Really disappointed with the customer service. I called to ask about an online cupcake order and was met with an attitude. I didn’t realize that the website only allows you to order 24 cupcakes or more online, that was my mistake for missing the thin text. But when I called to ask about pickup timing, the woman on the phone snapped at me saying “it’s BOLD on the website.” First of all, it’s not bold. If you want customers to follow your ordering policy, you should make it much clearer. On top of that, she told me that if I wanted a smaller order, I’d have to come into her retail store and buy it in person which is fine, but that should also be communicated better online. A simple fix would be updating the website to automatically decline smaller orders before charging, that would save people time and avoid this kind of confusion. Her attitude was so off-putting, I didn’t even want to go buy in person after that. As a business owner, treating potential customers like that is completely unacceptable.
Service: 1
Broderick Miller
Succulent
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Oreo Cheesecake
Malik Rice
Highly recommend!
Atmosphere: 5
Food: 5
Service: 5
April Nixon
First off let me say I absolutely love a small business where the owner is there to meet and greet you! The cupcakes were amazing 👏🏾 we can't wait to see you pull up again at Mercy.
Atmosphere: 5
Food: 5
Service: 5
naima el-amin
Not sure if we came on a bad day, but I figured since the bakery was just opening The atmosphere would be great, boy was I wrong. 12noon is way too early in the day for poor customer service, Ms.Cynthia barely wanted to be there, you could feel the energy. I ordered (6) cupcakes which were all dry, the presentation was great but the dryness could use a little more oil. Today was my first time trying cakes by Cynthia, I love trying new desserts, and food spots in the city of Baltimore. Don’t believe the hype on social media!!
Atmosphere: 1
Food: 1
Service: 1
Bree K
I’ve ordered from here multiple times, the cakes were good but I have to say sometimes details get left out. For example gender reveal cake was supposed to be pink in the middle and it wasn’t, birthday cake was supposed to be strawberry with strawberry filling that was verified with the bakery more than once. So it’s little things like that.. the cakes weren’t too sweet which was nice, and the inspiration pictures are often accurate.
Shahin Shahsavari
Excellent! Their cupcakes are fantastic
Atmosphere: 5
Food: 5
Service: 5
Rene' White
Mom’s 75th birthday cake and cupcakes were delicious. I found Cakes by Cynthia on IG last minute and she definitely delivered just what I wanted. My birthday is coming up and will be ordering a cake for myself. Thank you so much for the excellent service.
Atmosphere: 5
Food: 5
Service: 5
With Love Assisted Living And Adult Care LLC
I’ve ordered from Cakes by Cynthia for the second time, and once again, I’m beyond impressed! Her cakes are not only beautifully decorated but taste absolutely phenomenal. The attention to detail and flavor are unmatched. The customer service is top-notch as well—Ms. Cynthia is always so accommodating and a pleasure to work with. Highly recommend her for any occasion! Thank you, Ms. Cynthia, for another amazing experience!
~Cimon’
Atmosphere: 5
Food: 5
Service: 5
Dawn Thompson
OMG Cynthia thank you so much. The baby shower (Sunday, January 19th) cakes knocked the guests off their feet. The different flavors had them at awwww..they couldn’t wait to try them. All I heard was this cake is delicious..the baby shower was absolutely beautiful & the cakes added the finish that topped it all..we are forever grateful..Dawn Now for the crab feast..yayyyy🎂🎂🎂❤️❤️❤️
I ordered two cakes from Cynthia. One was my 30th birthday & the second was my 31st. When I got my cake for my 30th bday, it was last minute and this shop accommodated me & even delivered my cake. I was extremely thankful and appreciative. Even better, my cake tasted amazing. Because of that, I returned.
Unfortunately, I had the opposite experience. Whoever made my cake at her shop the year before no longer works there.
