N Y Cupcakery — Restaurant in Town of Hempstead

I wish I could give 0 stars! We had an absolutely TERRIBLE, TERRIBLE experience with this place. The sad thing is this is the 3rd time we've used them for expensive, custom cakes. The first time was amazing, the second was so-so (they spelled my daughter's name wrong on a $200+ cake and the cake was reasonably different from the photo) and today's was the last time we will ever use them.

I ordered a themed birthday cake a few weeks ago. I explained that I did not want the characters in fondant and would bring them in, they wrote it on receipt. I emailed them a photo of cake, my daughter's age and name and any changes to the cake photo I wanted. I got no receipt of email, but I paid the deposit so I figured we're all good to go.

On the day of the birthday party we went to pick up the cake. I brought the two figures that were listed on the receipt to add to the cake. The only thing I regret is not taking a photo of what they showed me when I went to pick it up. It looked as if my husband and I had taken a baking class and then stuck figures I brought on top of the cake. There was NOTHING on top of the cake - NO fondant, NO Happy Birthday or name and it did not match the photo I gave them. It was BARE on top of the cake and my two small figurines were definitely not going to cover it. It is almost comical that they had a clear picture and made a different cake....

In the back, they put on the figures I gave them and scribbled Happy 3rd Birthday. It looked worse than a Carvel or store-bought cake - (the picture clearly showed Happy Birthday cut out in fondant)

I asked for my deposit back and then I had less than 30 minutes to find a cake. (I went with Carvel and the Happy Birthday looked the same or better, but this cake was for $100+ less). The sad thing is if the cake was beautiful, I would have paid more money than I was initially quoted. The sadder thing is they LOST a customer by not trying to accommodate and still expected full payment and anytime ANYONE asks about where to buy a custom cake, I will make sure I tell them NOT to...

Heard about Cupcakery on Long Island and figured I would have to try them out. I've tried a number of places in the city and on Long Island and wanted to finally cross this one off my list.

I must say that their cupcakes are actually good. They are moist and very rich in flavor. HOWEVER

As a business owner myself the things that sell me on something is not so much the product but the service and presentation as well. It's important that you deliver the full package to leave the lasting impression with your customer or client.

The cupcakes on display were not showcased properly. The counter girl sat there and stared at us as we blindly guessed what each cupcake was made of. It was a guessing game because there was no labels on anything. We would ask questions and we would get one word answers. So we had to choose cupcakes based on how they look. If someone has food allergies to peanuts, gluten, soy, etc. they would never know which cupcake to go with or which cupcakes to avoid. I understand the place is small and you have to compensate for size however you can smack a label in front of each of cupcake or at least do a better job of letting people know what the flavors are.

They lack basic customer service skills. You can't walk into a place and expect the customer to know what food you make based on how it looks. I can go to a regular bakery and get better service from a high school kid behind the counter and at least a thank you when you pay. We purchased over $40 worth of cupcakes and pies and not even a thank you. Looking at how there was no customers in the store besides us for almost 20 min of being in there I could confidently say we were pretty much the biggest payout for the day. We had to say thanks twice just to see if the woman would answer us and no thanks given. Nothing. Poor poor service from ungrateful shop owners.

First and Last time. Will not...

I normally don't write reviews (especially bad ones), but I wanted to share my experience for the benefit of anyone considering NY Cupcakery for a custom cake (I cannot speak for the other baked goods). I will start off by saying that we had a wonderful experience working with Joe last year for my daughter's birthday cake. We provided a picture to be printed on the cake, and left the rest up to Joe and his staff to get creative with it. He told us not to worry, that they would make it look great, and boy did they! The colors, air brushing, blending - a true piece of art. It was the most beautiful cake and we considered it to be affordable for what we were getting.

Fast forward a year - Since we'd had such a great experience last year, we decided to go back again. We did the same thing - provided an image and a general idea for the design and color scheme. I will point out that we did not deal with Joe at all this time, so I am not sure if the business has changed ownership or what, but not only was the cake $20 more than the one we got last year (same size), it looked like no effort was put into it. The image looked like my 4 year old daughter cut it out and stuck it on top of the cake, there was no blending or additional decorating to make it look special, and we had asked to have "Happy Birthday" written on top of the cake and it was written on the plate instead. We were shocked and disappointed at the quality of the design, especially for that price. I like to support local businesses and hate to say this, but we will never be buying a custom cake from them again. We had planned to come back for my other daughter's birthday next month, but now we have to find...