Freeport Bakery — Restaurant in Sacramento

My husband and I ordered our single tiered cake for the cutting ceremony, along with a few single serve selections for our dessert bar for our wedding last month. The cake was taller than we expected. However, it was just as we remembered during our tasting and looked like our inspiration photo that we sent them.

While everything was delicious, and exactly as we had envisioned. One thing I will warn on, and emphasis is their lack of timeliness leading up to the wedding. I honestly deliberated for a while on if I should give them 3 or 4 stars due to this. As an individual whom is prompt, and believes that being punctual is a significant aspect of respect Freeport misses this marker during milestones leading up. Our first experience with their lack of the sense of time came when I went to pick up our at home tasting menu. I arrived to the bakery maybe 5 minutes ahead of our scheduled pick up time. When I arrived I noticed a beautiful couple sitting down in the bakery whom I thought was there as they had an in store pastry and beverage (we will come back to them later). I was informed upon pick up by one of their front staff that they had not yet finished putting together my tasting. She said she would run back to the bakery to see when it will be made available. Since I previously worked in a bakery I am aware of minor (talking minute) delays in getting something from the front to the back. I watch the front staffer leave and go out of the building to discuss the matter with the bakery staff. The front staffer returns and begins assisting other customers before circling back to me after 10 minutes stating the box is still not done and they are working on it. The inklings of frustration begin to kick in. Another 20 minutes goes by and still no box. My then fiancé at the time comes in as he was waiting in the car to ask what is taking so long. I explain, and he is too disappointed. A few minutes only 1 box comes out. Our box of baked goods we also ordered, still no cake tasting in site. The front staffer tells me that they are almost done with our cake tasting and it will be out with the bakery manager shortly. It took OVER AN HOUR from our scheduled pick up time before we had our final tasting box in hand. Oh, and remember that beautiful couple. Well it turns out they were there waiting for their consult appointment for their wedding. By the time we were out the door their consult STILL hadn't started. I took note of this for later. Well as much as we didn't want to like their tasting due to their lack of punctuality compared to the other bakeries we tried, they were the best in flavor. Onward I went with using them for our wedding. After watching the delayed in person consult while picking up our tasting box, I opted for the phone consult thinking surely they will call during the scheduled time...nope. 30 minutes after the scheduled consult time I called the bakery asking if it needed to be rescheduled or if it will begin shortly. I was placed on hold while they looked for the bakery manager. Once the representative came back on I was informed the bakery manager will call me back shortly. It took another 15 minutes, almost an hour after the scheduled consult time for it to even begin. The day of our wedding however they did deliver within the time window we had discussed during our last consult, so they were at least...

Freeport Bakery has been a staple in my life for as long as I can remember. From regularly studying in a corner during high school with a 16oz hot white mocha with whipped cream… a high school graduation cake… a celebratory cake for Honore Insignes… Berkeley acceptance… Berkeley Graduation… and so so soooo many more in between. I dreamt of my wedding cake being created by this bakery and all my future children’s birthday cakes. So many memories I wanted to create with my favorite only bakery because Freeport Bakery was like family. I remember so many lengthy conversations but the most recent one was heartbreaking…

Turning 24 years old in a few days, my partner wanted to surprise me with a gold cake from the bakery that I never leave out of any celebration. I was definitely was surprised when I received a phone call saying he was passed around the bakery in a rude manner. Regardless of what could and could not be done, they should’ve clearly communicated instead of being distasteful (that’s saying a lot since we all go here because of their tasty cakes). I then called to see what happened because I truly could not believe what he said he experienced.

I will never forget that 12 minute phone call. From talking to a woman that was confused that had happened and explained to me why they would’ve said something like that but wanted to see if someone else heard the conversation. To the MANAGER being absolutely uncalled for. The things said can never be taken back and I am completely shocked.

To the manager at Freeport Bakery,

I am forever grateful you hired a few incredible staff that have watched me over the years, phenomenal job. I’m sorry my concern wasn’t “worth your time” and abruptly hung up… Lastly, thank you for showing me what true colors this place has before any other milestone I have.

Truly and utterly...

Long time customer that will no longer be patronizing Freeport. This is the 2nd time this has happened to me recently. I go in, order a cake, and pay for it. I come back in to pick it up and go directly to the cake pickup counter on the "exit" side. I am told that I need to go back over to the line that you wait in if you want to purchase/select and/or pay for items.

The 1st time I had to wait in line behind about a dozen people (long wait). This 2nd time there was one person ahead of me. Once I get up to the register the cashier then sends me back over to the SAME counter that I started at and tells me someone will get my cake. I ask the woman at the cake counter "Why do you do that?" (Send me over to another line to wait, when they send me right back.) This is precisely why I prepay for the cake so I can come in and JUST PICK IT UP and not have to wait behind people deciding whether or not they want the cream puff or the cookie.

They all ignore me. Then the woman at the cake counter who's done nothing this whole time but bus plates while I'm standing there waiting says to me "It's just policy." I am so tired of hearing this phrase. It's like saying to the customer "I just don't give a damn about what you want." I tell her it's stupid and policies sometimes don't work. I wasn't going to go any further with my frustration to employees that blindly follow unwritten, asinine "policies" that do nothing but frustrate and inconvenience customers. If I was in her position I would have said "Let me wash my hands and I'll go get your cake." Simple as that. It's called customer service delivered with some...