I just had one of the worst customer service experiences of my life at Cupcakin.
Ironically, as I was leaving, a father with his family walked out and muttered, “Well, that’s the last time I come to Cupcakin,” which tells me I wasn’t the only one who felt that way.
Before arriving, I called ahead to make sure they had the cupcakes I wanted. I placed an order over the phone, provided my credit card information, and was told the cupcakes would be ready when I arrived—I was only about five minutes away.
When I got there, the employee who took my order, Lily, told me the cupcakes had been sold to someone else. I asked how that could happen when I had already paid. She explained that they were taken before she could set them aside. That didn’t make much sense, especially since there were only two employees working—she easily could have told the other person the cupcakes were already purchased. Even the customers in line looked stunned by what happened. I asked for my refund, which Lily did process.
However, when I calmly asked how this situation could have happened, the other worker, Marie, told me to “stop yelling and act like an adult.” I wasn’t yelling—just surprised and asking questions. It felt like she said that just to shut me down. Her tone quickly escalated; she began shouting profanities and waving her hands at me in an aggressive way. I told her again that I wasn’t raising my voice or acting out like she was.
As I walked out, I admit I lost my composure and called her a name—which I regret—but I was extremely frustrated after being treated so poorly. Outside, that same father who had just left told me he’d had a similarly bad experience and that Marie was “the worst he’d ever seen.”
Needless to say, I won’t be returning to any Cupcakin location. The cupcakes were never exceptional to begin with—I only came because my wife is vegan—but I sincerely hope management addresses this behavior so other customers don’t go through the same unprofessional experience.
P.S. I wish I had my Meta glasses on so I could have video recorded her, she would have gone viral... Or better yet, that my wife was with me, because she would have snatched her wig back.
Atmosphere: 1
Food: 1
Service: 1
Ingmar Sciortino
I love the minis! I'm a regular because I walk past this sweet spot all the time. They always have one, sometimes two vegan options. The mini cupcakes are a perfect few bites of indulgence for only a couple bucks. Ask about day old for half price. Card only. No cash!
J S
No atmosphere it's just a pickup and go even though they're open till 9:00 p.m. very limited flavors. The cupcakes are good, prices kind of high.
Atmosphere: 1
Food: 3
Service: 3
LInda SJ
I simply will not get cupcakes from anywhere else ever again. Period. These are the kind of cupcakes that make you question every other dessert choice you've ever made. Moist cake, frosting that's basically a spiritual experience, and flavors that disappear faster than my willpower at a bake sale. I tell myself I'm buying them for the kids, but let's be honest--the kids are lucky if they even get one. Enough said.
Atmosphere: 5
Food: 5
Service: 5
Edwin Rivera
Great cupcakes in the bay area
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Salted Caramel
Shanell Rose (Nell)
It's beautiful and the best gourmet cupcakes ever super moist sweet and pretty to look at
Atmosphere: 5
Food: 5
Service: 5
Eileen Dawson
I ordered a funfetti cake for our anniversary. It was overcooked, clearly had a dark brown color and was burnt tasting. To their credit it was not actually fully burnt I guess. I could have made this better myself with a cake mix. I'm giving them two stars because the cupcakes looked ok though I didn't eat any of them and won't be back.
Curtis W
I keep wanting to like this place. The cupcakes are OK and sometimes satisfying but the service is very inconsistent and mostly bad. I wish I remembered the woman I interacted with today so I could put her name. She got rude because I asked for a bag. Service is consistently OK/bad. I won’t return as often as a result.
Atmosphere: 1
Food: 2
Service: 1
Jess C
Yummy! Get there early or order ahead!!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Key Lime Cupcake
Matt G
Great cupcake spot that features alot of different and yummy flavors. They also sell older cupcakes for a discount and mini cupcakes, which is nice to sample. The double chocolate was very good as was the key lime. Service was fast and friendly. Place is small so can get crowded.
Use to like going to the Walnut Creek location for a treat. Now I find the place dirtier and flies/gnats in the cupcake place. Wanted to get a salted caramel cupcake today until I saw a small fly walking on the frosting.
Paula Siddens
Cup Cakin is my go to for work luncheons, personal gatherings. I’m often asked, “are you bringing those yummy cupcakes? They are so good.” I’ve introduced many people to Cup Cakin and now it’s their go to!! Quality, freshness and the flavors are superb!!
Melina S
delicious and i love how the shop is open until they sell out!
Ariana Fillips
This store was quite busy, but still had plenty of cupcakes to choose from.
I have had one of these cupcakes in the past (red velvet) - someone brought it to my work. It was heavenly. Today's cupcakes taste like they are days old. The peanut butter chocolate was ok. The red velvet was dry. The lemon broke apart at first touch. The funfetti was soggy on the bottom and crusty on the top. WHAT?? We have two more but no one is eager to try them.
