Smallcakes Newport News — Restaurant in Virginia

UPDATE: DECIDED TO TRY THIS LOCATION AGAIN YESTERDAY AND WAS HAPPILY SURPRISED TO FIND THEM UNDER NEW OWNERSHIP/MANAGEMENT. THE YOUNG LADY WHO WAITED ON ME WAS VERY FRIENDLY AND HELPFUL. THEY ARE REMODELING WHICH LOOKS VERY NICE AND THE STORE WAS VERY CLEAN. THE CUPCAKES WERE VERY FRESH AND TASTY! HAPPY TO HAVE MY FAVORITE CUPCAKE STORE BACK!!

I've been going to this business for my cupcake needs for years. The cupcakes are always fresh and delicious. They have many varieties and wonderful specials every day. I love supporting them as I heard this location, at least, was owned by former military and I am a military daughter, wife and mother.

Yesterday, I was disappointed. I went in not long after they opened; obeying posted mask rules. The manager was behind the counter dealing with a connectivity issue. No mask, no gloves. No other employees were visible but I heard more working in the back. I asked to order 4 cupcakes. He did not put gloves or a mask on when putting the order together but I decided to not make a big deal. I have not confronted anyone about masks since the beginning of the pandemic; I do the right thing and avoid others, minding my own business. We have not been here in about a year due to eating low carb and I was looking forward to surprising my family with cupcakes. I gave him my credit card and he remarked that the system was still slow and he may have to reboot again. Then he did something that made me cringe...he put his ungloved hand on his face across his mouth and nose, in thought and annoyance. Then he grabbed my credit card again to slide it in the machine. I was unsure for a second about what to do or say then he put his hand on his face again. I realized I had to say something so I told him to just cancel the order. I made a comment about him not wearing a mask or gloves and touching his face while handling my order. He looked at me very surprised as if I was the one doing something wrong, shook his head and said he wasn't going to argue. Then he told me he had a 103 fever for over 2 weeks and didn't need to be told about Covid. I said, "I am a stranger, how could I possibly know that. You have a sign asking all customers to wear a mask and there are protocols for businesses to follow to keep everyone safe that you should be following as well." He shook his head at me again and I just left.

The rules are there for a reason. We want all businesses to stay open but if they aren't following safe practices to help us all feel secure, then we are not going to use your business and will instead choose someone who does put safety first. It breaks my heart to give this business a bad review and to know I will never go there again but that is...

Will never do business with Small Cakes ever again! Purchased a birthday cake and gave specific instructions over the phone as to what I wanted on the cake as well as that I wanted Happy Birthday written on the cake. When i arrived, they only wrote my name on it and not what i asked. They brushed me off without offering a resolution. The girlclosed the cake box while i was talking as if she didnt care. Then told me the bakers were gone and nothing they could do. Super unprofessional and terrible customer sernice. So they didnt understand even after calling to verify my order. Never again!!!!

To add to your response, I called the staff at the Williamsburg location due to your staff at the Newport News location being very dismissive of my concens with the cake. Instead of your staff being accommodating of my concerns when I called the Williamsburg location, she continued to deflect from the issue and concern. Yes the cake was picked up later than stated however; it was still picked up within the business hours of your establishment. Your cake decorator left early and I was told that by your staff. That should not matter whether or not she was there or not. Its about the experience and interaction from staff. Your staff continued to argue with me me and not provide any form of resolution after talking with them twice on the phone or the Williamsburg location (i have screenshots) prior to use losing connection. I shouldn't have to spend 20 mins and numerous phone calls on something like this! This whole situation was handled inappropriately and my opinion remains...

I really wish I could say I liked the cupcakes I bought. The shop was clean and smelled great, and the staffer who helped me was polite and friendly.

I ordered a lemon, a Boston cream, and a red velvet. I asked if the red velvet was made with cream cheese, and she said yes. I questioned this a bit, since they were kept out on display at room temperature.

My husband said the lemon was ok. I can't say for myself, as I don't like lemon and didn't try it. The Boston cream was mediocre. The cake itself was good, but the frosting and filling was not. I'm a home baker myself, and having made buttercream several times, I have doubts that there is much, if any, real butter in the "buttercream frosting". It tastes like it's made with shortening - no flavor, no depth. The cream tasted like what's inside of a SnoBall or a Twinkie.

The red velvet was the real disappointment. I LOVE cream cheese frosting, and at best, this tasted like the one in a resealable can in the baking aisle. Again, the cake was good, but I was so disappointed by the frosting that it just wasn't enough to save the experience.

For the prices you pay per cupcake, I really wish it had tasted...