Big Sugar Bakeshop - Studio City

AVOID! I ordered a custom cake for my company via Big Sugar's form. I told them my budget was $100 for the smallest burn away cake they offer. They told me they could do it, but for only $116. When I went to pick it up, they told me there was a mix up on their end and they made the cake a few days ago but it would "still be good" and the burn away section on top was so bubbly and old they had to replace it when I came to pick it up. While I was waiting I noticed on their menu board that the smallest custom cake started at $50...Interesting.

I didn't think the cake looked professional but if it tasted good that was all that mattered. The person next to me SPIT OUT the piece of cake and said it was awful. Sadly I agreed, the frosting was basically frozen and the cake was dense and super dry. I am sooooo disappointed.

Atmosphere: 1

Food: 1

Service: 1

The most delicious custom cakes, cupcakes, and baked goods. This cake (with a photo of my dog) was salted caramel and chocolate. The cupcakes were for another occasion, my friend’s birthday. Beautiful customization. Both were heavenly!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Write a Message on a Cupcake, Birthday Cake

Closed on the day before Mother’s Day? Insane.

Omg please save your money and get a custom cake somewhere else. My son’s cake looked like a poke ball (has blemishes) but the cake itself was dry and disgusting. A dog wouldn’t even eat it.

Atmosphere: 5

Food: 1

Service: 3

The cake is very dry, and they put inside the jam , the jam in the cake is never yummy , ! I don’t recommend!

Atmosphere: 1

Food: 1

Service: 1

Went in to the shop to order a custom cake for my son’s birthday. Spent 20 minutes providing all the details of my customization. As I was less than 2 weeks out and most bakeries require notice for custom, I asked for a confirmation of what they could do and a price asap. The person in charge of these projects wouldn’t come out to speak to me. That afternoon and the week following I called 3 times and each time they said someone would call me back and that my order was confirmed. Never received a call back or my order. Not sure how you run a business this way

This once great cupcake store has fallen to a new low. The store is messy, dirty and nothing like it once was. They rarely keep their posted hours, and they’re running it into the ground. A sure recipe to go out of business.

Have been going to Big Sugar for many years! Same great quality cakes. We just got a special cake and not only was it very tasty, but it was also decorated with such care! All the guests were impressed, including the birthday boy!

TLDR:It comes down to communication and making the wrong order and leaving us in a bind as the shop pushed back the pick up time, leaving us with no options.Full details:Order was put in well in advance and as written on the sheet; clearly states:No décor necessary; can be plain chocolate.Now, why write this negative review; it comes down to communication.When the staff arrived this morning; they made no attempt to contact us that the order was wrong. We phoned to confirm our pick up and they asked us if we could come 2 hours later to pick up; but they didn’t inform us why or give any hints.When we came 2 hours later; nothing was mentioned other than handing us the box; which as you can see is very colorful and extremely decorated. As nothing was mentioned by the staff… we had to inquire; why was the order decorated differently than ordered; and why was it never mentioned this morning on the phone or when handing over the items when the order clearly states plain.The excuses given were not reasonable (didn’t read instructions). That’s not a valid excuse with an order placed well in advance.And it’s not reasonable to never bring it up when we phoned or when we picked them up in person.While we were given a refund; the 1 star rating is for poor communication; leaving us in a bind by pushing back the order window with no other options from them. No apology; other than ‘so we want to confirm you are rejecting this order’.Word of caution for future orders. Confirm what you want; call them and confirm with them verbally the order was done right. And maybe triple confirm that.Wouldn’t want others left delayed by this shop due to their poor communication.

Nutella pound cake is amazing as is all their offerings. I live about 25 miles away and I will be making another trip shortly.

Came here to try some treats for an upcoming party. Cupcakes and cookies were very good and the brownies a bit dry. The woman at the counter seemed short and impatient with us, and it left such a bad taste in my mouth that I decided to take my business elsewhere.

Not friendly, unwilling to make recipe adjustments and unaware of their own ingredients. The lady at the storefront couldn't even say how much sugar is used per cake. And was unwilling to find out or accomodate me in any way. Lost a customer ready to place an order. Won't work.

I had the pink vanilla cupcake and oh my gahhhhh ? So good, y’all! Will definitely be back.

everytime i call here they pick up the phone and instantly put you on hold. Really gets old after about the 50th time

Great cupcakes!