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Bakeries >Rockwell's Cafe & Bakery
I will NEVER order a custom cake from
Rockwell's Cafe & Bakery again, nor would I ever recommend it to anyone. After frequenting the restaurant several times this past summer, I was always enticed by the custom cakes that were on display behind the counter. As my best friend's baby shower was a few weeks away, I began to inquire with the staff about creating a custom cake for the shower. I was told that all I would have to do is email a picture of the cake I wanted and they would replicate it, easy and simple. So I did as I was told, emailed my picture to their bakery service, and was promptly given a price quote and told to call should I wish to place the order.
My first attempt to call in the cake order was a disaster as the employee who took the call was multi-tasking and not able to give me her full attention. She then told me the computer was down and it would just be easier to place the order in person. When I went in to place my order, it was less painful than the telephone experience. I specifically said that there could be no strawberries in the cake due to guests' allergies (as I ordered the whipped filling which has the OPTION of strawberries) and I was assured there would be none. I spelled everything out to a T and even re-wrote my email address on the paper to ensure that I would have the cake I emailed the picture of.
A little over a week later when I went to pick up the cake before the baby shower, I was shocked. It looked as though they let a 5 year old make the fondant figurines and the cake was awkwardly and distastefully decorated in some spots and absolutely plain in other spots. As once again the place was extremely crowded, I had no other option but to take the cake and run to the baby shower. Once we cut into the cake at the baby shower, low and behold there were strawberries. It was a complete disaster. They gave me a cake I did not order.
I called the next day to complain and spoke with the manager on duty. He told me that he was on his way out to run to the gym and was about to send me to his voicemail before he decided to actually take my call. Very professional. After giving him all my information about the cake order and what I actually received, he went into the files to find my order. Shocking- they had no record of my order. Even more shocking, they apparently take pictures of all their custom cakes once they are finished, but somehow mine was not photographed. If I were them I would not have photographed it either and would have destroyed any evidence of the ugly cake. He took down all my information and assured me he'd look into the problem and get back to me. Never heard from him again.
Huge disappoint and the reason I am writing this review is because I deserved more than a flimsy apology over the phone and at least some answers as to why I got screwed over on my cake.
The place is staffed with several incompetent teenagers and is quickly going downhill. I will be more than happy to share my pictures (both of the cake I ordered and the cake I received) and the pricing that I was charged with to anyone who wishes to see this disaster.
Do yourself and your wallet a favor and do not order a custom cake from Rockwell's Cafe and Bakery. Not only was their customer service a joke, but so was the expensive cake.
As a diner, it's pretty good.
It's a decent, run-of-the-mill diner. Infact, this was a four, low five star value type place for a few dinners we went. The children's menu was $5+ but they charged a $1!! Great... came back a couple times.
However we can on a Friday night and found they went to a very pricey, fine-dining menu. the ambiance doesn't fly with the new dinner prices. The cakes are great if you need for a wedding, et al.
Perhaps the new menu was just for weekends... but bad idea... stick with what you are...
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