"Quite possibly the WORST experience I 've had ordering a custom cake. I knew ahead of time that the cake that I wanted would be hard to order online or over the phone, so I went into the storefront 10 days before my event and asked about the cake. I bought four cupcakes to taste test flavors and went on my merry way. Then, I came back 5 days before my birthday party and asked again about ordering a custom cake. I was told by the cashier that I could get what I wanted. My sister and I bought more cupcakes to taste test, went upstairs and made our final decision. We ordered the cake, paid in full in advance and said we 'd pick it up the day of the party. I just knew I was in good hands because the cashier had a similar cake for her birthday not too long ago and even took photos of my inspiration pics to send in the group chat. Easy peasy, right? WRONG.The pick-up day rolls around and my mom and sister arrive an hour after our pick up time (we were told coming after the scheduled time is fine, just not earlier . To our shock and dismay, they don 't have my cake. They never made it. The order somehow got lost or looked over. The order for a very specific custom cake that the cashier who took the order had sent inspiration pics to the group chat for...had been overlooked and therefore, not made. When trying to problem solve, I called the store from my car as I was driving back from Baltimore. I was often put on hold without warning, told to stop yelling (despite not yelling, cursing, being belligerent, etc. , and ultimately hung up on. During the phone conversation I was told that if I wanted the heart shape cake I had already paid for, I would have to get it in a flavor that I didn 't want. Or I could have an already baked round cake in the flavor that I DID want but I wouldn 't get a full refund for the cake I already ordered and paid for in full, in advance. When I questioned why I wouldn 't receive a full refund, I was told by the manager that they would have to charge me for decorating this replacement cake. After going back and forth with the manager with him being patronizing and standoffish with his myriad I understand, miss despite him not making any attempt to understand and him constantly talking over me and erratically placing me on hold with no warnings, I received a full refund and a basic lackluster cake. I also did not appreciate the way he spoke to my family who was in the store. He kept telling them that they were yelling and being mean, which is the farthest thing from the truth. This man was flustered because three well-spoken Black women questioned the mistakes of the bakery and rightfully demanded a suitable solution. I had been to the Cakeroom prior, ordering slices and whole cakes for other occasions, so it was a no brainer to give this bakery my business when it was confirmed that they could in fact make the cake that I wanted. However, after this most recent experience...they 've left a sour taste in my mouth. It would 've been okay if he had just given me a refund from the start or expressed any genuine remorse for the mistaken. Instead, we were met with micro-aggressions and written off because the store was currently too busy to handle our issue . Customer service really matters; you can 't make a mistake with a service that you 've already been paid to provide and then be defensive and ornery instead of offering immediate solutions. I had to settle for my birthday cake. For reference, I 've included an inspiration pic and the cake I ultimately left with."
