Lucy's Cake Shop — Restaurant in San Antonio

My family has ordered cakes from Lucy's for awhile and we have never had an issue. This was my first experience ordering with them and it was horrible. I called to tell them that the strawberry cake I ordered was Vanilla. It was still good but just not what the birthday girl wanted. I spoke with the lady who told me that I needed to speak with the owner because she can't do anything and nobody in the shop could do anything and I needed to have a picture and I needed to come by when he was there which was as early as 6 A.M. I told her I'd appreciate if I could leave my name and number because of my work schedule. She said, with a nasty attitude, he's not the type of person to talk on the phone. I then told her I'd really appreciate if I can leave my name and number so this can be resolved. She then said I'm telling you that this isn't going to resolve anything you need to come by, he's not going to call you. I then asked for her name and she said that it didn't matter what her name was, so then I ask to speak to somebody else and she then told me that it still wouldn't be resolved if I spoke with somebody else. I finally just told her to give the phone to somebody else. She gave the phone to another lady, Diane, who was very sweet. I explained the situation to her and how I was upset, not that the cake was messed up, but at the customer service. I would have let go of the fact that the cake was messed up because things do happen, but the fact that the lady was so incredibly rude just made my experience horrendous. I eventually got to speak with the owner, Bill, who proceeded to tell me that this unfortunately happens more than he would like to admit and that he would put a $7.50 credit in the "credit complaint book" and asked if that would "suffice" or if I wanted something else. He didn't apologize and he told me that he doesn't like talking on the phone because he's hard of hearing and he's old and that his staff was just sticking up for him. I understand that he may not like speaking on the phone but that is no reason for his staff to act unprofessionally. I'm glad my friend enjoyed her cake but this was the worst customer service experience I've...

I PURCHASED A CAKE ON 10/06 FOR MY MOM'S 70TH BIRTHDAY. I WENT THEIR BECASUE 1 WEEK AGO MY COUSIN ORDERED A CAKE AND IT WAS BEAUTIFUL. SO I DECIDED TO ORDER MY MOM ONE. WHEN I ARRIVED FOR MY CAKE IT WAS ALREADY BOXED. THE LADY LIFTED THE TOP OF THE BOX SO THAT I COULD VERIFY IT WAS MINE. I SAID YES! AS I WAS GETTING READY TO LEAVE SHE TELLS ME TWICE THE CAKE NEEDS TO BE PLACED ON THE CAR FLOOR. I SAID OK! I AM GOING STRAIGHT HOME. I EVEN PICKED IT UP DURING NO TRAFFICE TO AVOID ANY DELAY IN GETTING IT HOME. I EVEN HAD MY A/C SUPER COLD BECAUSE THIS CAKE WAS VERY SPECIAL. WHEN I ARRIVED HOME 8 MINUTES LATER I OPEN THE TOP OF THE CAKE BOX AND SAID YES! NO FROSTING NEAR OR AROUND THE INSIDE OF THE BOX. AS I OPENED THE SIDES UP TO REMOVE THE CAKE ALL TOGETHER IS WHEN I WAS HORRIFIED TO SEE THE MY CAKE WAS NOT STACKED PROPERLY. IT WAS UNEVEN AND THEIR WAS NO WAY ANY PROFESSIONAL WOULD OF NOT SEEN THAT BEFORE HANDING IT OFF TO THEIR CUSTOMER. I DIDN'T KNOW WHAT TO DO I HAD NO BACK UP PLAN OTHER THAN TO TAKE PICTURES TO SHOW WHAT WAS GIVEN TO ME. AS WE STATRED TO CUT THE CAKE IT BEGAN TO FALL APART DUE TO THE CAKE NOT BEING STACKED PROPERLY. SO THIS MORNING I CALL THE BAKERY AND EMAILED THEM THE PICTURES AND THE LADY PUTS THE BLAME ON ME BY SAYING THAT IT WAS PROBABLY HOT IN MY CAR AND THE CAKE PROABLY SHIFTED? I WAS LIKE IF IT WAS MY FAULT WHY IS IT THAT THE FROSTING AND THE DELICATES FLOWERS AND PEARLS DID NOT MOVE OR CRACK? INSTEAD OF ADMITTING THAT HAD GIVEN ME A BAD CAKE THEY OFFERED ME A $10.00 CREDIT. 1ST OF ALL IF THIS IS HOW YOU CONDUCT BUSINESS WHAT THE HELL MAKES YOU THINK I AM GOING BACK.LONG STORY SHORT CHECK YOUR CAKE BEFORE IT GETS BOXED AND AVOID THE EMBARRASSMENT I HAD TO ENDURE AT MY MOM'S...

I called for a quote on cake, the individual that answered was either a cashier or the owner. I asked if they made any butterfly cakes and what I was looking for . She mentioned that they have made one before and asked if I wanted certain things for the cake , such as paper butterflies or fondant butterflies. I said paper butterflies so she put me on hold so she can get a price because there is a certain individual that cuts them for them. While on hold I found a simple cake of theres online that had butterflies . When she came back I asked her about that cake she then asked for how many people and I informed her 25-30. She quoted me $205 . It's a semi tall single cake that's all purple with a few butterflies. Not even a 2 tier . She quoted me less for a 2 tier cake ?? I informed her I would call her shortly and proceeded to ask if it could be possible for Saturday. The next thing I know , I was hung up on ?, . I called back and asked why I was hung on? She hesitated , and said she didn't hang up . Didn't say anything else . No sorry it hung up or anything. So I told her when she hung up , I was asking about a time frame for Saturday and I was also going to add cupcakes so I was trying to figure out some things before saying yes. She then stated sorry , we can make it for Saturday and asked for the details . I furthermore stated I no longer wanted their services and I personally don't feel it was an accident , she stayed quiet , and I told her it was very unprofessional especially not being able to call back a potential customer If it was just an accident. I feel she was already annoyed trying to get prices that once she heard I'd call right back she hung up. Very rude . I will...