Sweet Beginnings Bakery — Restaurant in Town of Tonawanda

I had two cakes made for my twins birthday parties and when designing them, was encouraged to bring in my own figurines and they would place them on the cake and make it look as we intended. I paid well over $100 for these cakes and was expecting to receive what we discussed when they were designed and ordered. When I arrived to pick up my cakes, I was met by a rude young lady who not only refused to do what the bakery suggested, but she seemed extremely annoyed to even be asked. I was told she wasn't "qualified" to touch the cakes because she wasn't the baker...an odd choice of excuses considering she works at a bakery, but that's what she was going with. When I explained the situation again, she basically told me I was SOL. What was even more frustrating, was the other young lady at the counter was there the night I designed the cake with her other colleague and she participated in that conversation and heard all of the suggestions that were discussed. Unfortunately she stood silently and watched as I got more and more concerned. She never said a word.

It's SOOO important to have kind, flexible and understanding staff working any public facing job. Customers are understanding of mistakes or hiccups when they are handled appropriately by a kind and courteous team member. One person's bad day turns into a lost customer for life and as we all know word of mouth is what makes or breaks a business. The cakes were good, but considering the price and the rude 'service' received during pick up, I won't be returning to Sweet...

I ordered a cake for my daughter’s baby shower and cookies to use as favors at the shower. We picked up the cookies the day before so we would have time to bag them. They were not what we ordered and when I called to say they looked unfinished they acted like they had no idea what I was talking about. I am posting a pic of what they sold me and what I was given. They showed me a cookie they had on display that said ‘love’ and said they could make it say ‘baby’ instead of love. The cookies they gave me looked nothing like what they sold me. They had no piping or detail. I also ordered honeycomb cookies and they looked uneven and stained. The worst looking cookies were hidden at the bottom of the box. I believe they stopped decorating the cake once I called and complained about the cookies. Also posting a picture of what I ordered and what they gave me. The top layer of what’s supposed to be clouds were just balls that were falling off the cake. Their customer service was the absolute worst I have ever had. I called seeking resolution and was willing to pay more to have some detail added to the cookies but was met with an incredibly rude and defensive owner. I have literally spent hundreds of dollars at this bakery. I have been a regular customer for years. I have bought every birthday cake, retirement cake, wedding favors, you name it. I will not...

I walked in about an hour and a half before they closed full well expecting that I would probably have to come back if I wanted a birthday cake made. The two young girls that were working behind the counter, as I walked in the door, one made a loud sigh and rolled her eyes... Proceeded to walk away and act like she was busy. The other girl asked me if she could help me, like she really didn't want to help me, I asked if they had a chocolate cake with chocolate frosting. She said they had chocolate cupcakes. I told her that wouldn't work because I would needed a birthday cake. Could I have one ordered for the next day? She sighed and rolled her eyes and said that wouldn't be possible. This is a bakery? It's a two-layer chocolate cake. It's not exactly a wedding cake. I'm not asking for a dozen of them. And I could understand if there was some policy which she could have easily Let me know, hey order at least 2 days ahead of time or some other information. Instead, she turned around and walked away. I don't know if the owners let their kids work here or however it is. But I will never be back. I will steer my friends and family away from this place. If I'm bothering you, I don't do business with you, end...