| rev:text
| - Very poor customer service experience with Julie, who I assume is the owner.
I found this bakery through yelp with the keywords "gluten-free bakery". I felt pretty comfortable making a last minute cake order for a birthday, based on the overwhelmingly positive reviews.
Unfortunately, this was not the case. For the short version: Julie miscommunicated the hours of operation to me, and made some pretty rude remarks in the process of both ordering and picking up my cake (ie she told me I could pick it up on the doorstep).
My experience: I e-mailed Julie wanting a gluten-free butternut squash cheesecake. Julie emailed back saying it wasn't enough notice for that ingredient. There was no offer for a different service (for example, plain cheesecake), so pretty much was ok with not making a sale.
I acknowledged that my inquiry was last minute (2 and a half days notice), but being that she had such a great reputation for her gf products taste and quality, I was open to whatever options were available. I called the morning after our initial email from the night prior upon opening at 8am.
I called 3 times before anyone picked up, and Julie ended up answering the phone. When I began asking about types of cheesecake, pricing, and how many people each cake serves, Julie told me it was "too early in the morning" for this. This is extremely rude and unprofessional. I laughed it off, because I wanted a good cake for my husband's birthday that was gf. I live in the west valley, so I'm not exactly up the street from the bakery. I honestly asked basic questions, and she had plenty of opportunities to try to upsell me if she wanted, and she made me feel like I was an inconvenience, and not valued. Still, I ordered.
During our phone call, I asked twice if the summer weekend hours were that they were open until 7pm, and twice she said yes.
Now being the day I pick up the cake, my friend who works about 10 minutes from the bakery offered to pick it up for me. I told him everything would be ready by noon, and that they close at 7pm. He arrives at 3:15 and no one is there. He called twice, then went to the front to knock, and no one answered. I then call twice, no one answers the phone, so I quickly send an email obviously panicking. Julie calls me from the bakery a few minutes later and asks me why my friend didn't knock on the backdoor? SO incredibly ridiculous and rude. Is there a password I should have given him as well? Why would I even think of telling him to look for a backdoor? I remind her about our conversation about hours, and she says that's weird, because they haven't been open until 7 for over a year. I said that is weird, because you specifically agreed with me, saying yes when I asked twice if you were.
So, I ask her to let me call my friend so he can turn back around asap and get the cake, and she says she can LEAVE IT ON THE BACK PORCH for him. Excuse me? I told her I was not comfortable with that, and she laughed!! I now am curious if she's actually being rude or is totally aloof when it comes to interpersonal skills. I am still just confused about how that was an actual suggestion by the owner. I picked you, I thanked you, and I was polite and thorough with you. How can you stand by such service? No apology, no accountability at all for your lack of professional conduct.
My friend ended up having to send one of his employees to pick up the cake, and Julie was not there to give it to her, but 2 men were there. They assumed it was me that picked the cake up, as they called her Gina. I literally said twice it was not me picking up the cake.
All in all, I got the cake which is why I'll give 2 stars instead of 1. So thanks (question mark??) to the 2 men who opened the backdoor to make that possible, but I will never return nor recommend this place to anyone. It was so unnecessarily stressful to accomplish what is supposed to be a specialty here. I work in this industry too, and this was an embarrassment. And for what it's worth, I did not find the quality in taste or execution.
**Final thought: I made a decision to not leave reviews for businesses anymore, even though the majority of mine are positive, because it's tough to see businesses attacked by pettiness, but I felt so wronged in this entire experience, and the lack of accountability by Julie, the owner was too upsetting to not share with other patrons willing to spend their time and money at a business that may not value it.
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