Something Sweet by Maddie Lu

VERY disappointing customer service...again.
After a not-so-great experience with them 8 years ago, I gave this bakery a try again for another custom-order birthday cake. When placing the order in person at the store, I shared that I wanted fake diamonds on the cake. Laurie said they didn't have any, so I shared with her a link to a really inexpensive packet on Amazon which would arrive within just a couple days. She put the full charge of these onto the order for the cake and told me I would get the extra ones that they didn't use - great! Well on the day of the party, there were no extra "gems". I was upset and didn't feel it was right that I was never called when these changes were made as I was relying on the extra gems for table decor. (I was told that there was no price difference either.) Instead of apologizing and agreeing that I should've been called, Laurie was rude to me and talked down to me telling me I was in the wrong for hanging up on her employee. She implied that it wasn't that big of a deal. But in my mind it was and I had envisioned things a certain way. Her focus should be on listening, admitting fault and apologizing to an upset customer. THAT is what good customer service is about. It certainly is NOT in Laurie's set of skills. I was treated like I was the problem and that I should get over it.
I will NOT go back.
It was a lovely looking cake, but for the money we paid (over $100), things should have gone much better. I didn’t even get the opportunity to tell her that she got the base color wrong. too. Oh, and if you are still going to order cakes from them, the GF is dry. I don't recommend it. Most of our guests didn't finish their slices. There is a lot of cake in the garbage....So sad.

And in reply to the reply...I know what was in the original pack of gems since I shared the link with the store. There were MANY more. I did not pick up the cake. My husband did. The hang ups were not like Laurie said. She wasn't even the one on the phone. I never screamed and the gal on the other end was not crying nor did she seem upset. I physically can't. But yes, I was stern because I was an upset customer. As you all can see from other reviews, Laurie has been difficult to communicate with. She doesn't listen. She talked over ME. Laurie definitely got her word in and didn't seem to want to hear anything I had to say. Yes, After she spoke over me, Laurie offered to purchase and bring me some. I paused exhausted, and said Sure. After I shared my address, I told her she could drop them off outside the door so that she didn't interrupt the party. She didn't think that was fair as I "upset her employee..." basically implying that she would upset my event. So I shut that idea down. And she continued to be horrible towards me in the conversation which doesn't make any customer want to be kind back.

Yes, she DID drop off some extra gems without knocking. Yay! That helped. But it didn't make up for the way I was treated by her.

Her employees might give great customer service...never had a problem with any of them...but Laurie does not. And it shows in her reviews. And she has conducted herself angrily and on the defense both times I've had any issues with my custom cakes.

Again...a phone call with the gem change would've been all that was needed. And a mere apology about the changes without contacting me would've been great. Upset customers can be easy to take care of.

Food: 2

Service: 1

Their bakery is filled with delicious desserts that are beautifully decorated. I appreciate that even though they have generous amounts of frosting and filing, their desserts aren’t overly sweet. And I love the pupcakes! So did our dog.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Pupcake, Salted Caramel and Cookies N Cream Cupcakes, Cup Cakes

I've only ever had the macarons here and I've gotten the variety pack of 10 each time. They are AMAZING!! Flaky, a light crisp, lots of flavor. Delicious!!!! My only critique is that I wish (!!) that you knew the flavor you're eating. Just a little flavor card or on the bottom of the box or something....some of them you can tell right off what the flavor is and then some of them you can't quite discern. I keep coming back to the macarons, but I do have my eye on a few other things that I will try as well!

Food: 5

Recommended dishes: Macarons

I love the macarons! I'm so sad the other location closed. It's a bit pricey, tho.

