J
It pains me to write this review because we LOVE their cupcakes and have NEVER had an issue. Owners and workers essentially know us and know our go to cupcakes because we frequently stop in for cupcakes.
My amazing wife and kids went in to order a surprise birthday cake for me which was to be ready for pickup between 11am and noon on the morning of my birthday (1/26). My wife arrived shortly before noon and was told they just finished frosting it and to put it in the fridge immediately when getting home. When she got home the cake was ruined.
My wife called but due to work schedule my wife was not able to go back to try and resolve the issue so after the surprise had already been ruined I offered to go back to handle the situation.
Immediately upon seeing me the owners/workers apologized (as they recognized me as they always do) and upon seeing the cake they immediately said it was not fixable (which my wife and i knew to be the case). They offered a refund which I was happy about and I said instead of another cake i will just buy a few cupcakes. However, the refund and an apology was essentially the only resolution even though they were fully aware that this was now a ruined surprise that my kids wanted to get me that said "happy Birthday Dad".
On one hand you may think, we got a refund so no harm done but i disagree. If a customer orders a cake and it is scheduled to be picked up between a 1 hour span the cake should be ready for the customer to be taken home at that time. The cake should NOT be finished up in the latter half of the pickup hour. The cake was CLEARLY still too warm and should not have been given to any customer like that.
In this situation I feel an apology, refund, and at least one or two free cupcakes (when I asked to buy 6 cupcakes after the cake they gave us) as a good faith offer would have been the minimum proper solution. Instead they simply gave me the 6 cupcakes I paid for on cardboard and wrote Happy Birthday Dad in frosting on the cardboard.
UPDATE: 2/12/2021 - Apparently there are new owners and this change is fairly recent. While the new owner didnt have anything to do with the situation, they reached out as they were in transition at the time this happened. All i can say is OMG, the new owner Dr. Brown is great. He definitely understands what it means to value the customer. We had a great conversation and upon his request I went back in so he could look me in the eye and apologize in person for my surprise being ruined. While this was not of any fault to him, he felt bad and wanted to make it right. That right there would have been enough for me but he went above and beyond that. Needless to say knowing that Dr. Brown stands behind his business and is appreciative of his customers, I will definitely be coming back.