The Reese’s Pieces Cookie Cake was absolutely amazing!!! It was fresh and delicious and we couldn’t stop eating it!!! The customer service was also fabulous. This company went above and beyond to answer my millions of questions and to make sure that I received exactly what I wanted. Thank you!!!
Cookie cake itself is superb. Just need to work on customer service. I will recommend ordering online and not talk to the store because they can be rude. But the cookie cake (Triple oreo) was amazing. Also, try to order on colder days so if there are delays on the delivery, it will still arrive with icing intact and not falling apart. I will order again online and it was my 2nd time ordering. My boyfriend loved it (Peanut butter cups).
I ordered a cake last minute on Christmas Eve to be picked up the day after Christmas for a friend’s birthday. I contacted them the morning of the scheduled pick up to to confirm. They said it would be order the next day since I ordered last minute but they made last minute accommodations for me which was very kind and generous of them. I was able to surprise my friend and we enjoyed the very delicious cake! Appreciate this company’s kindness during the holiday season.
I would love to be able to review the actual cake itself, but despite ordering from The Cookie Cake Company over two months ago I have never received any of their products.Some friends sent me a sizeable gift card after I received life-altering medical news. I placed an order for the cake of the month club on October 16th. I never received a cake, but in mid-December customer service reached out about my experience. I told them I didn't get my order fulfilled. They offered me a free cake, then didn't respond to my emails again for two days.I reached out again and asked for a refund and they told me it was the holiday season and they needed a week to 'update me on information about my order.' I said that I appreciate they are busy but I placed my order well before the holiday season and all I want is a refund for my friend now. They told me I would have a cake by the end of the week. Fine, whatever, all's well that ends well. Friday came, then Sunday came. Still no cake.I got an email yesterday, Monday, saying that my cake was being hand-delivered by the end of day. It's Tuesday currently. No cake.At this point I wouldn't eat one of The Cookie Cake Company's cake if it contained the antidote to the poison I had just ingested. I just want a refund. I've spent a lot of time this year battling with my health insurance company. This experience felt on par with that.
It takes a lot for me to write a negative review, but by the looks of it, I'm not alone in being baffled by how terrible this company's customer service is.We ordered a cake in July for a birthday in August. Long story short, it never came, we never heard from the company, and they didn't bother to reach back out to me, so I called them. I was given a sickly sweet answer over the phone, emphasizing that they are a small, family-owned business, and they wanted to amend this. We were promised a replacement for the cake. Okay, great.Only, we never got an email for shipping. The replacement never came. We also never got a reply when I asked about when to expect the replacement days later. I had to call again, and yet again, a promise of ANOTHER replacement, but this time they want to upgrade the cake and give us a gift card to the company. All of that? You guessed it, never came.More emails sent, more lack of response, more calls by me.BY THIS TIME, the FIRST cake, the original cake, arrives after days and days lost in transit: a nice hot box of melted garbage that was swiftly discarded.On the latest call to the company, I understandably requested that we receive our money back. Only to be told that they were submitting a claim to UPS for reimbursement so that they could get paid back first, then I could be reimbursed. I'm sorry, what? You need to refund your customers.Here we are in November. I sent one last email, asking about the reimbursement. The response?:"Per UPS policy the claim has to be done by the receiver first, have you put through a claim with UPS?"
Ordered a cookie cake to be delivered to Michigan. We ordered it for two days in advance from when we needed it, august 25th, like the website said. It came in on the 27th. The cake was ruined. It was just a cardboard box with 5 lunch box ice packs in the box which were hot. The cake was ruined and smashed. We understand that it was most likely UPS that ruined it, but we would’ve thought they would have packaged it better and had a better form of keeping the cake cool. Especially for the price you pay for these cakes. We needed the cake as a birthday gift and we were forced to just throw it in a bowl because it was no longer visibly recognizable as a cake. Tried to contact the company through Instagram, email, and phone call and have yet to received a response. Disappointing experience.Order number: #2798 and under my girlfriends name. Although the cake was wrecked. Still tasted unbelievable and that’s a plus!
Very disappointed with this company. I ordered a cake (cost $70) for a family member's birthday - from what we thought was a reputable company. While it is not customary for me to post reviews, especially negative ones, I feel compelled to write this so what happened to me will not happen to others.I placed my order well in advance, accounting for extra time in case of shipping delays-a week later I never received the cake. I emailed the company and was told it was a UPS-related mistake. The cake finally arrived a week and a half late - missing the event it was for. I was willing to let that go as we were excited to try it. When we finally got the cake, the box it was delivered in was saturated. I opened the box to find one warm, melted ice pack with a very sad-looking cake. Still hopeful, we tried one bite of the cake and were completely disgusted. It tasted extremely stale and we threw the entire cake away. All sales are final so no refund was provided. Please be aware of the falsely advertised product as the pictures below provide a more accurate representation of what to expect from this company.
Going to make your cake purchasing simple. This company is very unprofessional. They are selective with their service. This is my second year purchasing a cake from them. My first year in 2020 I had the best experience and was thrilled to order again the next. Unfortunately the cake arrived a giant slosh there was no insulation or cold packs within which most companies would usually incorporate when they have a delivery service. The first year I ordered service was great this year it was not. I wasn’t upset because mistakes happen. But the owner was very disrespectful and didn’t offer any apologies or own up to the companies fault on packaging. No refund was even offered. So if you want a chance of roulette or a headache order here.
This is probably the first review I’ve ever written for any business. Ordered from this place last year and loved the cake we received. This year, for the same special occasion, ordered the same cake and received a pile of mush—it was completely inedible. The packaging is NOT suitable for a cake; last year there were ice packs and more insulation. This year, the UPS guy handed me the box and I could already tell it was seeping through. No insulation, no cooler packs. Just a cake in a box in the back of a delivery truck for hours in the middle of summer. But by far, the part that is most frustrating is the lack of accountability and professionalism. The problem was never addressed and the owner took straight to insults.Update 7/20: Their response here is what I encountered when first contacting them upon receiving their “product”—unprofessionalism at its finest. No attempt to see what went wrong or resolve the issue, just use the “small business” plea as an excuse for poor service then insult the customer… not a smart way to do business when you rely on the internet and word of mouth.
I’ve ordered two cakes from this company. The process was frustrating both times. They don’t notify you when the cakes are ready go pick up (oh yes, they say “click on the link in the email) but it is never updated from “processing.”The second cake I ordered I paid $20 extra for some additional bells and whistles. They took my money, did not include any of the add-in’s. This was disappointing. So I emailed them and asked for a refund. No respsonse. I called, and they promised to refund me the money. Never happened. I emailed again. Totally ignored. I called again - no one picks up. Apparently my phone number is black-listed now.It’s too bad that they were so willing to lose a REPEAT CUSTOMER over $20. Worst of all, the cake wasn’t even that good! You’re better off sticking with any of the many friendly bakeries in JC.