I'm posting this for a friend. She is not sure this made it to the owner because of the type of response received. Well this way it cannot be intercepted.At approximately 1:40 pm on July 12, 2022 I entered the bakery and was not greeted by August. I wanted to try the wedding cake flavor cupcakes and August continued to rush and talk to me abruptly. She was not patient with me and kept asking how many cupcakes I wanted instead of waiting for me to pick which ones I wanted to buy. I mentioned to her that she was not being professional nor patient and she proceeded to state "I don't care, this business will be mine in 2 years!" I then asked for her name, and when she told me her name she asked for my name. I told her she did not need my name. When I asked for someone else to help me, August stated "No, she can't help you I'm the manager." This experience was horrible and I have never been treated like this before. I asked for a higher up supervisor and she said ... "What you mean the owner!" She was very rude and had a very nasty attitude. All I wanted was a tasty treat during the middle of my workday, but after this experience I will not be returning. I work in Port Warwick at a medical office and word of mouth travels. This will be bad for your business if she continues to treat people this way.
Ended up here by accident because we were waiting on food from a nearby restaurant. We had a large group and bought a few things for everyone to try. We enjoyed everything so much, we went back the next day so everyone could get their own treats. We ended up ordering a variety of treats - so much that we still ended up sharing. We also ended up with lunch the second go round - which was also very tasty. We were in town for the week, and some of us enjoyed the sweets so much, we purchased enough to bring home.
Walked in for a customized baby shower cake. I was super excited because this is my first child and I just love love love their flavor cakes. They were my first and only pick for a customized cake. The vibe was just off talking with her and it seemed as though she did not want to do the cake. Also when I asked for certain details she made it seem like it would be a problem. Speaking with other individuals she has NEVER asked for a full payment usually a deposit and she asked me for the FULL payment. Just completely through me off and decided to not go with her to make my cake which was disappointing especially since I wanted to support a black business.
For the last few years, Scratch has been our go-to bakery. Even after the Hampton location "lost" my son and daughter-in-law's wedding cake and cupcake order, for which I had paid in full and then had to appear in person with my receipt to convince the person behind the counter that the order had been placed and paid for months previously and would be expected for pick up on the morning of the wedding, we still gave them another chance. Recently, I went into the Newport News location to order two dozen mini cupcakes for a birthday celebration. Without anyone looking to verify if they were actually booked up, I was summarily dismissed by the four young women behind the counter in an impolite manner. I'm glad this small, woman-owned business is successful, and it's cool that they're so busy that they can turn away business, but why so rude? Unfortunately, our family won't be ordering anything from Scratch Bakery again.
Disappointed that for spending just under $150 on a cake, they didn’t have small plates? Colors didn’t match what we ordered, asked for vanilla and tasted like almond and the cake seemed dry. Not the same as it used to be. Not sure if the lady taking the order was having a bad day but she was pretty short with us and rude.
When you walk in it smells like heaven! You’re greeted warmly by the professional staff. They have a large assortment of desserts but do not be upset if something is out of stock this place is very popular. The best days to come are on Thursday and Friday. When LaShonda (the owner) competed on the Food Network one of the judges said it was the best carrot cake they ever had. I had to try it for myself and i totally agree!!! It was so moist and creamy it’s become an instant favorite. Everything there is delicious.
CAKES ARE DELICIOUS!! I frequent this bakery especially foe their cake slices. I love when they have a new flavor cake or new dessert on Fridays. You can't go wrong when u come here. Also the staff is the BOMB!! I had the pleasure to meet the owner, she is very friendly, professional and personable. I love this place!!
My brother in law suggested I try Scratch Bakery for my daughter 1st birthday and the flavor did not disappoint but customer service and problem solving did. I placed an order a week before my pickup date with the owner and pointed out a photo from their own previous work and my cake was still made incorrectly. I called there and spoke with the owners daughter explaining the situation and she let me know there wasn’t anything that could be done and I wasn’t getting a refund and there was some confusion when it came to my cake being made although no one called to verify what it was that I wanted. I did not request a refund when I called nor was I rude. All I asked was what could be done in the future if I wanted to order again. She apologized and told me there isn’t anything that could be done. I believe better problem solving skills should’ve been in action. I was not at fault and if you all were confused the appropriate thing instead of guessing should’ve been to call. And for this reason I will not be ordering here again. I suggest double checking your order when you place it because if you don’t they basically tell you your S.O.L.
yall!!! I stopped in randomly while waiting for tropical smoothie & omg, I'm glad I did! I purchased an upside-down cake piece and it was amazing! ahhhhhmazing! the cupcakes looked delicious and they had super cute Easter cookie kits! the store was decorated so cute and was super clean! I'll be back for more anytime I'm close by ☺️
Went in to grab a dozen cupcakes for a last minute birthday celebration. Staff was great and very helpful. Cupcakes were great as well. Will visit again when I’m in town and will be sure to bring my cooler to carry some goodys back to NC.