Bakehouse 46 — Restaurant in Rochester

I’ll say this: Food 5/5 Customer service 1/5

On July 23, 2020 I placed an order for my daughter’s 1st birthday party in August. I paid for the order and even made an extra purchase (totaled around $140). Yesterday I go to the Rochester cupcake station and overhear the building will be renovated. I asked the person waiting on me (an older female) if my order will still be fulfilled.

I give her my name and am told they have no orders. I explain what I ordered, I show that I paid for the order, including the posted transaction from the account/card I used, and what day I paid for it. Several times I tell her it was ordered on July 23rd, 2020.

She asked if I had the order form/receipt, I said not on me but I can try to find the receipt. She tells me that I need to do some “investigative work” and see if I can find the receipt. I leave my number and she says she’ll look and try to find the transaction. She says that she’ll see what she can do if I can’t find the receipt and laughs when I angrily say “it’s only money right?”

I receive a call and am told she found the transaction but it was made... July 23, 2020 not June 23rd. When I tell her that’s what I said I am told that because of the masks it makes it difficult to hear. She says she can refund the amount of the order to my card. I give her my card and she says it’s not the right card (it’s the only card I have for that account).

I told her I found the receipt and I give her the order number and she says that’s the same number she has in front of her. I told her the receipt shows the last 4 numbers of the card I just read off to her and... that’s the card on the order!! I’m given a half-hearted “I apologize” and am told I can place an order with the Birmingham cupcake station (I think it may be Ferndale?) If I would like.

It pains me to write this because a few years ago we used this same location for our wedding cupcake order (paying a good chunk of money for the order). The cupcakes are great but poor customer service makes even the best food taste awful.

Each time we have had interaction with this particular worker we get an attitude and the feeling we are putting her out. Thank goodness I entered the building when I did because I never would have been notified and would have been scrambling for what to do for the...

We were looking for a bakery to cater for our wedding. We were in contact with the manager Sam, and set up an tasting appointment. When we arrived a week later, they had no record that the appointment was scheduled and she wasn’t there. I had email receipts, and the workers were speechless. I was very upset because we drove almost an hour for the appointment. However - I understand msitakes happen. Sherly (the lead) was amazing and did a quick impromptu tasting for us. The cupcakes were amazing so we decided to just go through with it even with what happened. Sherly said Sam would reach out to us to answer all our questions. Almost a week goes by and I haven’t received an email from her. I reached out to her regarding booking them. Each email I sent was not responded to for days. I was being very patient and understanding because I get it’s busy season. It’s been 2 weeks and I haven’t not heard back from the manager. I have sent two follow up emails. I could call but I feel like I have already been to flexible and understanding. With the communication issues, I’m nervous to continue booking with them. I was so excited because of how amazing the cupcakes were. This would have been a $500-$600 sale, and I feel like their should have more urgency to process our order. And now I’m stressing to find another bakery after the process of booking with this bakery took over a month (we haven’t even paid a deposit or signed contract yet). Our tasting was 4 weeks ago….. This added so much added stress and disappointment to my wedding planning process. Be cautious when booking catering orders with...

OK. The beautiful blonde lady made me cry HARD. I also work in Rochester, and love coming here, as well as going to chomp, across the street. I stopped in, just a little bit ago, because I really wanted some vegan cupcakes. I had an absolutely horrible day of people coming at me for the rules that all the stores have to set forth for Covid. I literally went in to get some vegan cupcakes before going across the street to pick up our dinner. She was so kind. Upon hearing what I had to deal with today, she really took care of me. I was literally reduced to tears because of her kindness. I tried so hard to choke them back and leave with my delicious cupcakes, but I couldn’t speak. All I could do is cry and say thank you. You might think this is little. Like, winning $1 million would probably reduce you to tears of happiness. Maybe some nice jewelry. But no. It was day old vegan cupcakes and her kindness. This is what the world needs more of. I was so taken aback that I didn’t get her name. But the times that I have been in there, she has typically rung me up. She is a gem. Everybody needs to be kinder to the people that work in stores. She was so kind to me, today. Thank you... I...