Nami — Restaurant in Phoenix

My family ordered me a cake from this bakery for my birthday this year and it was, without a doubt, the worst tasting cake we each have ever had. We ordered a chocolate gluten free cake with buttercream and, unfortunately, we could each only take one bite of each our slices. The cake was truly inedible. I understand the challenges of baking around dietary restrictions very well but I have had many delicious gluten free and vegan cakes before and have seen bakeries do it successfully. Since our move to AZ, I have been searching for a quality bakery here and I am sorry to say this was not it. While I certainly appreciate the time and energy from the staff that went in to making the cake, the quality of the product and subsequent customer support were substantially lacking. My family felt terribly about this experience and I was deeply saddened to hear about their experience with customer service. I am incredibly disappointed in this bakery and could not recommend this place less.

In response to your reply Stacey: To be clear, the conversation was with my family, not me. The cake was purchased for my birthday and as the recipient of it, I could not have been more disappointed. You mentioned your management team offered a method of compensation. To clarify what happened - my understanding of that conversation is that the cake was $90 and your manager offered a $10 gift card which is a subpar attempt at a resolution. My family then offered to try to work out a partial refund to cover their time of your staff and ingredients and your manager declined to work with us.

You mention here that a refund was issued. We called the credit card company to check and they have let us know they do not see a refund issued on their end. If a full refund was in fact issued, we certainly appreciate it. However, we have no evidence to indicate that's the case.

Furthermore, while it very well could be that you sell 100s of cakes and never receive complaints - that does not negate our experience with your bakery. There were 4 of us that tried the cake and none of us liked it. Finally, if someone has an experience at your bakery like we did, where we found it to be inedible, a gift card for a fraction of the cost of the cake for more items from your bakery is not a...

I was really excited to come here after a long day at work. My daughter is a new vegan and I hoped she'd find a pastry or treat that she liked.

The seating is a long bench that runs the length of the restaurant, with a single table at the end. We sat at the table, there was a large group at the other end of the restaurant. We saw a folded piece of paper on the table, face down that said reserved. There a was also this same piece of paper thar had fallen between the side of the bench and the wall. It honestly looked like a discarded note. What we didn't know what that this table was reserved for employees only. We sat there to wait for our order & returned to enjoy our treats. Its a very small space and the employees clearly saw us sitting there-no one said anything! When we were starting to finish a female employee-masked, white apron, Caucasian, stood approx 2 feet from where were sitting and told us in a very agressive manner that this table was reserved for employees only and that we'd need to move. This caused a scene and everyone stared at us. As an adult, to be talked to this way was completely mortifying and embarrassing. We were the only minorities in there and it felt that we were being singled out. We felt so uncomfortable that we left. I called so that I could express how dissapointed we were at being treated that way to a manager. The same female employee stated that she was the acting manager, but refused to give her name and said that she legally didn't have to. She also indicated that she spoke loudly because she was told that she has a low voice. I told her customers should not be treated this way and she basically said well I had to tell you to move. I haven't dealt with this type of behavior or attitude in years. Her manner was overly agressive and it caused a spectacle with everyone staring at us. It ruined our evening. I would not feel comfortable dining there again. Also, while I feel that her manner was completely unwarranted and very rude, not all of the employees were this way. Connor was really sweet & kind. We do plan to further escalate this with the gemeral...

I went to Nami to purchase as many gluten free bakery items as possible for my nieces birthday, as she's celiac. The only items available were their chocolate donuts. They tell you you need to get there by 7 am if you want to have a better selection. Hmmm, wouldn't it make more sense to just bake enough to last a day, and a large variety, if you know you sell out?? Or is it just more fun to make your customers get up with the roosters? After asking them how much the donuts cost & finding out how expensive they are ($5. + tax, yikes) I asked a very reasonable question, how much for a dozen or more? The answer was the same, $5. + tax. I said "wait, there's no discount for a large order? I was going to buy all of them, about 15...they said NO. Today I called to place an order for Easter & after they denied me the opportunity because I didn't order in the 48 hrs ahead (sooooo many rules) I asked why their website clearly states that a dozen donuts are $20. + tax, which is a discount if I'd ever seen one, but yet when I asked if there was a discount while in store, just a few days prior, I was told NO DISCOUNT (No Soup For You!!!) & was charged over $12 for 2 donuts. 😳 After the employee started stuttering on the phone for several seconds with no real answer for me, not even an apology for being wayyyy over charged, it was clear that there is obviously a disconnect between reality & the truth & a huge need for training... in Every area of customer service. Either that or they are fully aware of the correct pricing & they are just ripping customers off at Nami and pocketing the profits. Either way they do not make you feel like you are important as a customer at all and are usually down right rude. It's a shame, as they have delicious gluten free bakery items. Which is the only reason for the two stars. Get your act...