Sweets By Jenna — Restaurant in Rocky Hill

Terrible communication and do not recommend for custom ordering.

I submitted a custom order form online for 2 dozen cookies for my job back over the summer and never got a reply. I’ve had cake pops from here before and liked them, so when I decided to order cupcakes for my upcoming wedding I wanted to give them another chance especially because they're a local small business. I submitted a custom order form a month from my date for 6 dozen cupcakes (3 dozen chocolate w/black buttercream, 3 dozen vanilla w/burgundy buttercream, topped with gold foil, blackberries, and mint.) I was trying to get this order set before leaving on vacation and didn't want my request to be ignored like last time, so I called the next day and spoke with Casey who said I’d need to supply the fruit and mint, gave me the quote and said I could Venmo the 50% deposit. I didn’t feel comfortable sending money with no record of our interaction (read other reviews) so I asked her to send a reply to my inquiry and she said she would but never did.

I came back from vaca and went in store to follow up and spoke with Kimberly who said she remembered my order. I wanted these delivered so I asked the delivery fee and she said there was a $300 minimum but that since I was $20 from meeting that she’d ask Jenna to review the following day to see if she would deliver it and said if I didn’t hear anything to call. I heard no response Thurs, so I called Fri morning and Kimberly said she didn’t know if Jenna had reviewed the quote but that she was currently out on a delivery and to try back at 2. I called back at 2 and Kimberly said Jenna had just left again, that she didn’t ask her response (?) and that she wouldn’t be back till late that night so I should call Sat at 10am when she gets in.

I called Sat at 10am and spoke with Kimberly yet again who said Jenna had just left for another delivery. I asked if she found out the answer before Jenna had left being as Kimberly knew I was waiting on an answer and would be calling back, and she said she didn’t remember (??) then put me on hold and came back to say that Jenna said I need a $350 minimum to deliver. I reminded her that’s not the amount she had told me and Kimberly said she didn’t know that it was $350 either until now, and I asked if since I was supplying all of the fruit toppings and being charged $3.90 per cupcake AND it would be a $190 delivery fee if that was enough to call it even and she said no. I asked again if I could talk to Jenna herself and she said she would give Jenna my number to have her call me between deliveries today.

I had no faith that Jenna was going to call me, so I contacted another bakery. They immediately advised me against my icing choices because they said it would stain the guests’ teeth, and they said they could supply all the mint, blackberries, gold foil and could add raspberries, figs, pomegranate seeds, and chocolate ganache all for only $1.20 each more than Sweets by Jenna was quoting me for simple iced cupcakes that I would have needed to supply all of the fruit for.

Jenna actually did call me back later Sat morning and gave no apology for her unresponsiveness over the past few days. She explained the same $350 minimum, and when I said I understood but how that wasn’t what her employee had told me she said she recently upped it but that she would honor it for me because of the miscommunication on Kimberly’s part. Of course I decided to go with the other bakery and did not place my order with Jenna due to the terrible customer service and communication, and (after reading other reviews and local feedback) lack of confidence that after this poor of an ordering experience that they could be trusted through the rest of...

If I could give this place 0 stars I would. This was my second time ordering a custom cake online through Sweets by Jenna’s website and both times I have had to call in to check on my custom order request to make sure it was received. The lack of communication from this bakery, especially for custom orders, is extremely unprofessional. I have always submitted these orders two weeks in advance which is the way they prefer you do it as stated on the website. Their website also states that they will get back to you with a response within 48 hours after submitting a custom order request. Both times I have submitted custom cake orders, I have had to call after 5 days or even a week after submitting my request because I had not heard back from them. I even considered how busy they might be especially around the holidays which is why I submit these order requests well in advance.

My most recent custom order request I made back in mid December for my 25th birthday in the beginning of January was when I had decided to call them after a week of not hearing anything about my request. One of their workers answered the phone and had looked up my order and acknowledged that they did indeed receive my request, however they would be unable to fulfill it due to the fact that they were closed the first week of January. No where on their social medias or website did they state they would be closed that week. It was frustrating to have to find this out last minute rather than them just letting me know early on.

I ended up seeking another baker Sweet Fever Cakes last minute who provided me with a very quick response even with such a short notice and made my cake exactly how I wanted it to look. Their customer service and attention to detail was phenomenal. Truly hope Sweets by Jenna improves their customer service and communication as they currently struggle to respond to their custom orders in a timely manner nor did they apologize for their lack of response when I had called in to check on my...

1 Local business I will never support. So my wife and I ordered separately my sons bday cookies to support them we already have a custom cake. I was charged 114 for 2 dozen custom cookies with 4 diffrent sonic characters and my wife order the same thing 3 days earlier and I did not know but she paid 148?? 2 diffrent prices so anyways canceled mine and got a refund same day. Get the email today they are ready with no 4 on them and only sonic no others. So after this horrible experience my wife asks for a refund and to cancel now because they are not right and 2 diffrent prices. Jenna's response was I was charged wrong at 4.50 pr cookie however your menu and worked state you can order 1 cookie theybare 55 per dozen on your menu. No apologies just told my wife she must not have stated what she wanted.. who does that.. Nor will she refund our money just wants us to take the cookies or not but only half the money back due to half the order right and no refund policy. Sorry had this been my store we would of tried to make right for the customer or bent the policy for the 1 off chance that the whole experience was bad. Now you lose a customer and will lose potential customers in the future due to this. You could of just been understanding about it and helpful not petty. Merry Christmas and if you do do bussiness here double check everything including prices prior to leaving. It's a shame this is what...