Sugar Sugar

When I asked my daughter how the cake tasted she responded saying it wasn't that good. I had a bad experience this time, I understood that businesses are busiest during the holidays. But this entire experience was bad. From the communication/lack of response , asking for pictures and not getting the picture of the cake when she said she would send it shortly. Then charging my daughter when I already paid for the balance- and I was shocked at the price I paid for the size. I've ordered her cakes in the past and they were bigger and more detailed but I didn't pay $120.00 and they tasted great. I messaged the night before to confirm my order but no response, not even the next day.

I'm sharing this review for my sister Josie Jasso:We ordered our wedding cake for March 13. It had been bought and paid for since July of 2020. I started calling and messaging Sugar Sugar since March 12 with no response. I was worried because they were the only people I had not heard back from for our wedding. Well the wedding day came and we still had no cake. We called and got ahold of someone at the store who told us our cake would be at our location (because we were having it delivered) by 5:30, mind you our ceremony started at 6 so not good timing. The ceremony came and went and we still had no cake. We finally got ahold of the owner Mallory around 7pm when I Facebook messaged Sugar Sugar to their page to let them know that the wedding was in full swing and we still had no cake. Her response was to ask me WHEN I HAD PAID THE DEPOSIT AND WHAT DAY I NEEDED THE CAKE FOR. I asked her to call me and she did and she explained that the order for our cake was not put in and that we would not have a cake for our special day. I cannot put into words how this made me feel. I handed the phone over to my sister in law and let her handle it because we were in the middle of our dinner and the last thing i needed was to become furious with someone over the phone surrounded by our guests. Apparently my order was overlooked and not put in. She stated to my sister in law that she would be firing the person who was supposed to handle this, not sure how true that it, and she did give me a full refund. Now at this point I have had plenty of time to think about what is going into this review. This would have been my very first order with this bakery, i have never shopped there or ordered from them before. So, my thought is this- We lost a moment we cannot get back. We still got a cake, from HEB and we still had a cutting of a cake, but it was with a cake we did not want. We looked forward to the cake we had ordered. Our special moment was ruined and its now lost. Yes she refunded the money for the cake, but she could have given me a million dollars and I would still be writing this review, its not about the money, its about the experience lost. An experience lost due to someone's negligence. I will not be ordering from this shop again, because now I will not trust that they will get my order done at all. And while she held the person responsible accountable for this, or so she says, she should take responsibility as well. It is her shop after all and she as the owner should be on top of all orders coming and going. So all I can say at this point is if you order from this shop stay constantly on top of them, or they'll forget you ordered from them and not make your order.

Worst bakery! They are rude and unprofessional! Everything is your fault not theirs! HORRIBLE SERVICE!! You don't like their work they don't fix it just block you! Asked for details and pictures says in advance nothing till pick up and wouldn't fix it! DO NOT USE! Unprofessional, and horrible at their job, and Rude! They have ZERO idea what they are doing!

Horrible customer service! And when you complain they block you instead of fixing it. They think it's funny for people to waste their money, instead of fixing their errors! They will even blame the customer and say it's the customers fault. They have ZERO customer service and their work is horrible.

I normally don't post reviews but this is my 5th or 6th visit to this bakery. My friend warned me beforehand but I thought I'd give it a shot anyways. The first time I bought a cake for a friend. It was about $45. When I got there I was so embarrassed and had to stop somewhere else to pick up some cupcakes since the cake was about the size of my hand. The next visit I tried some of the cupcakes. The cupcakes have always been really tiny and have very little filling but I've gone back a couple of more times just to see if anything changes. The amount they charge is outrageous being that the cupcakes I've been getting have only been about an inch thick and have a very little filling. Just thought it was time to post a review since I've been there enough times to try everything.

I went to Sugar Sugar to get a custom cake made. They told me I had to do it online. Ok, fair enough. I sent them an order via email. A few days passed and I did not receive a reply, text, or call. I messaged Sugar Sugar asking if they received my order through Facebook Messenger but only received an automated reply on how to order a cake. A few more days passed and I still have not received a response. I was essentially ghosted by this business. If they are unable to make a cake they should let the customer know so they don't waste their time waiting on a response. It is unfortunate because I have had a cake from this bakery and it was delicious. I'll stick to Janet's Bakery from now on.***UPDATE*** Sugar Sugar reached out to me via Facebook Messenger. They claim their "email is down right now." Today is the day I needed the cake and coincidentally they decided to reach out to me after I posted this review. I wonder why my original Facebook message was ignored? They post often on their Facebook so I know it's not lack of social media presence/monitoring? And why not mention that the email is down when I go in-store and told I have to order online? Perhaps they just found out about it today? At least the H‑E‑B Bakery was helpful getting me a cake today.