Lulu Cake Boutique — Restaurant in Village of Scarsdale

Unfortunately i had a very disappointing experience with Lulus for a cake for my daughter’s baptism. I ordered a cake through their online form indicating a white gold theme. There was no follow through on their part to ensure the order form was clear but i did however email and ask what the flowers, cross, and colors would look like. I was told the cake, cross and flowers would be white. I show up to pick up the cake and there are spring colored flowers all over it. They fixed that on the spot but when i got home i realized the cake was very yellow looking and not white as i was told. This is for a christening so the white theme was crucial. There was also a stark white plaque with black writing that added to how yellow the cake looked in contrast. All around not aesthetically pleasing, not cohesive looking and not white & gold themed as i had ordered. My expectations were high because they typically have very beautiful, elegant looking cakes. I called back and they told me they can’t achieve white with their butter cream despite them telling me it would be white and their instagram having a highlight of buttercream cakes that are very much white. If you can’t achieve white, that’s something you tell the customer in advance. On top of this, a giant crack formed through the center of the cake within an hour of bringing it home. I called back and they begrudgingly told me to come back the next morning (the day of my daughter’s christening) to see how they can correct. In talking through how to correct i asked if they could remove the cross (that i paid extra for) and just pipe more flowers in its place (as their would be a giant blank space without it). I was appalled when i was told i would need to pay extra for that. The cake was not what i had asked for and had a giant crack in it so to ask me to pay for them to make minuscule changes to correct the cake was outrageous. The owner then steps in and instead of being a voice of reason and hospitality, he was rude and condescending. He told me he was missing his child’s softball game to correct my cake. Which was actually a lie because his employee told me he would be there in the morning before i said i would be back. He tried to make me feel like i was inconveniencing HIM on the morning of MY first daughters christening. This is YOUR business. That’s the sacrifice you make when you own a business and it’s not the customers problem. He essentially told me i was difficult and asking for too much… a simple white buttercream cake; apparently a tall order for Lulus. He then told me they did not have enough buttercream to fill the crack and add flowers so they would need to use sugar flowers that were set aside for a much more important client than me (in essence). He made a point to tell me how expensive they were and how they now would have to make more for the other client. Once again i was inconveniencing him and he made sure i was fully aware. Before i could even reply he condescendingly said “ are you going to be ok with that ? Because you seem like you would have a problem with that” Implying I was very difficult and hard to please. Again, i asked for a simple white buttercream cake. Ultimately they fixed the cake and it looked beautiful but the road to get there was rocky...

It seems a lot of people had better experiences with Lulu's. For me, I found This place to be pretentious and their customer service is very much lacking. The cake we had to try was fine, but filled with so much buttercream I could barely taste anything else. See below for full review.

I was trying to order a cake for my wedding. First, it's almost impossible to get a hold of anyone. I was only able to communicate via email and often wouldn't hear back for about at least a week for simple questions.

Then for the "taste kit", they have you put in your partial card info, and then they call you back to get the rest of the card. I was away from my phone when they called, and I tried calling back right away, and there was a long automated message with no way to get a hold of someone. I emailed them, and tried to call again on different days they were open (they are only open limited days). I finally got a hold of them after over a week (and this was JUST for the rest of the cc info). This was a bad sign but there was so much to do for the wedding, we were exhausted at looking at different vendors. By the way, I’ll also add that they mentioned a few times how booked up they get and to purchase sooner, yet it took about 2 weeks total to purchase the taste kit through them.

We finally got the "taste kit" and it tasted okay, but there was so much buttercream filling on both pieces, it tasted more like butter than anything else. We had family taste it too and they said the same thing.

The last straw came when I received the invoice. I had been trying to confirm the delivery of the cake on the day of, which they never responded to my me on and then I get the invoice and it showed an over $100 charge to deliver! Granted, it's about a 35 min. drive, so I didn't expect it to be super cheap, but what bothered me most was they never mentioned this to me. If they had, I would have either gone elsewhere or figured out a way to pick it up myself. It seems like a basic courtesy to say to a potential customer, "look, we can deliver but it's expensive", or mention it in the emails I wrote about being able to deliver (questions that always went unanswered by the way).

We decided to go with a bakery in Ardsley and could not be happier with the customer service and quality. The taste kit was free (whereas at lulu's you pay for it) and full of different options. I got them on the phone right away to clarify my order. I plan large events as part of my job. Trust me, it shouldn't be this much of a headache to work with a vendor. Save your time and money and...

Ordered online for a delivery. Lulu designed our wedding cake 5 years ago and it was phenomenal. So I wanted to surprise my wife for our anniversary by ordering the same wedding cake, but in 6”. Put everything through their online website including the available delivery date that was still available. Then called twice afterwards to confirm that it went through and the nice ladies each time said everything was set and they would make it look nice since I chose the “surprise me” option. Then called again 2 weeks before the planned delivery date to inquire about the delivery fee since they said someone would reach out to us with the final charge. The person who answered asked the manager who was right there and they decided right then that they would not deliver the cake to Manhattan. If I didn’t call to confirm I assume they wouldn’t have even let me know. just poor business management. I get it, it’s wedding season and its not worth it to them to deliver a 6” cake all the way to manhattan. But if that’s the case, then don’t even have that option on the website or at least inform people when they order. Definitely a cautionary tale to everyone to always call and confirm your order because if you place the order online and give your CC it’s definitely not guaranteed. If they at least reached out to let me know I could’ve made plans to pick it up myself. But I had to call them to find out and the manager seemed to just then decide it wasn’t worth their time and said they couldn’t do the order. Ruined what was originally supposed to be a touching memory. There are many other excellent cake shops out their that are reliable and won’t leave you guessing if your order is actually going to show up.

*update Apparently the owner had a family situation and suspended many of their delivery services. He personally called during a difficult time in his life to explain, which was unexpected. Just wish it was clarified when I first called and they told me they wouldn’t be able to do the delivery. Initially seemed like it was an on the spot decision that they were trying to back out of something that wasn’t worth their time. Maybe will give them a second try and hopefully they come through. 4 stars for now, 5 stars for the memory of our wedding day cake, and for truly thoughtful customer service from a manager that obviously cares about the business...