Cerrato's Pastry Shop — Restaurant in West Springfield

I have always loved it here however, today was a reality of the lack of customer service. I placed an order to pick up at noon. When I arrived the gal could not locate the ticket. When she asked what it was she informed me it was being finished up because the pick up was for noon. I didn’t question anything and wasn’t expecting her response. She then went in the office looking frazzled and I asked if everything was ok. She responded and asked if I had a copy of the image because the one they printed wasn’t cleared. I asked if she needed it emailed and she said I could air drop it which was exactly what I previously did. Maybe she just couldn’t locate the image and if that were the case just be honest. Mistakes happen! Then I get the cake and I had asked for 8 strawberries and asked for them to have a drizzle or gold dust on them. When I got the cake it had 6 chocolate covered with nothing on them. When I questioned the number the gentleman came back with 2 and proceeded to place in a box. I then asked him why would they be put on the cake he then responded and said he could do whatever I wanted and dropped the two next to the other two which had space in between. I was just a bit taken back because the person who decorated the cake could have come out and placed the strawberries or provided recommendations. Then came the box. It was a double full sheet cake. When I ordered the cake they should have made me aware that the lid would not shut and the box wouldn’t accommodate the cake. His recommendation was to remove the strawberries and place them when I got home which anyone would have known that taking out strawberries from a cake once placed isn’t the cleanest or best way to do it because the strawberries would have frosting on it. Overall disappointed! Even with the decorations you can tell it was rushed because it looks nice but incomplete. - Picture was taken before the other 2 strawberries were placed. I wish I had a copy of the order but it was not provided to me.

You can tell that the lid was already touching the frosting. I had to ask for him to cut the lid because I knew it wouldn’t make it.

Update: I will say that the cake was amazing. The guest all loved it and it’s truly the...

Poor customer service. Purchased a custom cake, macarons and 3 dozen mini cupcakes. When we arrived to pickup the order we were informed the mini cupcakes were mistakenly given to someone else. They offered 1 dozen full size cupcakes, but after we expressed our disappointment they eventually offered 2 dozen full size cupcakes to make up for giving away the 3 dozen mini cupcakes. They told us we were lucky they weren't going to charge us extra. We were shocked by the response and handling of the mistake. Not the kind of customer service I expect from Cerratos. Needless to say the cupcakes went untouched because no one wanted to eat a whole cupcake. 2 cupcakes ended up getting eaten at the party. We sent a follow up response to the business and we're informed we were offered a tray of cookies and offered our original order but that never happened. We actually had to plead for more than the 1 dozen they offered originally. The experience left us questioning why we would ever return to Cerratos. After using them for every single major holiday and special occasion we are so disappointed because we can't justify spending nearly $400 to be disappointed with the experience.

UPDATE: Thank you for the quick response! Unfortunately there was no cookie tray offered and we had to plead for more than 1 dozen cupcakes and were told we're lucky we aren't getting charged. This probably could have been turned around just by the initial handling of the error. I recommend training staff on dealing with errors so customers don't feel like a burden to your business. Thanks again for all the years of pastries. We'll be finding a new bakery from...

I am very upset. I traveled from NC to visit family and I came on Sunday to order Rum Baba's for my mom to take back in my cooler like I always do. They were busy and ended up running out which was understandable. The man that was there was being rude and short with the other customer who asked him a question. I asked him if there were any Rum Babas left and he said no. I asked would they be available Monday and he said they would be ready on Tuesday at 12 because that's when everyone will be done baking and restocking the items. I ended up buying other things for myself and my family and told him I would be back Tuesday. On Monday I called and asked if I could pre-order some Rum Babas and was told that I couldn't. So on Tuesday I showed up at 12 and seen everything stocked but the Rum babas. I asked if they were in the back and the girl checked for me. She came back and told me no and that they were making cakes instead. I was so disappointed and upset that I was lied to. Especially after making it a point that I would be there at 12 two days in a row. Its like they don't care about their customers or even try. I then spent 45 bucks on some other pastries again and 3 of them were called the "RUM DELICIOUSA" or however you say it. They ended up being nasty and a waste of my time and money. The other items I got were good but those were such a let down. They used to be the best but their lack of care for their customers...