Natale's Summit Bakery — Restaurant in Summit

I placed an order over the phone where I had to repeat myself multiple times and also repeat the order multiple times, they tell me the only way to place the order is to pay in full. I go ahead and pay in full only for the day to come and pick up my order they tell me they don’t have it and then they finally do and tell me o have to pay more because they did t charge me for the whole order. Unfortunately I had send someone else to pick it up she pays and she calls me to tell me she had to pay more I told her everything was paid in full I call the store and they keep ignoring my call. I finally am able to talk to them and they give me attitude and tell me that I didn’t pay. I tell them to refund the money to the person who picked up the order and instead of returning her the money they return it to my credit card. I called them after they put me on hold for over 30 minutes and they tell me that the person who picked up the order lacks a brain and that they are gonna call the police on me because I called to complaint not only about how they spoke to the person picking up but also how they screwed up the entire order. This place is a glamorizes dump, not only do they lack people skills but also they lack training. They never called me to fix their mistake on the order they didn’t even explained to the person picking up what the issue was they just told her she owed money and when asked for the refund they gave attitude and did it all wrong and refunded to the wrong card

Update The attack started with you when you said she lacked a brain from there on don’t expect anyone to act casual as if YOU a business is being rude and disrespectful to a paying customer when YOU made multiple mistakes. Lets go over it shall we. To place the order over the phone the employee had to write down the order that’s one take down. Then since is a computerized receipt it had to be written down once more, now that’s two. You only take order over the phone if they are fully paid. So you had to go over to the credit card machine and place the order once more, that’s three. Somehow when we picked up the order it was wrong and I was over charged so now tell me who lacks the brain here? And how would you feel if you came to my business I make multiple mistakes on your order but I go on and offend you and your family in the process of me making the mistake? Tell me would you so calm like you claim you were? Would you be okay with me calling names on your family when I was the one who made the mistake? No so get off your high horse and be professional! Also let’s not forget that I repeated the order multiple times also and still they got it wrong. So instead taking the time to come here and act all high and mighty use that time to properly train your staff to do a better job and actually pay attention to what they are doing and you should go and take some lessons on how to be a better owner and better person! Also I never threatened you or your business you on the other hand did threaten me and I said that I hope you wouldn’t go and erase the footage on your cameras so we could show it to the cops and that’s when you hang up on me. So if you can back up your claims release the footage and let’s see who was in the wrong here. Also I do have proof of you and how YOU were the one harassing me and calling me...

I absolutely love Natale’s. I buy a lot from here for our special occasions and also to take to peoples houses however every once in a while I will get a rude and hasty response over the phone stating “how busy they are” - it does leave a bad taste in one’s mouth. I’m not sure if it’s the employee there or the owner but it’s pretty rude. Once I asked if they had vegan options as I wanted to take some cupcakes for someone and they said if I wanted vegan goods I should go else where. I mean common? Every bakery is so inclusive now and it’s okay if you don’t wish to accommodate anyone whose vegan but one can be polite and say “we don’t carry vegan goods” no need to be so condescending other times I’ve heard over the phone “oh we are just so busy and we can’t take orders right now etc etc” - Feels bad that you spend your hard earned money, also rave about the products to friends and family only to get an attitude every now and again. Not cool. I’ve sent so many family and friends over to Natale’s but the attitude of one lady over the phone is quite nasty and it has happened a couple of times now. Everyone is busy, everyone is trying to make a living, it’s not what you say it’s how you say it. I’ve also given very good reviews to Natale’s bakery on Yelp in the past but speaking to your customers politely no matter what should be your priority. There are other bakeries out there who not only make great products, but they’re so kind, and compassionate even when it’s rush hour and if you ask them a question or 2 they respond very nicely and most importantly politely. Some people make you feel special, others make you feel like it’s just business. Taking away 1 star for that reason. I rarely give any negative reviews for any business ever (you can check all my reviews on Google and Yelp and you will see), but I felt like I needed to address this. I have even gushed about Natale’s on several social media platforms/groups because I thought they deserved a mention but slightly disappointed by the customer service. Just maybe analyze how you are speaking to your customers. I have been polite throughout even when I got this attitude which has been a few times now. I also know someone else who felt the same. As far as quality goes it’s pretty top notch.

Edit - I honestly dislike complaining. I have a very high tolerance/patience level. The fact that the owner responded is good enough for me. Maybe have a team meeting with your staff and explain. I have read a few other reviews here that have also complained about the rude attitude they received. I will still support you guys however if it happens again I will address it with the owner directly. For now, let’s put this issue to rest hoping you’ll talk to your employees and it doesn’t happen again - that’s...

Ordered a cake for a recent birthday party and had a disappointing experience. The manager took my order over the phone - we talked for 20 minutes as I provided details on what I was looking for, asked questions about cake sizes and prices, and more. Ultimately, we used Natale’s instagram account for inspiration and I placed an order for a heart-shaped cake. On day of pickup, the cake was very pretty but it was round, not heart-shaped (quick note - although Natale’s has a “no order via email” policy for some reason, I would absolutely ask for a copy of your order to be sent to you in writing - or a picture of the handwritten order slip - to hopefully avoid issues like this in the future). The manager provided decent customer service and gave me a partial credit/refund due to the error. The unfortunate part is, the employee who was working the counter was so incredibly rude and combative to my sister (who picked up the cake for me) that Natale’s has now lost a longstanding family of customers.

As soon as my sister said “I think it’s supposed to be a heart” to the employee at the counter, she got incredibly defensive. My sister repeated, “I think this is supposed to be a heart” and the employee said “No, that’s not what it says” - “it” being the order ticket. She kept repeating this as if my sister could not read and as if it was concrete proof that we were mistaken, when the order was indeed wrong. The employee and my sister went back and forth, and eventually when I asked to speak to the employee directly over the phone (rather than speaking through my sister), she flat out refused. No attempt to solve the issue. She said, “No, there’s nothing to discuss.” My sister then told her that I would call the store directly to speak to someone to rectify the issue, and the employee said, “Well, no one’s gonna answer it!” Her behavior was immature, frustrating, and appalling. We found this bakery a couple years ago and my family and I have enjoyed their products many times. We’ve never had an issue, but after this experience, we will not be returning and will not be recommending to friends/family. I still find it baffling that my sister was treated that way. There were no attempts to problem-solve, take accountability, or just communicate by this employee. If you can’t take accountability or offer solutions, and instead decide to blame the customer and catch an attitude, you should not be interacting with customers. I hope this shows the importance of staff of all levels being able to handle customer service issues properly with respect and grace - the manager was able to do this but definitely not the employee at the counter. We sadly will not be returning thanks to this employee and we do...