Cotton Cake Japanese Cheesecake — Restaurant in Troy

I would give this place a zero stars if I truly could!!! There were so many problems with this location.

First, it took an immensely long time to get our drinks. It was not busy at the time we ordered and they only brought out one drink when we ordered two.

The first problem is with the first drink is it was a caramel frappe. They refused to simply add a different flavoring when the flavor I was asking for was in stock. In every single cafe I have been to, they are always able to do this as long as the flavor is in stock. Next I ordered a frappe which consists of blended coffee and flavorings. It had no coffee at all and was basically a watered down milkshake and the smallest hint of caramel. It was offensive.

Next we realized people that came in after us were being served with much larger orders when we ordered only two drinks to go. When I walked up to the counter and let the barista know, he seemed annoyed and agitated. It became clear to us they had forgotten our order and by then it was extremely busy and chaotic.

When they eventually brought the drink after waiting twenty-five very long minutes for an iced latte it was brought out hot and the barista showed no remorse for making us waiting an obscenely long amount of time for ONE drink. When we ordered we made sure to specify that we wanted the drink iced and the barista confirmed that it could be done.

Then when to put the cherry on top, the drink tasted heinous. Not only was it hot when I wanted ice in it, it did not even have the correct Tiramisu flavoring. Instead it tasted like burnt gas station coffee. Why serve coffee/coffee based drinks if they are not going to be made correctly?

This place is extremely overhyped and expensive and we are disappointed by this level of disregard for customers. Please...

Unusual customer service to say the least -- enough for me to leave a negative review. Bought cakes and coffee (specified decaf) -- didn't pay attention to price until after 2 coffees were brought to our table -- i.e., why did they bring 2 coffees? Wife didn't want a coffee but figured make the best out of it since we had paid for two. She went and put milk in both, returned and realized the lids were together and only one was marked decaf. So went to the counter and she informed us that one of the coffees was NOT decaf -- but which one now (again, only ordered ONE DECAF)? I can't drink caffeinated coffee, so went to the counter with a simple request, handed her the coffee and said please replace this coffee with decaf to be sure that I would be drinking decaf. Well, at that time I was told that i would be charged for a THIRD coffee (ALREADY paid for an extra coffee then wanted). I proceeded to dump the unknown coffee down their counter sink and left with no coffee -- such a pleasant experience. Management/owners need to empower their employees on making the right decision on such a simple request (yes, a small coffee replaced with decaf) for a mistake that originated on their side...look through my google reviews, I do believe this is the first bad one out of many. If I was an owner of a business, I would surely not want to lose a future customer for life due to a very reasonable and simple request -- i.e., empower...

This is my favorite place to get Japanese cheesecake. The cheesecake is moist and creamy but light, not heavy. The cream cheese flavor is subtle compared to others. I love them plain, but the pistachio is my favorite topping when I want to change it up.

The two girls at the counter are both genuinely friendly and welcoming. No other Japanese bakery has customer service like this. It's wonderful.

We didn't like any of the other desserts we tried, the ones that aren't made in-house.

The only complaint I have about this cafe is this: they are a bakery specializing in Japanese cheesecake, but they only offer 2 flavors: plain and ube. They are both delicious. But I would love to see (and highly recommend) the owner adds more flavors to the menu. Not toppings, but actual flavored cheesecakes. It is very difficult to find flavored Japanese cheesecakes. It would be so nice to see a variety of flavors at Cotton Cake. Please consider this! If I didn't live 90 minutes away I would apply as a baker and try to work with the owner on this. : ) Even if you offered them only as special orders, I would order them.

Thank you...