Dietary restrictions: A couple gluten free options

Atmosphere: 4

Food: 5

Service: 4

Recommended dishes: Macarons, Pupcake, Cannoli, Box of 5 Variety Macarons

If I could leave a negative amount of stars, I would! Customer service does not get worse than this placeThis Store has the most appallingly terrible people working and running it that I have ever come across in my 43 years. There is zero Customer service skills. I Had a return I needed to do of a variety different things equaling approximately $70. The kids store working, did not know how to do the return and had to message the owner, which was no problem. he could not do the simple math, even though I had the receipt there with everything listed. He came up with a number around $50 and he asked if that would be OK for the refund. I said well, not really because it should be about $10 more give or take(one item was broken, Was made so cheaply that it had broken before I could use it as a gift). That item was $5. so he could not return that he said OK that’s not a huge deal. He’s he said his manager told him that’s all the money he’s allowed to return about $10 less than it should’ve been, like this was up for negotiation? Keep in Mindi HAS THE RECEIPT! I told him it’s OK I’ll come back when the manager is here. Then asked me to leave the store because I was being rude. I was completely flabbergasted because I did not say it in a snarky way. The things he was trying to return he put into a bag. When I asked him for that bag of my stuff back THAT I ALREADY PAID FOR-He started pulling some millennial garbage, and insisting I leave and called security. I was calm I was never yelling. I was not rude or mean, I could not believe how he kept turning this around. I’ve never seen anything this ridiculous in my life. I message millennial manager online and she was more rude than her employee! I just tried To explain I had wanted to return a few things And how her employee was acting. She told me that yeah she had heard about it and I was rude-Even though she would not even listen to what I had to say, and she told me not to come into a store and to never come in there again. All I wanted to do was a simple return. A week later, I had a friend go in and attempt to return these things. And this girl is very quiet, shy and meek. She said she was trying to return it for a friend and they told her she was rude and asked her to leave the store!!! We have never seen this kind of BS with management and employees. Do not go into the store. They have no idea what they’re doing And are very entitled and if you try to return anything, they will kick you out of their store and call security. I guess that’s an easy way out because all the little things there are complete junk and break as soon as you touch them. This young lady running the store should not be in charge. She knows nothing of retail or customer service and she should be barred from being able to be in charge anywhere ever. The way the employees and she acted is something you see on TV. It was unbelievable. That to say, I would highly recommend NEVER BUY ANYTHING FROM THE STORE OR GOD FOR A BED INDICATOR OR SOMETHING FOR YOU. Buyer beware!!!

Atmosphere: 1

Food: 1

Service: 1

Something sweet catered for our wedding and did an amazing job!! They were so helpful and even came to set up the desserts, we’re so happy we went with them!

Atmosphere: 5

Food: 5

Service: 5

We chose Something Sweet to cater for wedding and FLAWLESS. We thought we over ordered, but with our small wedding cake, plus cupcakes and macarons, wr only had 12 vanilla cupcakes leftover. Everyone snatched up the macarons and cupcakes. The wedding cake was gorgeous and hit the design right on the head.
Let alone the desserts are just delicious. I haven’t had a bad flavor yet! They are a staple if I want a sweet treat and I’m on that side of the river! Will definitely cater/order from them often!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Macarons, Wedding Cake

The vanilla frosting is the best!!

Atmosphere: 5

Food: 5

Service: 5

Super nice shop. Fabulous eats

Atmosphere: 5

Food: 5

Service: 5

Picked up a cake I special ordered for my daughter’s 1st bday on a different bakery. Writing was crooked and didn’t look good. When I asked if it could be re-done or fixed they said no, had other more important orders to deliver (weddings). So I left and I started calling places to see who could fix the big cake for me. Landed on Something Sweet by Maddie Lou.
Laurie (Maddie’s mom) answered the phone, asked me what happened and after I told her she didn’t think twice, told me to send her pictures and head her way… she would help me! And boy she did! She didn’t have decorators at the time but as you can see, she printed an edible image and made it look like a frame, the cake looked amazing! And the best part of all, she refused to charge me at all. And THAT is how you treat a customer! So glad I found this place! I will be forever grateful and will be their customer from now on! Thank you Laurie for everything you did for me. You were GREAT!

Service: 5

We chose Something Sweet by Maddie Lu to cater the desserts for our wedding, and they made our dessert table dreams a reality. From the first tasting to the beautiful display on our wedding day, everything exceeded our expectations. We couldn’t have been happier with how it all turned out and would highly recommend Something Sweet by Maddie Lu for any of your dessert catering needs.

Food: 5

Service: 5

We ordered our wedding cake from Something Sweet and not only was it delicious, it turned out exactly as I had hoped and was so cute! They were so easy to work with and I cannot recommend them enough!

Food: 5

Service: 5

Cute place. Loved the cookie and cup cakes I got.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Sampler Pack, 6 Pack Cupcakes

$5.50 price for a small cupcake, even though the flavors are great, they are not worth the size!!

Atmosphere: 4

Food: 5

Service: 4

Just went and tried the croissants and they are hands down one of the best pastries I've had! Highly recommend ?

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Cannoli