This year, I dealt with the owner, Cynthia. I was polite whenever I spoke to her, but for whatever reason, she was rude, dismissive, and abrasive, as if she didn't want the business. There was misunderstanding about which cake I was paying for because the price she quoted me DOUBLED in one year. All I did was ask, and not in an accusatory way either. She immediately went off trying say that the cake I sent her a picture of wasn't even from last year because that person didn't work there anymore. Once I showed the receipts from me tagging her on ig, and the dates of our text from the previous year, she then went to talk about the market change and so on. Her attitude wasn't necessary and it was extremely off putting. I had already paid my deposit at that point so I didn't want to go back and forth. I got my cake, which was beautiful and went with my party theme so well. But it was not as good as it was the first time. The frosting was good but this cake was dry.
Aesthetically, I got what I wanted and it went well. But the cake was not good and the service was not either. I've been sitting on this review because of how she responds to other people but at this point I don't care. My friend wanted a cake for her bday and I told her about my experience with Cynthia and she said she might just give it a chance since the cake is pretty, but after talking to her, she said she got the same bad attitude that I got the first time. I tried to say maybe she is just having a bad day, but her energy has been consistently negative and I really don't get it. Its disappointing when you want to support somebody.
Ps (the candles, gold toppers, and bottled are my friend’s additions and did not come from her store)
Additional reply since the owner responded: Its crazy to have such a twisted view when you're literally not telling the truth. My first cake was December 2023. I reached back out December 2024 and when I explained that and told you to look at our text thread, you got quiet before coming up with the remark about the market. You claimed I ordered a custom cake the year before and that was the difference in the price. Yet there is no difference in the budget friendly cake on your site for $125 and the cake I ordered in 2023. But I let you have it anyway. Then I decided if you're charging more, might as well get the two tier budget friendly cake.
Since you want to die on this hill let me add more screenshots and clarify your statements. The cake IS from the the year prior. There are exactly 12 months between December 2023 and December 2024 (see the ig screenshots where I tagged you sent a warm message, happy with my service and you REPOSTED my story).
Now to your comments saying your behavior was in response to mine (which isn't even how a professional providing a service should respond unless being disrespected — which I'd never do): 1) if I had such a pleasant experience the first time and wanted to return, what reason would I have an attitude or be anything besides pleasant with you when I reached back out?? You came off rip disrespectful and I assured you I wasn't trying to be difficult and liked your services in response.
2) if you were “apprehensive” with the two very short phone calls we had where I stayed calm despite your atitude you didn't have to take the order. I find it funny you say that and still did, and I'm suppose to believe you
Atmosphere: 1
Food: 1
Service: 1
Mahoney N.
Came in to purchase 4 cupcakes and the cupcakes are actually really good. The customer service is not. Not sure who was there assisting me the owner or an employee however they seemed annoyed when I asked questions. Mind you... it's my first time, first time customer here. Let's be more warm & welcoming next time. Especially when the store is empty answering a couple questions shouldn't be a problem.
Atmosphere: 1
Food: 4
Service: 1
Amber Collier
Don't place orders through "Too good to go" here. We placed a "too good to go" order for pick up. As we arrived for the pick up we received a cancelation notification stating there weren't any items available. We went in and saw they still had cupcakes available and asked why our order was canceled. She said she canceled the order because there wasn't anything left as we were looking at more than a dozen cupcakes. We pruchased some cupcakes but left really disappointed for wasting our time.
Atmosphere: 1
Food: 3
Service: 2
Guadalupe Hidalgo
My review isn't based off of the food, more so the policy. I alway have a good experience when there is inventory to purchase. The cupcakes are flavorful and rich. I live about 30 minutes away and make it a point to ensure they are open before making the trip. Well today I got there at 5:30 and the doors were locked. When I called, I was told they had sold out for the day
My recommendation is that somewhere on the site, there should be a blurb that indicates hours of operation are contingent on the inventory. If there is, please correct me.
Atmosphere: 3
Food: 3
Service: 3
Jordan Girardin
The owner is MAGICAL. A great place to bring your business.
