Nothing Bundt Cakes — Restaurant in San Antonio

As a regular customer, I'm left completely baffled and disappointed at the odd interaction I had with them today. I had placed an order earlier this week to be picked up on Friday. It was a simple small vanilla bundt cake that we were going to have to celebrate my husband's birthday with a small party. He is a high school teacher and with the unfortunate Uvalde school shooting happening just this week, he was heavily effected and wanted to cancel the party understandably and felt in no position to be celebrating. Therefore, I no longer needed the cake for this weekend. I tried to cancel online but was directed to call the store directly as cancellations can vary based on the store. Fair enough, I contacted the store this morning at opening 9:00 AM to see if it was even possible for me to cancel (this would be 48 hrs notice) and I spoke to a girl who seemed completely confused on what I was asking and transferred me to a male who also seemed confused. I was literally just asking if I could or couldn't cancel the cake and no one seemed to be able to answer. I was okay if canceling wasn't an option, but that was the whole point of my call to find out. The guy then said he cancelled it and would give me store credit, I said I didn't want store credit I would rather be refunded or go pick up the cake (I think this is reasonable) and he kept trying to sell me on getting store credit. I work at a firm in Stone Oak so most orders are done though our corporate account so a store credit for me personally is not useful. The guy than said I would get refunded so I asked If I would get some sort of confirmation about this since this interaction was so odd and he said he would "ask his manager and then text me" ?? so weird. I let a few hours pass and decided to call to just make sure since I received no confirmation. I received a confirmation email within seconds of placing an order so it was odd I couldn't get a straight answer on cancelling. What I didn't want to happen is not go get the cake and not be refunded, I was totally okay with getting the cake still if that was my only option but I literally kept getting the runaround on a simple $30 order for one plain cake. When I called back the woman who answered again seemed so confused on me asking if I could cancel an order, so she said she would "do research" and call me back. What research needs to be done on cancelling an order?! Or not cancelling?! like seriously just tell me! She ended up calling me back and said it's been cancelled, I then again asked if I would get some sort of confirmation as I was told I was several hours ago and haven't, she then rudely replied, "well I'm sure youlll see a refund on your card if you look at it" like what in the world was up with them today, I have no clue but this was too much for me to go back to this location again. I had been nothing but kind to the staff I did speak with and reiterated several times I was OK with getting the cake if I couldn't cancel I was literally just trying to ask, but was only met with confusion and...

Wish there was minus stars that I could choose from because 1 start is way to generous. Probably the worse customer service I have ever experienced and that is really sad. I have gone in person many times to this location to order their cupcakes to take home and never have I had a problem. I placed an order for my 86 yr old mom to be delivered on Friday since I'm unable to visit with her due working in the medical field and not wanting to expose her. I called and sent an email regarding the Mothers day delivery that went south. I never received a call back, I called and the manager told me once it's out the door it was not her responsibility. She would not give me the name of their delivery service and flat out told me that they always leave cupcakes and cakes out in the sun on the ground when they deliver. My mother's order was full of ants by the time she found the delivery since they never bothered to ring the door bell. Contact free delivery does not mean leave it on the ground and run. The manager would not give a refund nor would she re-issue the order. If this is the type of service they offer then I am truly disappointed. Sad that my mom did not get her Mothers day gift. Even more sad for the heartless manager that would not take...

I stopped in today, 8/6/13 with a Deal of the Day coupon. This was my first time at the store and thought it was a great way to try them with a deal coupon. Although the mini-bundt cakes were great, I was disappointed in the packaging of the minis for transport. The mini bundts were boxed and taped when the clerk gave them to me. I was not told that they were placed in the box loose. To my surprise when I got to the office and opened the box, the mini bundts has tilted and smashed togehter (all but 3 cakes made the trip). IF the clerk had mentioned that they were not securely placed in the box, that seems to be too large for transport, I would've taken more care.

I do need to say that the cakes were de-lish, my co-workers laughed and ate them...