Urban Cookies Bakeshop - Phoenix — Restaurant in Phoenix

I was recently introduced to Urban Cookies by my friend who had purchased me a dairy free cupcake. I have had to go off dairy for each of my sons while nursing. So this was a rare treat. I was immensely impressed with the flavor of the cupcake and was sold on the product.

Recently, I was looking for a place to purchase some cupcakes for a birthday and decided to go with Urban Cookies as they offered gluten free and dairy free options. They do make it clear it isn't the place for someone with a severe allergy, but it worked for my needs. I placed two orders as I had forgotten a couple items in my first. I was a little disappointed they could not leave off the coconut shreds on one of their cupcakes. I figured since they were made in house every day, it might be easy to just not sprinkle the topping on. I was told they were unable to customize their cupcakes.

Upon arrival, I was happy to see they did curbside pick up. However only one of my two orders came out. I went to check the one order and saw that some of the cupcakes had tipped in the box. I was attempting to fix it and realized I was missing my second order. So as I was trying to clean my hands (no napkins are provided. Thankfully I had baby wipes in my car), I was also trying to figure out where the other two items were. I texted I was missing some and someone came out to speak to me. They offered to replace the cupcakes that had been damaged, which was super nice of them. I told them it wasn't necessary but she still replaced two and brought them out with my second order. (No receipt was given for my second order)

So overall, the customer service was good. However. I gave 4 stars as I do feel for the price.. the cupcakes should be placed in a container that isn't so easy for them to tip and get smooshed. I also feel that not adding a sprinkling on top should be simple... especially since I placed my order the day before and was notified that my order was received at the start of their business day.

I also do wish they had packaged them so all the vegan/dairy free were placed together and all the gluten free were placed together. But they were all mixed up. Since I was giving them to someone else, I wanted them grouped so it would be easy to identify which was which... especially since I had ordered...

We have been customers of Urban Cookies for years so I am sad to leave a negative review. With that said, I really feel I have to share how horribly we were treated this evening. We have frequented Urban Cookies every year for the last 4 years to get cupcakes for our kids birthday. Sometimes just for us sometimes for the whole class. Tonight, I knew we were cutting it close to closing time due to traffic and arrived at 6pm. My son, who was really excited about the possibility of getting his favorite cupcakes for his birthday jumped out of the car and ran up to the door to see if they were still open while I got his sister out of her car seat. He was so excited to find that they were. He turned around to yell to me that they were open. While he did this the employees on the other side of the door, without saying anything to him or me as I walked up - locked the door. It is a glass door so they clearly saw us and just absolutely ignored us. My son was so upset and confused because the door was open a few seconds before and he didn't understand why they wouldn't want to help us. No one came over to even acknowledge the 6 almost 7 year old that was now crying outside the door. No one said anything other than pretend we didn't exist. I was so upset about the complete disrespect that was shown to me and my two kids. This is not what I would expect from a local shop. We believe in supporting local businesses. We have supported Urban Cookies even when it is significantly more expensive to get birthday cupcakes for our kids' classes from them compared to a grocery store. After how we were treated tonight, with staff appearing proud to have locked us out so they could pack everything up and shut down, we will no longer support Urban Cookies. Having a good product is not enough when you treat your customers (especially children) poorly. Absolutely...

Update: 6/26/20

Their products are delicious but they changed the brown velvet cakes and in this AZ heat it’s not a good idea.

We had our wedding during quarantine so we only needed a small cake. Since we love this shop we decided to get a brown velvet.

We kept it in the fringe until we left for the wedding (20 minute drive) and it sat in the shade during the 2 minute ceremony, but when we opened the box it was a pile of mush.

They used to serve a normal cake with icing but they changed it to multiple layers with icing in between, which caused it to crash and burn once we opened the box.

We tried scooping pieces onto plates but it was a lost cause.

I wish they would have told us they changed the cake so we could have known and kept it in a cooler during the drive and very short ceremony.

5 stars for taste 1 star for poor communication 1 star for poor design of cake.

You should go back to your previous cake, especially in Arizona where icing turns to liquid within minutes.

I’ve traveled the world many times over but I’ve never had a cupcake as good as these. This goes beyond a great recipe and great ingredients, this is what the magic touch looks like. Very nice staff, great location, great espresso and decor is perfect. 5...