Cupcrazed Cakery — Restaurant in South Carolina

Horrible customer service this evening, 01/07/2024 @ 4:45pm. Ordered 4 cookies on their website. Sent my teen in to pick up the order. The order was not ready and they were out of 2 cookies (chocolate chip). Instructed my teen to ask the woman for a receipt showing our refund for the 2 cookies. My teen told me that the woman said she would process the refund after she finished helping 2 other customers and that I would receive an email about the refund. That rubbed me the wrong way - finish with your first customer before you move to the next - but I let it go. I drove off without a receipt of my refund or any proof that a refund would occur. Not how I usually handle business but I was trying to avoid confrontation bc the woman seemed like she was irritated (I could hear her while I was on the phone with my teen. I was on the phone bc the woman couldn’t find our order). As I was driving home, I called the store because I wanted to know when I would receive the email about my refund. The same woman went on and on about their refund policy when I just wanted to know when I should expect the email. When she finished talking, I asked “so when will I receive the email about the refund”. Mind you, she had explained the whole bank process which wasn’t my concern but skipped over my original question. I was looking for the proof of the refund (the email). The thing (the proof) we should have received before our transaction was completed. When I asked the question the second time around, she lost it and started yelling and she even had the nerves to say, “if you would let me speak”. I listened to her for at least 2 minutes without interruption. She never answered my question and ended up hanging up the phone on me while I was talking. People can be so ridiculous. God bless you! It’s no sweat bc you helped me to keep my money in my pocket and decrease my sugar intake. How many customers can you afford to have say that before it becomes a problem? We’ve had good customer service experiences here before. I don’t know who was working then but whoever was working on 01/07/2024 at 4:45pm needs more customer service training and she should focus on the following areas, “it’s okay for a customer to question you”, “don’t expect anyone in business to just trust your word and provide customers with receipts.”, “treat all customers with respect including your young customers.” (Don’t brush them off to attend to...

I am not usually one for reviews, but after my experience this past week and the other reviews I just read on customer service I felt it was warranted. I called 3/3 to place an order, after I sent in an email inquiry via their website on 2/28 that was never responded to. I placed a custom order for a cake. Fast forward to 3/7 the birthday dinner that the cake was for was cancelled due to covid restrictions on group size. Having experience in the culinary world, hence the chef in my email, I called immediately to cancel. I was told a manager was not in but she would call or I could email. Since my original email still went unanswered I opted for a call. 3/8 still no call. I call in and was told a manager was going to call me back. Nothing. 3/9 I had to call EIGHT times to get a resolution. There were a few times the line would not even ring, just go to voicemail. Each time someone picked up addressed me by name which makes me question if they were intentionally sending me to voicemail. When I did get someone on the phone, the first time I was put on hold as I was speaking with no warning then I was hung up on out of no where. The second time someone picked up and asked if I could hold immediately. Before actually putting me on hold I heard her mention to her colleague IT'S HER. I was then on hold for 15 mins before hanging up. Finally a 3rd time someone came on the line and said I could not get a refund but had to get a store credit. I can understand if the item was prepared but I did not like the flavor or design and being issued a partial store credit since the item was still made and consumed. But I called 5 days in advance, hoping that this far out the cake should not have been made as yet so I should be able to get refunded. Yet I was told I can only get a store credit. Its not everyday you order a cake so I have no idea what I will do with $50 credit at a cupcake store... I still have yet to receive the gift card refund so lets hope I will not have to chase them down again, because if so I will be calling my bank. Regardless of your decision as a company (one I do not agree with) way to make a paying client feel as if you are dodging them and they must chase you down for answers when they need assistance. I will no longer be referring locals to this...

We had high hope on this bakery, and I must acknowledge the cake we used lived up to the reputation of this bakery however let me elaborate little more on the overall experience. We ordered a custom cake several days (~10 days) in advance and prepaid for the order. While we mistakenly didn't ask for a receipt immediately after payment, we called back the following day asking for one. The person on the phone couldn't locate our order. After 3-4 rounds of back and forth (stating they would call us back), they were not able to confirm if they were actually able to locate the order. I got a call from Wendy couple days after and she spoke to my wife confirming she has got the order and will get it taken care of and also apologized for the front desk experience. Meanwhile we sent in a slight update to our custom cake design ( 8-9 days in advance) which was acknowledged and agreed upon. We went to pick up the cake on the day ( at noon per the committed time), they were no able to find out order. After much research they realized, they did not prepare our order. We tried calling 'Wendy' who is the owner but she didn't choose to come on the line since she was busy with another party. Wendy committed to call us back ( per the person at the front desk). The front desk said they would prepare the cake and deliver to our home which they did 3 hours after along with some goddies. While the cake turned out to be quite good but it was missing some aspects of the design we asked for. Thankfully we had buffer time and didn't have the guests waiting for too long. Today is day 8 and we are still waiting for Wendy's call. To say the least, while the bakery delivers good stuff, their customer service is below par. The front desk staff has below par training and they don't have a good mechanism going on. Everything that I mentioned above is not just it but chose to ignore the rest since this is already a long post.

Wendy, if you are reading this, you and your staff should look to better the customer service considering you guys can make some good cakes. If I were the owner, I would emphasize on customer service as much as the product I deliver to...