Sugar Ray's Bake Shop — Restaurant in Plano

Updated: To be clear, the issue isn't so much the 30-minute delay, but more that no one communicated that to me. Yes, you can be behind schedule. Sure, it can be that hectic day. Okay, you can be a small business owner and fine, you can be understaffed that day. It happens, I understand that, and that's not the issue.

The real issue is that first, you/your staff didn't let me know you were a bit behind schedule. Second, at 2:15pm, your staff said it would be 20 minutes more, which means 2:35pm. When I called to put in the order, whomever I spoke with explained that your store closes at 3pm on Saturday, and that the last pick-up is 2:30pm. Now I did not want to be THAT customer that was running late for a cake pick-up and keeping employees from going home on a Saturday. I made sure to leave on time. To be punctual (or early in my case), is no small feat for a mom of two infants and a toddler.

I explain this to show the effort and planning that went into my part. It's not too much to ask you/your staff to say, "Hey, sorry but we're running behind schedule today...it's going be closer to 3pm...we can give you call if we finish a bit earlier." And you know what, I would've been like, okay, there's a Whole Foods down the street, we'll pop in there and pick up a couple of things. I know how to navigate that and find a work-around because inevitably things happen. But I need someone to communicate what's going on. How would I know what's going on in your kitchen? But you/your staff kept us in the dark and that wasn't fair to me or my family when we're not given a realistic timeline. You said you've been in the business for eight years, so you must be able to gauge more accurately how much time you need to finish up a cake or several. 20 minutes vs. 45 minutes...wishful thinking? Too optimistic?

Previous: This has been my experience: I arrived at 2:15pm for a 2:30pm pick-up. The girl at the counter said I was early and that it would be another 20 minutes. Okay that's fine, other bakeries in my experience have the cake ready to go at the specified time--but honestly, not big deal. Returned 20 minutes later, and the cake was still not ready. In the meantime, everyone else with a cake pick-up was getting their cake and out the door. I was kept waiting. And waiting. It was 3pm before I was able to leave the store with my cake order.

1. 3pm for a 2:30pm pick-up? Bad time-management? A half-hour is not a small deal, especially when I have three kids under three in the car waiting too.
2. The girl at the counter said 20 minutes, when it ended up being 45 minutes. Again, bad with time? Poor communication with front-office and back-office? Inexperience?

It wasn't the worst experience. But I think your employees could've been better and more communicative. You have an unhappy...

I really wish I could rate this place higher. But a couple things really sank the experience. We just wanted to get a couple cupcakes, called to check what they had and lady on the phone was great. Showed up and the one who helped us... totally different experience. I wouldn't say rude, she was nice enough. But did not seem to remotely care. After my girlfriend ordered, she asked what I wanted. Got mine, and ignored my girlfriend entirely, asking if that was all... we had to remind her to get her cupcakes. It was literally just 4 cupcakes. It left us baffled why this was so complicated.

The cupcakes themselves... 2 good 2 not so good. Honestly the vanilla with its icing was way to sweet for her tastes and just didnt like the strawberry. But the chocolate toffee I got was great, the icing was the perfect compliment and I liked it a lot. I enjoyed the neapolitan alot too.

We'll probably try again, juat wish I could say better things so far. Definitely should have listened to the people who said it...

I’m only giving one star because of my experience on the days following Christmas. The cupcakes, cake and cookies are outstanding. But I came by the bakery a day or so after Christmas on several occasions to find the bakery was closed. There was no notice or sign, stating that they would be closed on any particular day after Christmas nor was there any notice stating when they would open up, there were also several other customers coming and being disappointed in the same way. I also called and there was no answer or recorded message. Please give notice next time so people are not wasting their time and gas coming to your bakery and it’s closed and at least let us know when you’re gonna open back up Edit: Thanks so much for the response and information! I am fairly new to the area and have just discovered your wonderful bakery. It is great to give your staff a break. We were just not informed of it and visited your bakery several times during that. I have noticed your day and I appreciate your response....