Really disappointed with the customer service. I called to ask about an online cupcake order and was met with an attitude. I didn’t realize that the website only allows you to order 24 cupcakes or more online, that was my mistake for missing the thin text. But when I called to ask about pickup timing, the woman on the phone snapped at me saying “it’s BOLD on the website.” First of all, it’s not bold. If you want customers to follow your ordering policy, you should make it much clearer. On top of that, she told me that if I wanted a smaller order, I’d have to come into her retail store and buy it in person which is fine, but that should also be communicated better online. A simple fix would be updating the website to automatically decline smaller orders before charging, that would save people time and avoid this kind of confusion. Her attitude was so off-putting, I didn’t even want to go buy in person after that. As a business owner, treating potential customers like that is completely unacceptable.
Service: 1
Succulent
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Oreo Cheesecake
Highly recommend!
Atmosphere: 5
Food: 5
Service: 5
First off let me say I absolutely love a small business where the owner is there to meet and greet you! The cupcakes were amazing 👏🏾 we can't wait to see you pull up again at Mercy.
Atmosphere: 5
Food: 5
Service: 5
Not sure if we came on a bad day, but I figured since the bakery was just opening
The atmosphere would be great, boy was I wrong. 12noon is way too early in the day for poor customer service, Ms.Cynthia barely wanted to be there, you could feel the energy. I ordered (6) cupcakes which were all dry, the presentation was great but the dryness could use a little more oil. Today was my first time trying cakes by Cynthia, I love trying new desserts, and food spots in the city of Baltimore. Don’t believe the hype on social media!!
Atmosphere: 1
Food: 1
Service: 1
I’ve ordered from here multiple times, the cakes were good but I have to say sometimes details get left out. For example gender reveal cake was supposed to be pink in the middle and it wasn’t, birthday cake was supposed to be strawberry with strawberry filling that was verified with the bakery more than once. So it’s little things like that.. the cakes weren’t too sweet which was nice, and the inspiration pictures are often accurate.
Excellent! Their cupcakes are fantastic
Atmosphere: 5
Food: 5
Service: 5
Mom’s 75th birthday cake and cupcakes were delicious. I found Cakes by Cynthia on IG last minute and she definitely delivered just what I wanted. My birthday is coming up and will be ordering a cake for myself.
Thank you so much for the excellent service.
Atmosphere: 5
Food: 5
Service: 5
I’ve ordered from Cakes by Cynthia for the second time, and once again, I’m beyond impressed! Her cakes are not only beautifully decorated but taste absolutely phenomenal. The attention to detail and flavor are unmatched. The customer service is top-notch as well—Ms. Cynthia is always so accommodating and a pleasure to work with. Highly recommend her for any occasion! Thank you, Ms. Cynthia, for another amazing experience!
~Cimon’
Atmosphere: 5
Food: 5
Service: 5
OMG Cynthia thank you so much. The baby shower (Sunday, January 19th) cakes knocked the guests off their feet. The different flavors had them at awwww..they couldn’t wait to try them. All I heard was this cake is delicious..the baby shower was absolutely beautiful & the cakes added the finish that topped it all..we are forever grateful..Dawn
Now for the crab feast..yayyyy🎂🎂🎂❤️❤️❤️
Food: 5
Service: 5
Recommended dishes: Wedding Cake
Restaurantji Recommends
I ordered two cakes from Cynthia. One was my 30th birthday & the second was my 31st.
When I got my cake for my 30th bday, it was last minute and this shop accommodated me & even delivered my cake. I was extremely thankful and appreciative. Even better, my cake tasted amazing. Because of that, I returned.
Unfortunately, I had the opposite experience. Whoever made my cake at her shop the year before no longer works there.
