Haven On Earth Bakery & Deli — Restaurant in Reno

GENDER REVEAL WARNING*

I have been waiting for a call from the owner but honestly I’m still so upset I feel like this needs to be seen. I have been going to this bakery since my celiac diagnosis 2 years ago. Service is usually fine but occasionally some girls will be rude. Whatever, not the point of my review. This is a long one, sorry.

I had my mom order a cake through them for my gender reveal which is TOMORROW. She ordered it 2 weeks ago with SPECIFIC instructions that it needed to be made with the color obviously inside due to it being a gender reveal. Fast forward to today and she shows up to pick up and guess what? The cake needs to be remade because the color was put on the outside. My mom was told the girl who took the order didn’t write that it was for a gender reveal so they decided to put it on the outside. So they scrap off the outside color and frost it completely different than what we asked for. So my mom calls me saying the cake is now white and I freak out since I can’t eat certain frostings. It’s important to note we ordered a chocolate cake/ German chocolate (: so the cake shouldn’t be white AT ALL. She also lets me know that the baker got extremely upset and mouthy with her and blamed her to the point my mom was profusely apologizing, she was nearly in tears calling us. I called and told the first girl , “without telling me the color I would like to know what happened and what frosting is on it now”, she hands me off to the baker. I tell the baker the same thing, emphasizing twice not to tell me the color and she immediately snaps and goes “ well did you see the cake” I say “no my party is tomorrow”. I ask again what happened and add if there was confusion a call should have been made and an assumption should not have happened. She then proceeded to tell me the gender of my baby and when I said something about it all I got was a short/ annoyed “oh”. I’m crying at this point because I said several times I didn’t want to know and my party was tomorrow. She proceeds to blame absolutely everyone else in the building for this mistake. She tries to blame my mom and when I shut that down she blames everyone else and doesn’t take any accountability. She blames the front and the girl training who worked on my cake. The craziest part is when those didn’t work to win me over she breaks and goes “I’m just working under a lot of pressure”. Girl it’s your job. I don’t care you need to 1 be nice and 2 at least take accountability for not only the cake but telling me my babies gender after being told several times not to. She ends the conversation with giving me by giving me an email address and going “well say whatever you want in that email”. I’m sorry, excuse me.? My mom was upset to say the least and returned the cake. She was told I would be getting a call and go figure I have not. This is ridiculous. My weekend has been ruined and my husband and I are so upset that our first born’s gender will not be a surprise shared with our family. The fact that no one has reached out like I was told they would makes it worse.

My question about the frosting was also never answered so that’s really funny to me. It was completely steamrolled over because she just had to tell me my...

This establishment has a rude manager that doesnt care when they make a mistake, how to assist a consumer when inconvenienced. I placed an order last week over the phone for my fiance's bday. The employee asked detailed questions of what kind of cake, etc, and I was told the cake would be ready on Saturday after 9am. I went to the facility, and the order was never entered. They offered a refund or a later date. They also offered alternative pastries in place of the cake. I was upset due to it being a birthday celebration. I had them make it the Monday due to the options they gave me. Got there on Monday, and I asked how long could it sit in the vehicle due to it being hot. An employee stated maybe an hour and that they had just put it in their fridge. I asked what else can be done. I was offered 1 pastry for the inconvenience of it not being ready on Sat which i had to ask for which there was a miscommunication between me an the employeeof the amount of pastries. I contacted the manager on Tuesday and asked if her employee had spoken to her. She said yes, how can I help you. I had to proactively ask what was told to her. The manager cut me off twice as I was speaking. I didn't yell nor cut her off. She said I could've picked it up yesterday. I informed her that i didnt pick it up due to her employee stating (maybe an hr). We're new to Reno and the commute is far. The manager stated it doesnt take an hour to get to where we reside and that the cake was in the fridge since 11am. I felt that was a bad response considering how far we live an the work traffic. I work til 3pm and got there right before they were closing at 4 pm. A ruined bday due to no cake on my fiance special day and offered 1 pastry for the wasted gas driving there on Sat. I informed the manager that they can have a long-term new customer due to my fiance having a gluten allergy or an new upset customer with a bad impression. She didnt seem to care. There was a misunderstanding of being offered 3 pastries vs. one when i was in their facility on Monday. The when i had picked 3, the employee said sorry, just one. If the manager simply offered 3 pastries she would've had a life customer and more money from us in long term but based on her cutting me off and being dry in the call and repeating what she offered, this establishment cares less about inconvenience to a customer. They inconvenienced me and my fiance so they were inconvenienced by making the cake and me requesting a refund. I requested a refund mainly due to the blowing me off in the call. Also, when the cake was made, they put the wrong sprinkles but called me asking what it meant on the form. How would I know when their employee wrote the ticket for the cake. Overall dissatisfaction due to the many mistakes and being offered one pastry. Bad business, if they make a...

My husband and I had been going to Haven for about 2 years. The customer service has always been a little shotty but we liked the products and I am gluten free. I ordered some pies a week before Thanksgiving, to be picked up the day before Thanksgiving. I ordered a pumpkin and apple crumble. I paid over the phone. My husband went in to pick them up and they gave him a regular apple pie and a pumpkin. He told the lady we ordered a apple crumb and she said they were out of them. Then she charged him again for the pies. We did not figure out the double charge until the next week. He told me what happened and I thought well and apple pie is better than no apple pie. So, on Thanksgiving we went to my brothers house with just the apple pie. When we opened it to start serving it we realized that it was not cooked. The dough on top was doughy. I was very sad and upset as this was the only desert I had to eat and now I didn't get anything. We brought it back home with us and I figured I would get it straightened out Friday. Boy was I wrong!! I called Friday and was told the manager was out and that she would take my number for her to call me. She also said that I should have just cooked the pie. No call that day so then Monday I called back. Same story. Finally on Thursday I think it was, I saw the double charge on my account and called them yet again but I was very upset at this point. The girl who answered the phone put me right through to the manager this time. All I got from the manager was a bunch of excuses and never an apology. She said her apology was to refund our money for both charges. She told me that they don't give messages to her about problems so they don't bother her. She also said it was just a pie and that it wasn't a big deal. She completely down played the fact that they screwed up with the type of pie and that it wasn't cooked. she then told my husband later that I was so mean that she had to take something(pills) and go home early. All of this could have been avoided if she had just called me back and apologized. Like many other reviewers have said, they think it is our problem when they screw up. I will never go back due to this. The manager needs some customer...