Batch Cupcakery — Restaurant in Reno

I wish I could give zero stars. I will NEVER return to this place, ever again. First off, the daughter of the owner needs a serious training in handling issues within the store!

My mother graciously called on Tuesday of this week to have cupcakes delivered to me at the hospital. I was to be there several days for some serious things and my mom wanted me to have something nice. She asked them if they could send 6 red-velvet cupcakes. The woman who took the order said, and I quote, “We can send whatever you’d like!”

My mom called the next day in the late afternoon (about 3:15pm) because she still had not received word they’d been delivered. The person who answered said “Oh yes. We have them right here. Let me call the manager and see if she can deliver them for you.” WHAT?! My mom had to call and remind you they were to be delivered?

When they arrived to me, I got a mixture of cupcakes, and it included ONE regular red velvet. I didn’t know they weren’t what my mom ordered until I told her what I had gotten. She then proceeded to tell me “That’s not what I ordered for you.”

My mother then called the store to discuss this, to which the owners daughter answered the phone. My mom asked what happened to the order she placed. The lady told her that they had run out of regular red velvet and decided to send what they had on hand. ARE YOU KIDDING ME? My mom specifically asked if you could do red velvet! And had to call to remind you to deliver them!

Our thoughts were you actually sold the ones you were supposed to send to me or you never even made what you were supposed to. The lady told us “Well we didn’t have regular red velvet. We had gluten and vegan red velvet but you wouldn’t like those. So we made a decisions and sent you what we had.” (Mind you, I received one regular red velvet!! So how did you not have red velvet??)

First, you DO NOT know what I like and do not like. I actually eat gluten free when I can, so it would have been a problem for me.

Second, you didn’t even call us to tell us. Or apologize to us in any possible way you could. AND my mother called that day to ask if you were still delivering my order. At that time, you could have told her the situation!! She would’ve told you to wait until Thursday, make me new ones and deliver what you promised.

When we called this afternoon the lady who answered the phone claimed to be the owner. After pushing back on that answer she admitted her mother was actually the owner. I asked to speak with her and was told she wasn’t there and didn’t know when she’d return. “She works when she wants.”

I asked her if she felt what she had done was good customer service? She did not answer. I asked again and she said “No it’s not.... but, but, but.”

This IS TERRIBLE customer service. My mother was not rude, until the woman on the phone provided us with such terrible customer service. We have asked for a call back from the OWNER, so I will update if that does not happen.

After asking her for a refund she asked for the credit card number for my mom. Ummm no!! You screwed up before and you are extremely rude, so why would we then trust you with her credit card number???

They do not care about customer service!

DO NOT...

I've been here several times and each experience has been alright, a little disorganized but not bad. But this last experience was pretty frustrating. I came in a picked out 5 cupcakes out of their main display. The young man rang me up and gave me my total ($25.56), I paid and walked out. Then I though that it seemed a bit higher than I expected, especially for 5 cupcakes. So I decided to go back in a check.

I confirmed that the individual cupcakes cost $3.50 each and 6 are $19. The young man looked a bit puzzled and checked the register and said that they cost $5 each. I asked if I chose cupcakes that were more expensive somehow and he said no, they just cost $5 each and that's what he charged me for. I was trying not to be rude but I pointed to the very large sign above the case that shows clearly that they cost $3.50 each which would indicate my total should have been $17.50 plus tax. He didn't really have an explanation and I decided not to push the matter any further with him.

I then decided just to send a private Facebook message to Batch simply asking what the cost of their cupcakes were and breezily describing what happened earlier that day. I still have not received a response from them, this was 6 days ago.

Less than $10 not a terribly HUGE deal but it is frustrating to have no explanation as to why the cost was different from the posted price. Additionally, if they have increased their prices, their staff should know about it and the sign needs to be changed. Aside from just wanting to be charged the correct amount for the product i'm purchasing. Pretty simple stuff related to running a business. Also, to be honest, if their prices have changed to $5 per cupcake I definitely won't return. that's pretty darn expensive for a...

My husband and I ordered our wedding cake from Batch. We began talking to them in January for our October ceremony. The owner wasn’t super responsive via email but they do offer vegan cakes and their process was supposed to be easy. We reached out September 14th for our October 14th wedding to make sure they still had our info and we were good to go. Our payment was due October 7th. I called on September 30th to pay by phone ahead of time to get it taken care of. I confirmed our information, told the person I spoke to that a friend was picking it up, asked if they needed her name or anything. They said as long as she knew our names it would be no issue. Well, my friend gets to the bakery at 10am of my wedding day and they told her that they called me multiple times to get payment but I never answered so they never made my cake but claims they threw my order form away so they couldn’t verify my information either. They told my friend unless I had a receipt there was nothing they could do and were far from apologetic. She calls me and luckily I asked for an email receipt and was able to provide that for them. Meanwhile I’m panicking not sure what we’re gonna do about a cake. They were able to bake the cake and get it to us but the person in store kept having to go back and forth on the phone with the owner and didn’t seem to want to help and we didn’t get an apology despite trying hard on our end to not have to worry about it.

Google isn’t letting me respond to the owner but we didn’t get married in emerald bay, we got married locally off Mayberry so they did deliver it about 20 minutes away from their shop but I see this is a reoccurring issue they have with...