I just had one of the worst customer service experiences of my life at Cupcakin.
Ironically, as I was leaving, a father with his family walked out and muttered, “Well, that’s the last time I come to Cupcakin,” which tells me I wasn’t the only one who felt that way.
Before arriving, I called ahead to make sure they had the cupcakes I wanted. I placed an order over the phone, provided my credit card information, and was told the cupcakes would be ready when I arrived—I was only about five minutes away.
When I got there, the employee who took my order, Lily, told me the cupcakes had been sold to someone else. I asked how that could happen when I had already paid. She explained that they were taken before she could set them aside. That didn’t make much sense, especially since there were only two employees working—she easily could have told the other person the cupcakes were already purchased. Even the customers in line looked stunned by what happened. I asked for my refund, which Lily did process.
However, when I calmly asked how this situation could have happened, the other worker, Marie, told me to “stop yelling and act like an adult.” I wasn’t yelling—just surprised and asking questions. It felt like she said that just to shut me down. Her tone quickly escalated; she began shouting profanities and waving her hands at me in an aggressive way. I told her again that I wasn’t raising my voice or acting out like she was.
As I walked out, I admit I lost my composure and called her a name—which I regret—but I was extremely frustrated after being treated so poorly. Outside, that same father who had just left told me he’d had a similarly bad experience and that Marie was “the worst he’d ever seen.”
Needless to say, I won’t be returning to any Cupcakin location. The cupcakes were never exceptional to begin with—I only came because my wife is vegan—but I sincerely hope management addresses this behavior so other customers don’t go through the same unprofessional experience.
P.S. I wish I had my Meta glasses on so I could have video recorded her, she would have gone viral... Or better yet, that my wife was with me, because she would have snatched her wig back.
Atmosphere: 1
Food: 1
Service: 1
I love the minis! I'm a regular because I walk past this sweet spot all the time. They always have one, sometimes two vegan options. The mini cupcakes are a perfect few bites of indulgence for only a couple bucks. Ask about day old for half price. Card only. No cash!
No atmosphere it's just a pickup and go even though they're open till 9:00 p.m. very limited flavors. The cupcakes are good, prices kind of high.
Atmosphere: 1
Food: 3
Service: 3
I simply will not get cupcakes from anywhere else ever again. Period. These are the kind of cupcakes that make you question every other dessert choice you've ever made. Moist cake, frosting that's basically a spiritual experience, and flavors that disappear faster than my willpower at a bake sale. I tell myself I'm buying them for the kids, but let's be honest--the kids are lucky if they even get one. Enough said.
Atmosphere: 5
Food: 5
Service: 5
Great cupcakes in the bay area
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Salted Caramel
It's beautiful and the best gourmet cupcakes ever super moist sweet and pretty to look at
Atmosphere: 5
Food: 5
Service: 5
I ordered a funfetti cake for our anniversary. It was overcooked, clearly had a dark brown color and was burnt tasting. To their credit it was not actually fully burnt I guess. I could have made this better myself with a cake mix. I'm giving them two stars because the cupcakes looked ok though I didn't eat any of them and won't be back.
I keep wanting to like this place. The cupcakes are OK and sometimes satisfying but the service is very inconsistent and mostly bad. I wish I remembered the woman I interacted with today so I could put her name. She got rude because I asked for a bag. Service is consistently OK/bad. I won’t return as often as a result.
Atmosphere: 1
Food: 2
Service: 1
Yummy! Get there early or order ahead!!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Key Lime Cupcake
Great cupcake spot that features alot of different and yummy flavors. They also sell older cupcakes for a discount and mini cupcakes, which is nice to sample.
The double chocolate was very good as was the key lime.
Service was fast and friendly. Place is small so can get crowded.
Restaurantji Recommends
Use to like going to the Walnut Creek location for a treat. Now I find the place dirtier and flies/gnats in the cupcake place. Wanted to get a salted caramel cupcake today until I saw a small fly walking on the frosting.
Cup Cakin is my go to for work luncheons, personal gatherings. I’m often asked, “are you bringing those yummy cupcakes? They are so good.” I’ve introduced many people to Cup Cakin and now it’s their go to!! Quality, freshness and the flavors are superb!!
delicious and i love how the shop is open until they sell out!
This store was quite busy, but still had plenty of cupcakes to choose from.
I have had one of these cupcakes in the past (red velvet) - someone brought it to my work. It was heavenly. Today's cupcakes taste like they are days old. The peanut butter chocolate was ok. The red velvet was dry. The lemon broke apart at first touch. The funfetti was soggy on the bottom and crusty on the top. WHAT?? We have two more but no one is eager to try them.
Will not be back. Expensive and poor quality.
Outstanding
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