Lady M Cake Boutique - Los Altos

I’m genuinely angry and disappointed by my experience with the Lady M location in Los Altos.
This is supposed to be a refined pastry shop — a place associated with elegance, restraint, and taste. Instead, something I came across involving store management completely shattered that image and left me feeling disgusted and uncomfortable. It was so far removed from what anyone should associate with a high-end dessert establishment that it honestly made my stomach turn.
To be clear: I’m a gay man, and my issue is not about sexuality or identity. It’s about professionalism, boundaries, and respect for customers. When you represent a premium brand, your conduct — both in and out of the shop — matters. What I encountered felt crude, careless, and wildly inappropriate for a business built on delicacy and class.
I can’t enjoy a slice of cake knowing the people running the place don’t take their role seriously. The desserts may still look beautiful, but the experience is ruined. Lady M should be embarrassed that this is what customers are associating with their brand.
I won’t be returning, and I hope corporate takes this seriously before more customers walk away.
If I could do 0 stars I would

Atmosphere: 1

Food: 1

Service: 1

My favorite cake in the Bay Area period

Atmosphere: 4

Food: 5

Service: 4

Avoid this location at all cost. The service is the worst I had. The one at the store refuse to answer any questions and just ignored me.

It really doesn't not worth to get humiliated at a cake store for your day. Especially when on your family member's birthday. There are plenty of options. With this service. Just not worth it no matter how good the cake is

I really hope their management take actions. We used to love their cake at other locations at the bay. They just lose a customer. Will share to all my friends about this as much as I could.

if you spend some time read their past review
Rude service has been a issue occurred quite a lot in the past reviews. I guess they don't care

Atmosphere: 1

Food: 1

Service: 1

Daniel starts saying 20 layers cake, not my question about the flavor...

Atmosphere: 1

Food: 5

Service: 1

I have a feeling that at these prices, the person behind the counter could at least be somewhat friendly

Atmosphere: 3

Food: 5

Service: 2

I was quite disappointed after driving for 30 minutes on Saturday to discover that the store was closed during its lunch break from 3 p.m. to 4 p.m. This crucial information was not mentioned on its website and was even contradicted by the operating hour sign inside the store.

Service: 1

I must say after moving here from New York City, where Lady M originated, I am so impressed with this huge branch of Lady M because the Matcha latte with extra shot was so powerful and the Dubai chocolate crêpe dessert was amazing and I brought my whole family from a wedding party at the restaurant next-door over to Lady M and we all loved it and the service here is amazing! Over 20 family members started blasting the place and the servers were so patient and friendly even with the stress of all the new customers they were very friendly and efficient

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Green Tea Mille Crepes, Crepes, Chocolate Checker

Cake was really good. Really nice staff. Would recommend!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Chocolate Cake

They close for lunch hour and does not mention on google map hours. Wasted me lots of time.

Service: 1

Didn’t let us dine in one day, another day closed tell 2 pm with no way of knowing until you show up.

Rose latte 🌹 and lavender matcha mille crepe cake

Say no more 👌

They don’t allow dog, and don’t have sign of it, we just pick up order. They don’t like dog, so as their guests. If you don’t allow dog, pls have a sign of the door. The sign only five dollars on the window

I ordered 2 slices of cake through Lady M’s official website. When I picked it up, the box was sealed, so I didn’t check it until I got back to San Francisco — only to find out they gave me the wrong flavor. I had ordered the Dubai Chocolate but was given Sesame instead.

I immediately submitted a refund request, but after an entire week, no one followed up. I reached out through online chat, and instead of helping, the representative told me I needed to contact a third-party platform. I had to point out that I placed the order *directly* on their website — only then did they change their story and say I should call customer service.

I called and was then told I needed to email them instead. I emailed right away. It’s now been another week, and still no response.

This has been a very frustrating and disappointing experience. For a brand that positions itself as premium, their customer service is shockingly disorganized and unresponsive. I expected much better, and I would caution others against using their website

[Update]
After posting my review, Lady M’s team reached out and followed up on the issue. I appreciate that they took the initiative to make things right, and their gesture was thoughtful. While the original experience was disappointing, I’m glad they took the time to respond and resolve it.

Food is good but the service is unsettling. The clerk with noise pierced probably had a miserable everyday

This was our first time at Lady M and our first time trying a mille crepe cake. We were delighted with all three flavors we tried, but liked the pistachio the best. The service was friendly and efficient and the atmosphere was relaxing. Will definitely come again!

Atmosphere: 5

Food: 5

Service: 5