Etna Italian Pastry Shop — Restaurant in Town of Gates

I needed a cake and cupcakes for my wedding. I read so many positive reviews! A close co-worker of mine even gave them a great recommendation! So I figured why not? We went in and no one was at the counter. We had been waiting for at least 10 minutes. After finally met someone, I explained I wanted a cake and cupcakes for my wedding in which she suggest I go through the cake photo book. I asked her if we were able to sample cakes, in which she responded no they dont provide cake tasting. I was a bit shocked (shouldve known better at this point) needless to say, I went forward with a request, pricing was affordable, and was within our price range. Emailed them our color schemes, how I wanted the cake and cupcakes etc. I was not at my reception but once I got there, cake and cupcakes were there and I was mortified! The cupcakes were lacking icing. All you can see was the cupcakes, barely any icing on top. The cake itself was very small and looked as if I bought it from a grocery store. Taste was even worse!! Not moist and taste as if it had been sitting for a few days! I improvised and stuck edible flowers around it before guest arrived. I immediately contacted them by email to tell them I was very very upset with the look of the cake and taste! No returned call backs, no returned email, not a single apology. I DO NOT RECOMMEND THEM FOR FANCY WEDDING CAKES!! Hell, any wedding cakes! If you want a birthday cake sure but even WEGMANS CAKES ARE BETTER!! Rochester has so many wedding cake bakeries, please please...

So unfortunately Etnas bakery was recommended for my daughters sweet 15 & it was the biggest waist of money. My wife and I paid almost $500 for a 3 tier cake and a full sheet. It was a winter wonderland theme party with 2 birthday girls so everything had to be perfect or close to. We ordered the cake in March of 2019 for an event at the end of November. The cake decorator we first started with guaranteed us what we wanted. She even had us order the flowers for decoration. Fast forward a week before the event and another decorator call my wife to inform her they couldn’t do the cake as promised and that the decorator who we originally spoke with was no longer working there. Talk about perfect timing. A decorator by the name of Victoria took over and completely bombed the cake m. It was back and forth for a week with her and the owner and he guaranteed our satisfaction but of course did not come thru. As you can see in the photos the “snowflakes”are lines with arrows at the end. The piping was sloppy, even the icing was uneven and you can see under the “rosettes” on the bottom layer. The 2 top layers were the same color and were supposed to be royal, silver and white on top and clearly the top two layers are the same color. Bottom line will never recommend them for anything due to there lack of communication, lack of professionalism and disregard for there customers paid requests and that’s from the owner on down. Nothing personal at all just overall horrible experience and will never...

Horrible customer service! Ordered two cakes for my moms 60th. One rum and one white with strawberry filling. The rum cake was fine but the white cake was horrible. The cake fell apart and the bottom layer was hard. I called the bakery and told them what happened. I was told that nothing could be done until the manager came back in the next day. They asked me to bring the cake in so that they can take a look at it. So I did so. I waited the next day for the manager to call me but he didn’t, so I called. When I spoke to him he immediately stated “ what do you want” I stated and new cake for the inconvenience. He said no and that it is usually the customer fault for mishandling the cake. I explained to him multiple times that I didn’t miss handle the cake as it was important for my moms 60th. He also claimed that the cake at the bottom was not hard. So the owner called me a liar and accused me of mishandling the cake. After I argued with him, he offered to make a smaller cake to replace the 10” I originally ordered. His biggest concern was losing money and not helping the customer. As I understand that but, his customer service skills are absolutely horrible. He was accusatory and he now lost a customer. I do not recommend this bakery!!! Oh! not to mention that he handed the phone off to one of the bakers and she told me that cakes with whipped cream can fall apart sometimes. Point of my rant here is don’t attack your...