Fluffy Thoughts Cake — Restaurant in Virginia

We came across Fluffy Thoughts through our wedding planner. We had no idea what flavors we wanted, but we knew we wanted our cake to have a video game theme. When we attended the tasting, we were impressed with the flavors and customizations with the cake and frosting. We liked the Italian meringue buttercreams because the other type of frosting (can't remember what it was called) was too sweet for our taste.

When we explained what we wanted our cake to look like, we were told that we can provide pictures of what we wanted and they would be printed on edible sugar paper at no extra cost. For 100 guests, our cake cost $1,000, plus delivery. We chose not to rent a cake stand; we were fine with the cake sitting on a normal cake platform.

On the day of the wedding, oh my god. The cake exceeded our expectations. The cake looked amazing. (My only regret was that some of the pictures I provided didn't have a high enough resolution. Oh well.) We chose vanilla funfetti cake filled with one layer each of strawberry, blackberry and raspberry buttercreams with fresh fruits and almond cake filled with two layers of hazelnut Italian meringue buttercream and caramelized hazelnuts and one layer of salted caramel and vanilla Italian meringue buttercream.

Unfortunately, we (bride and groom) had one bite of the funfetti cake during the cake cutting. We were not able to try the other flavor as we were constantly running around here and there during the reception. We found out the next day from our wedding planner that no cake was leftover; the guests asked for seconds. (We had 80 attendants and got a cake for 100 people.) We heard no complaints from our guests about the cake flavors. Even our wedding planner liked the cake flavors we chose.

As part of our order, Fluffy Thoughts will make us a complimentary anniversary cake. We're not sure what flavor to pick since we liked the funfetti cake but couldn't try the almond cake.

(Pictures are from Scott Slomback of Slomback Photography.)

Update: Now that a year has passed, we inquired about our complimentary anniversary cake. We couldn't decide on either flavor, so we decided to get both. The cakes were bigger than I thought. One cake took up the entire passenger seat, and the other had to be placed on the floor. The employee said that they should be eaten within a week. Yeah, right. It took the both of us two weeks to finish, going so far as to near-binge-eat the remaining cake during the last week. They were very tasty like I remember. The only issue was the almond cake. The wedding cake version of the almond cake had the hazelnut buttercream at the top and bottom, then the salted caramel and vanilla buttercream in the middle. For this anniversary cake, the hazelnut buttercream was on the top and middle, then the salted caramel and vanilla buttercream was on the bottom. I made the assumption that the store would layer the complimentary cakes in the same manner as the wedding cake. Lesson learned for not specifying. Since we chose both flavors, one cake was complimentary, and the other we paid for. We didn't ask for a specific design, so I think the store chose the design or had a standard design. I guess that's another lesson learned for not asking about the design. There's nothing wrong with the designs, it's just that if we had a choice, we would have chosen a purple color...

We came across Fluffy Thoughts for our wedding 10 years ago and were so pleased with our cake selection for our special day and we had been loyal customers ever since, ordering anniversary cakes, birthday cakes, picking up cupcakes and cookies if we were in the area, and always recommending the bakery with such high regard.

When we wanted to celebrate a milestone birthday, we didn’t hesitate to place our order for our usual cake with Fluffy Thoughts. Unfortunately, the area received a major snow storm the day we had to pick up the birthday cake. We called and called and emailed the store to pick up the cake on our scheduled pickup date which happened to be the day of the birthday celebration and nobody answered. The roads were pretty bad and we had to use a family member’s truck to get to the shop to find out it wasn’t open. The storm had been in the forecast for a week and being in the business where you are making cakes for special occasions, you would think there would be a process in place to reach out to clients to address picking up their orders or notifying them of the delay. The entire day went by and we were never contacted by Fluffy Thoughts and we had to purchase a cake from another place for the birthday celebration.

The following day there was hardly any acknowledgement of how their unexpected closure and not contacting their customers impacted us and our celebration and very little effort made to make it right. We asked if the cake could be delivered to us, albeit the celebration was over, but we still really wanted the cake that we so very much loved, and that wasn’t possible for whatever reason. We weren’t able to drive to the shop again after our first attempt. After a lot of back and forth the concession by Fluffy Thoughts was to refund us the money and provide us with a $25 gift card for a future purchase. That really didn’t sit well with us. We not only wanted the cake for the celebration, but also wanted to enjoy the cake we so loved and they wouldn’t deliver it to us to make it right. Four days after the birthday we called to discuss how unhappy we were being long time loyal customers and what would really make this whole situation right would be to give us the cake for free. Their response was we could come and pick up the week old cake and that was the best they were going to do. We told them they have lost long term clients and they didn’t care.

I would never use them again. When you are in the business of customer service and delivering goods that are the centerpiece of celebrations that happen on a specific date you would think they would be better equipped to handle the unexpected (or forecasted snow storm) and if and when something goes wrong they’d be more willing to make things right with their clients. Our 10 year relationship with Fluffy Thoughts is over and we will go out of our way to make sure our network knows to never use...

While their cakes may be pretty (but overly sweet), their business practices and customer service is so bad that I was compelled to write a review (my very first).

I contacted the bakery a month before my daughter's birthday asking if they could make a small custom cake. I left 2 messages with no response, which should have been my first red flag, but I continued to try to reach them. My third attempt was successful, and the woman on the phone said they could certainly make me a cake for the date I needed and provide an email to send inspiration photos. Great, I thought, we're getting somewhere!

I sent the email as requested, and again, no response or confirmation of receipt. I called several days later, and they said my email was in the queue and they would get back to me ASAP. I made a second and then a third call, and after about a week, I finally received an email response from the owner, Lara, saying she could make my cake for the date and even told me which one of the inspiration photos she liked best. I emailed back, and said, great, please provide a quote and let me know the pick up time. She never responded.

At this point, I saw a pattern and tried to give them the benefit of the doubt -- they were clearly swamped, but surely, they would get back to me w/ the quote since my daughter's birthday was only a week away, and I had an email confirmation it would be "no problem".

Four days before the party, I called again asking for the quote and to confirm a pick-up time. As if I had never contacted Fluffy Thoughts before, the woman on the phone explained that they were "booked" for that weekend and would not be able to make my cake after all.

Needless to say, I was frustrated and I asked for Lara to call me ASAP. Instead, she emailed me, "As of right now, we are unable to accommodate this cake and I hope you can understand. We're too busy." Had they told me that 2 or 3 weeks prior, I would have understood, but four days? We ended up going to Costco (and my daughter was just as happy).

Fluffy Thoughts is in high demand, but buyer beware! Calls and email confirmations are not enough to be sure you're going to get what you ordered. If you want a sure thing for any kind of event, go elsewhere. They are clearly understaffed and completely...