Hollin Hall Pastry Shop — Restaurant in Virginia

I ordered and prepaid for a custom cake for my daughter's birthday party 2 weeks before the event. When I went in to pick it up - they couldn't find it. I asked to speak to a manager and was told he wasn't there. The place was being run by what appeared to be 2 teenagers. They had to call a manager to ask how to give me a refund. While the manager was on the phone, I asked the employee if I could speak to him - he refused to let me talk to him - I think the manager was telling him - "Don't put her on the phone." I simply wanted to know if the cake was made and if it could have been placed somewhere these kids weren't looking. I asked for my photo back - it was a professional photograph. I mistakenly thought it would be handled with care - that they were just going to scan it. The photo was returned bent and covered with frosting smudged fingerprints.

They did let me pick whatever cake I wanted from the poor end-of-the-day selection. My daughter cried, of course. The teenagers were nice and looked sorry - but they weren't the ones responsible for the mistake and no one with any responsibility ever contacted me.

I ordered my wedding cake from this place about 10 years ago. It was the best place. This is no longer the case. It's become amateur. I used to order all my cakes from here until a few years ago when it started going downhill - less professional staff. I use Sweet Ladies bakery now - and only went back this time at my daughter's insistence. She says she will never step foot in...

Terrible experience! I placed an order for my son's birthday cupcakes for school. He wanted Dinosaurs and I went to Party city got the cupcake kit and provided them first off they were expensive $3.50 quoted per cupcake and then I showed them the sample and asked them to have the frosting completely covering the cupcake and for it to be green came back home same day called and a lady answered very rude said we got it and then I specifically told her are you sure the icing needs to be green has that been noted and the icing to be covering the cupcake top she said " oh no she did not write it down I will" 2 days later I go for the pick up just as I had feared the icing was half done .... then the girl at the counter says we can do it for you takes it back and comes back and says my manager says we can give you a store credit I told them no I am not interested in a store credit I just need the frosting to cover the cupcake... then she said ok I will go back and ask him to do it....came back by this time we wasted about 45 minutes in the store with the frosting all over I still took it cause I could not disappoint my 5 year old. I wish I had cause every kid in class including teachers had told my son today how awful the cupcakes tasted... Terrible very disappointed ! Never again! imagine 5 yr Old's telling the cupcakes were not good !...

This has been my go-to bakery for a while, but my trust is now eroded. A day after I placed and paid for a cake order, I got a phone message from the shop that my order had been canceled and would be refunded due to a power outage (although my order was placed a week in advance). Therefore, I ordered a cake from a different bakery. On the day of my event, Hollin Hall Pastry Shop called me to say that my cake was ready, and the shop was about to close. Turns out that they did not cancel the order or initiate a refund. I ended up purchasing two cakes which had to be picked up from two bakeries (this one on short notice). The cake was not authentic German chocolate but was quite tasty and received many compliments. So Hollin Hall Pastry Shop makes good tasting cakes, but you cannot believe a word that they say, even in a recorded message. I may come back again, but most likely I'll bake the next cake at home so I will have control over whether I get a cake or not, and I'll be able to save most of...