So here’s my story after supporting this local business for the past 15 years. I personally went into the bakery last Tuesday and ordered a cake for this Sunday. I showed person at the counter a pic (Marie) of the theme and also emailed them the picture as they requested. Stood there as they pulled up the email and confirmed everything. I also paid in full for the order. I received a call Saturday morning And was told “we are going to refund you $10?” I had to ask why? The person said because we cannot do the picture, the machine is not working. Off course this person lacking basic customer services skills didn’t bother to say, I apologize we cannot complete your order etc. After being placed on hold, hung up on and then finally getting a hold of a manager (who spoke over of me the entire time) we decided I’d go in and figure out a solution. Go back into the store she shows a pic (Somehow printed already) of original picture that’s printed and stretched, darker like by few shades, she was going to put a picture of the picture of the cake (no I didn’t type that twice, let that sink in). She said the pic looks fine to her, while the other coworker looks amazingly at her in dismay. We ended up changing the order without picture just green and black (Minecraft theme), that cost the same price without a picture (so what’s the extra charge for?) Go back Sunday and I should of lowered my expectation, they made the cake with the picture they couldn’t print. Not what we change with Marie on Saturday. The picture was not evenly placed on the cake. Tried to explain the situation to the younger workers there, they must of not cared. There was a nice woman who expressed understanding and tried to help (I’m at this point upset and almost in tears as it was the little things during this pandemic a parent can possibly do to make birthdays special.) I was offered a $20 credit to the store, I declined. I explained through tears that I should of known better as throughout the years this Bakery has gone downhill. Service and quality is poor, would give zero stars if I could of. Why do you ask like many people ask why do I still go there, again to support local business. But never again, I’ll take my business now to the local shoprite or the other local bakeries in west orange.