This year, I dealt with the owner, Cynthia. I was polite whenever I spoke to her, but for whatever reason, she was rude, dismissive, and abrasive, as if she didn't want the business. There was misunderstanding about which cake I was paying for because the price she quoted me DOUBLED in one year. All I did was ask, and not in an accusatory way either. She immediately went off trying say that the cake I sent her a picture of wasn't even from last year because that person didn't work there anymore. Once I showed the receipts from me tagging her on ig, and the dates of our text from the previous year, she then went to talk about the market change and so on. Her attitude wasn't necessary and it was extremely off putting. I had already paid my deposit at that point so I didn't want to go back and forth. I got my cake, which was beautiful and went with my party theme so well. But it was not as good as it was the first time. The frosting was good but this cake was dry.
Aesthetically, I got what I wanted and it went well. But the cake was not good and the service was not either. I've been sitting on this review because of how she responds to other people but at this point I don't care. My friend wanted a cake for her bday and I told her about my experience with Cynthia and she said she might just give it a chance since the cake is pretty, but after talking to her, she said she got the same bad attitude that I got the first time. I tried to say maybe she is just having a bad day, but her energy has been consistently negative and I really don't get it. Its disappointing when you want to support somebody.
Ps (the candles, gold toppers, and bottled are my friend’s additions and did not come from her store)
Additional reply since the owner responded:
Its crazy to have such a twisted view when you're literally not telling the truth. My first cake was December 2023. I reached back out December 2024 and when I explained that and told you to look at our text thread, you got quiet before coming up with the remark about the market. You claimed I ordered a custom cake the year before and that was the difference in the price. Yet there is no difference in the budget friendly cake on your site for $125 and the cake I ordered in 2023. But I let you have it anyway. Then I decided if you're charging more, might as well get the two tier budget friendly cake.
Since you want to die on this hill let me add more screenshots and clarify your statements. The cake IS from the the year prior. There are exactly 12 months between December 2023 and December 2024 (see the ig screenshots where I tagged you sent a warm message, happy with my service and you REPOSTED my story).
Now to your comments saying your behavior was in response to mine (which isn't even how a professional providing a service should respond unless being disrespected — which I'd never do):
1) if I had such a pleasant experience the first time and wanted to return, what reason would I have an attitude or be anything besides pleasant with you when I reached back out?? You came off rip disrespectful and I assured you I wasn't trying to be difficult and liked your services in response.
2) if you were “apprehensive” with the two very short phone calls we had where I stayed calm despite your atitude you didn't have to take the order. I find it funny you say that and still did, and I'm suppose to believe you
Atmosphere: 1
Food: 1
Service: 1
Came in to purchase 4 cupcakes and the cupcakes are actually really good. The customer service is not. Not sure who was there assisting me the owner or an employee however they seemed annoyed when I asked questions. Mind you... it's my first time, first time customer here. Let's be more warm & welcoming next time. Especially when the store is empty answering a couple questions shouldn't be a problem.
Atmosphere: 1
Food: 4
Service: 1
Don't place orders through "Too good to go" here. We placed a "too good to go" order for pick up. As we arrived for the pick up we received a cancelation notification stating there weren't any items available. We went in and saw they still had cupcakes available and asked why our order was canceled. She said she canceled the order because there wasn't anything left as we were looking at more than a dozen cupcakes. We pruchased some cupcakes but left really disappointed for wasting our time.
Atmosphere: 1
Food: 3
Service: 2
My review isn't based off of the food, more so the policy.
I alway have a good experience when there is inventory to purchase. The cupcakes are flavorful and rich.
I live about 30 minutes away and make it a point to ensure they are open before making the trip.
Well today I got there at 5:30 and the doors were locked. When I called, I was told they had sold out for the day
My recommendation is that somewhere on the site, there should be a blurb that indicates hours of operation are contingent on the inventory. If there is, please correct me.
Atmosphere: 3
Food: 3
Service: 3
The owner is MAGICAL. A great place to bring your business.
Atmosphere: 5
Food: 5
Service: 5
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