The Cupcake Shoppe was one of the first establishments I visited when I moved into the area. Their window displays definitely make it enticing.
I'm not a cupcake connoisseur by any means, but I've tried a number of different cupcake places since they seem to be a dime a dozen nowadays. The cupcakes from The Cupcake Shoppe can hold their own. They're not too sweet, have a variety of flavours, and have great texture. They're also very consistent in terms of quality. I've ordered custom cupcakes and cakes in the past, and they never fail to impress.
I've never had any issues with customer service. I always found the staff to be pretty helpful when I visit the store. Then again, I'm not incredibly picky when I go in. The only complaint I have is that it's damned near impossible to get in touch by phone. They're always too busy to answer the phone. They do seem a little stressed at the end of the day; they're not as cheery and upbeat when I visit near closing.
The Cupcake Shoppe is not cheap by any means. I ordered a dozen custom cupcakes and they cost $45. The only reason I come back is because I get what I expect and it's very convenient for me. If you live more than a walking distance away, I can't say it's worth the hassle/cost of coming here (parking alone is a pain).