + buttercream (or whatever vegancream) and yo..... it was so moist and perfect! We offered some to our officiant and photographers, and nobody could believe it was vegan. Oh, and it was so safely put together in a sturdy box with all of these stickers talking about my allergy. I am so, so grateful to have found OTR....