Mediocre customer service, HORRIBLE management- ZERO stars. Ordered and paid for a cake online that my sister was to pick up at this location (Dad's bday). Upon arrival, she was informed that they did not have any record of my order but after providing the confirmation email with order number, the employee called the manager and they realized that the order was received on his computer (kept at a different location) but never forwarded to the store. Apparently this had happened to three other customers throughout this week. They said she could select a premade display cake but she was not offered to have it inscribed. I was able to reach an employee in store who was apologetic and as helpful as she could be. Advised that she needed to call the manager to approve a refund. Via my professional background in hospitality management, I advised her to let the manager know that if he took issue with my request for a refund, he needed to call me directly and not use her as the middleman. Surprise, surprise, he had HER call me back multiple times- 1st agreeing then declining the refund. I again told her that if he took issue with my request, he needed to call me personally as it was highly unprofessional for him to be communicating through an employee. She called me for the final time (clearly uncomfortable) to advise that he was refusing to give me a refund unless we returned the replacement cake that my sister selected out of necessity as she was en route to my dad's birthday dinner immediately after. I ended the conversation by letting the staff member know how utterly unacceptable it was for him to expect me to pay full price for a cake that was neither the flavor nor the design nor the inscription that I ordered and pre-pay for. The fact is that the cake that the store had on hand would have been there whether or not I got the cake that I paid for so they weren't actually compensating me for the ridiculous mistake that they made at my expense. Whether ego or incompetence was driving, the managers poor communication and decision-making, we will not return and certainly DO NOT recommend. read more