Provo Bakery — Restaurant in Provo

I have gone to Provo Bakery for years and have always enjoyed the baked goods and feel of this small local bakery. I’m a big believer in supporting local business and try to any chance I get; however, my most recent experience (7/26/2019) was horrible.

My MIL recently passed and the funeral and luncheon was held yesterday and I wanted to do something special for the luncheon, so I perused the Provo Bakery website to see if there was something I could order from them. That’s when I saw they could do a custom SLC Temple sugar cookie. This was perfect because my in-laws got married in the SLC temple and what a perfect reminder of how how families are forever. So, I put in the order for my 5 dozen and paid the $100 fee. At that time I noticed there was a 24 hour specialty order disclaimer and it was 11am when I put the order in for an 8am pick up. So, I called Provo Bakery to confirm that I could in fact pick up the specialty order at 8am without issues. The woman I spoke to me that this would be fine and she would have them ready. I told her these are for my MIL’s funeral and it’s vital that they be ready on time and look good. In addition to telling the woman on the phone, I left that in my special instructions too... in hopes they would take extra care with my order.

Well, long story short, they didn’t. I arrived at 810 am on the day of pick up (hoping a 10 minute buffer would give them time to finish any last minute touch ups) and they had sheets of my cookies unfrosted and not even close to being ready for my 8am pickup! They had one person working on them and then when they saw me there, irritated, they decided to get the two other girls working on the the job too.

The only consolation I received was empty apologies and them willing to deliver it to the chapel where my MIL viewing and funeral was being held. The fact of the matter is that their was no REAL customer service in this situation, nor was there any real ownership of fault on Provo Bakery’s part.

If you have protocols ensure that all team members know them and abide by them. If there is miscommunication or lack there of, it is NOT the customers fault. I read your fine print and I called to ensure the order could be met despite the timeline and I was ensured it could.

The cookies were delicious and everyone thought it was a sweet tribute (no pun intended) but the fact that Provo Bakery had their Baker come deliver the cookies to my MIL funeral services on the way home is not consolation for the stress, frustration and disappointment I felt from the employees at Provo Bakery. Despite their well made baked goods, I don’t believe I will use or promote them ever again because of the lack of customer service and empathy they showed to me on the day of my...

This is my first time officially visiting the bakery. I have had their donuts before, but never actually been into the shop. At the time of writing this review, I have been in two times. The first employee working was nice and helpful, she explained to me a little bit about the bakery, what the customer favorites are, and what her personal favorites are. Even though she was helpful, she didn't seem very thrilled to be working. I am reading my review off of the product and the experience. For those who would like to know, she did not put on a mask when I entered. I know that as of now the mask mandate is over in Utah County, but I figured I should let people know that they are not requiring masks for customers (there was at least two other customers not wearing masks).

I got a couple donuts, and they were all pretty good! I attached some photos to my review, so you can review what I got there. I went again a few days later - very good stuff.

I would give the donuts 5 stars: they were very very good. I would give the overall experience in the bakery 4 stars because the two interactions I had with employees were helpful, but not happy? The second time I went in they did not give me two donuts I asked for (they charged me for one). I am not mad about the experiences, I understand that sometimes work sucks. I hope the owner of the bakery does not read this review and get after those employees, I just want to write a review about the complete experience I had. I absolutely will be returning to the...

NO PRODUCT. NO REFUND. POOR CUSTOMER EXPERIENCE.

I put in an online order for HAPPY BIRTHDAY Donuts. They found it in their system but didn't make my order and didn't have anyone in the building who could make the donut dough to make my order. They ruined a special day and the only thing they could give me was a blank stare and an empty "sorry". They could NOT give me a refund either! (Online order was the excuse?) They offered nothing in a way of a creative solution to help me as i was clearly out $20 and 20 minutes of wasting my time there and still didn't have something that said Happy Birthday on it. They said "tomorrow?' and I said "no thank you". HAPPY BIRTHDAY donuts are only really relevant today... on the day.... that concept seemed to far of a reach for them.

NEVER AGAIN will I trust them with a special event order!

...and you shouldn't either. They'll take your money and deliver nothing. At least it wasn't my wedding day. i should've read reviews they've ruined people's special day too.

April 2019 Update

This place is still the worst.

I did eventually receive an update but it took about 60 days, lots of complaining and this review. So I still wouldn't recommend or really call this a customer success story. Also, how about that response time? Took almost a full year to hear back from the owner.

Would still avoid this place. Poor product and poor customer service. And still many reviews in here of unfulfilled orders cannot be a...