Ronnie's Bakery & Cakes by Lou — Restaurant in South Carolina

Called and placed an order for a cake for my wife’s birthday for when we would be visiting family during her birthday. However, I was subsequently advised to self isolate and quarantine due to being tested for potential COVID-19.

I called to cancel the cake 4 days prior to scheduled pick up. I was advised that they could not cancel any orders or refund for any reason. I explained that I had been a customer of Ronnies since I was a child on Hilton Head Island in the 90s and that they have a strong reputation and that I am sorry for the circumstances but I can’t help being sick and unable to travel. I was told by the owner that “I should have planned better” and they don’t refund cakes for any reason.

I arranged for someone to pick up the cake anyways so it didn’t get wasted. After it was picked up I received a picture of a poorly off center frosted and lopsided cake. I called back to express my continued displeasure with the situation and now the quality and that we would be returning it. I was advised that it was the same quality they have put out since they have owned the company. I asked if I hadn’t picked it up what would have happened to it, and was told they would have RESOLD the cake without refunding me!

I was then hung up on when I asked if I am allowed to get a refund now that the order is complete and the cake is unsatisfactory. The absolute worst experience I have ever had with the owner of a business over a situation that was out of my control. Most businesses and people at least have empathy and understanding to work situation...

Called and requested a custom cake, Lou explained that the cake would be ready for pickup the following day but that they wouldn’t be able to fulfill all of my requests. We discussed the details of what could and couldn’t be done and came to an agreement.

I was then sent a several cake design photos, I selected one, and then requested a written list of ingredients. It was at this point that things began to go downhill.

For whatever reason, Lou refused to agree to providing a list of ingredients. Citing that it was too short notice and that she “wasn’t the baker.” I argued that it didn’t seem like a terribly difficult request but she continued to state that it was too short notice for me to request a list of ingredients that I should have ordered the cake earlier, and that she would still have the cake made by the following evening.

After this back and fourth via text message, she eventually stated she would be refunding my money because she was “really busy, I’m not the baker besides this is short notice. I will be refunding your money.”

I am not from the area, I’ve never been in this establishment, nor have I experienced any of their products, but word of warning to those looking for a transparent ordering process, this establishment may...

Very disappointing display of courtesy and decency by this company. i ordered a cake for my mom and grandmas birthdays back in january-the smallest cake they offered to be able to make for this upcoming weekend. we're from ohio and we got down to HHI for our vacation this weekend and the very next day had to turn around and come home due to a family emergency. our vacation is ruined and i reached out to the bakery explaining the situation. they refused to refund me the $140 i prepaid for this cake (mind you this is a week in advance of us supposed to be receiving the cake-surely it hasn't been made yet. and if it has, that's a whole separate quality issue.) they said the only thing they would be willing to do is offer me a gift card for my money instead to use the next time we come down. this was our first vacation in 12 years so that does me no good as we won't be back anytime soon from what we can see-this was it. they offered no form of understanding or apology or anything and just declined my request. clearly they need the $ more than i do. this is very disappointing and when we do come back-whenever that is, we will not give this locally owned bakery any more of our business. please consider all possibilities before...