Italian Latin Bakery — Restaurant in Town of North Hempstead

Customer Service - True Colors

This is a letter I wrote to the Owner:

Dear Owner : You won three dollars and lost a customer. Was it worth it? On July 4, 2014, I went to pick up a rainbow cookie cake with cannoli filling that was pre-ordered on July 2nd, two days beforehand, by my sister. I did not know what the cake should look like, so when I went to the store, I was given, simply, a rainbow cookie cake without the cannoli filling. I was unaware of the fact that this was the wrong cake, and as such, brought it to my sister’s house. When my sister saw the cake, she said that it was the wrong one, and she called to clear up the matter. The person at Marzullo’s who spoke to her was placing the blame on her, saying that she had ordered the cake that I had picked up, even though my sister had called beforehand to make sure the order was placed correctly. She was told before that, yes, she would be getting a rainbow cookie cake with cannoli filling, specifically, from the person she had talked to last. However, when contacting them after I had returned with the wrong cake, the person on the phone (not the same one who had assured her that the cake would be the one she wanted) had insisted that she did not speak to anyone else, and had ordered the cake that had been given to me. The fact of the matter is, the blame was placed on the customer, and the way in which it was handled was not polite in the least, when my sister was just trying to explain the situation to the person on the phone. After some discussion, the person said to bring back the cake that I had picked up, and that they would give us the correct rainbow cannoli cake.

I spent my time and gas to go back to exchange the cake. However, once I arrived, I was informed that the rainbow cookie cake with the cannoli filling was, apparently, $3.00 more than the cake that I had paid for. So, I gave my credit card to the lady, but I was then informed by her that there is a minimum charge to use the credit card. At this point I was very frustrated with the way that everything was turning out. Not only had there been a mistake in the order―my sister was accused for making the mistake, and was rudely treated on the phone, and now, I had to pay extra money for the correct cake, the cake that had, in fact, been ordered and confirmed. along with this, there was no flexibility to charge the additional $3.00 to the credit card, even though I had paid $25.00 a mere half an hour ago. I paid the $3.00 in cash, and left for good. You probably have a great rainbow cannoli cake, but I will never go back to your bakery. The way that this transaction was resolved was uncalled for, only causing stress for all of its participants, and was handled in all of the wrong ways and with a poor attitude. There is a saying: “Goodwill can be achieved by many actions and lost by one.” I have never been to this place before, and my first impression of the place, before the whole situation, was one of curiosity. It seemed to be a very nice place, and I had even considered getting other items one day from here. However, with the way that this situation was handled, I will not consider going back there again. So yet again, I must ask―was my $3.00 worth the fact that you...

I will start this review by saying that I don't have a sweet tooth and I rarely EVER eat cake or any sweets. So the following is a testament so just how INCREDIBLE Marzullo's cakes are.

I first discovered this bakery because my sister ordered a custom chocolate sponge cake for her baby shower and upon tasting it I could not believe how incredibly moist, soft and just absolutely delicious the cake was! It has the perfect amount of sugar, not at all too sweet (which I hate), is extremely fluffy and it melts in your mouth with very little chewing necessary. Their frosting taste so fresh and again, not overly sweet. Every part of the cake's consistency has been perfected.

I proceeded to order a custom chocolate cake with french filling for my gf the very next week. The lady on the phone was extremely helpful and accommodating with my order. Great customer service and patient.

And the cake I ordered: exactly the same in terms of extremely high quality and unbelievable taste which speaks to their recipes. I will never order another cake from anywhere else. Would...

I have been buying cakes and rainbow cookies here for years. For the past six months or so if you go in after a holiday or on a monday the cakes are old and not fresh. So today I called and asked to have a cake made to order as a frequently do for a monday birthday and the girl told me it would be 20 more than usual. So when I questioned her she said asked me to hold on and spoke to the boss. Who told her because I was feeding 20 people I needed a bigger cake. I said I would like the cake the size of the cake normally in the display. She told me she needed to use the phone and hung up on me. I called back and was yelled at by the "boss" . Basically they have great cake but make sure you get there Tuesday -sunday and not after a holiday. Because you are getting sloppy seconds. And as for the customer service I received today. She should take a lesson from the lady that is normally there! It only takes one bad experience to loss a customer. Last monday was my last...