Address: | 11 St Mihiel Dr, Delran, NJ 08075, USA |
Phone: | +1 888-887-1335 |
Site: | lmbakery.com |
Rating: | 4.6 |
Working: | 6AM–6PM 6AM–6PM 6AM–6PM 6AM–6PM 6AM–6PM 6AM–6PM 6AM–1PM |
ME
Melissa Uldschmidt
Very disappointed customer! My family and I have been customers of L&M for over 15 years and purchase their cakes for every occasion! We usually LOVE their cakes, especially their buttercream icing! Yesterday, we ordered a simple birthday cake and were shocked at the writing on the cake as well as the taste of the cake. I am not trying to be rude when I say that it looked like my 4 year old son did the writing, and the cake was incredibly dry, possibly even stale! I elected to utilize Social Media and posted to the business Facebook page so that I could share my photo and my sadness over this. The post stayed up for about an hour, and several of my friends were commenting on it-- until my cousin asked me why I had deleted my posting. I checked back and realized that L&M had actually deleted it off of their page. I decided to re-post the photo asking them to not delete it again, as I was not trying to be rude, but I was just trying to use social media for its purpose and that was to provide my honest feedback. Here is where we both got the most upset: My Mother then called the bakery on my behalf (since I am working) and spoke with a manager, Chrissy. My Mother told me that she was reprimanded by Chrissy for posting to Facebook and that Chrissy offered her to bring back the uneaten portion of the cake and she could have a portion of her money back. I was very dissatisfied with this considering I was the one who posted to Facebook, not my Mother, and that I work in customer service and know that this is not how a customer should be treated. I was also shocked that they would ask us to "bring back the uneaten portion for a portion of our money back." That seems a bit catty to me, not to mention insulting. I decided to call the bakery myself and spoke with Chrissy and asked her if she had the conversation with my Mother. She agreed that she did and when I asked her if she yelled at my Mother about the Facebook posting, she began to speak over me and I felt that I did not have the opportunity to speak with her or explain my concerns with their product or their interaction with my Mother. Chrissy then went on to tell me that she did tell my Mother that she would "appreciate if we didnt blast their small business on Facebook" and my response to her was that I did no such thing! I simply posted a photo of their product with my honest, respectful opinion. I expressed to Chrissy that I wanted to speak with her boss, if possible, and I was told that I should call tomorrow to speak with John, the owner. I will certainly reach out to John tomorrow, not only about my dissatisfaction in their cake, but also the way my Mother and I were both treated by his manager, Chrissy. I would never speak with a customer in such a manner that we were, which seemed like the intent was to make us feel like we are wrong for providing our feedback. Very, very unhappy with the product and now with the customer service
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A Private User
I want to share our experience in hopes that others will be saved from the same disappointment. We ordered a 3 tiered $120.00 cake for a 1st birthday party. The design was not exactly what was ordered but beautiful non-the less. An employee put the cake into the car; no special directions or instructions were given at that time or prior to picking up the cake. As the driver, I can say I drove exactly how anyone with a $120 cake that is a gift would SLOW & CAREFUL...despite this when I arrived back at the house the top tier of the cake had slide off and was smashed in the box. My sister, whose daughter I brought the cake for was understandably upset but determined to not let it ruin the day. We pieced what we could back together and covered it with icing. When my sister called L & M the following day to tell them what happened, not to receive any financial compensation, but to let them know they should warn customers that this can happen, she spoke to the manager Christy who was not only unapologetic, but down right rude. My sister was told if was not their responsibility and insinuated that the driver was reckless. She went so far as to question the fact that the cake was picked up in a BMW, which must mean the driver was careless. Buyer beware- the cake was unsupported, poorly packed and no warning or directions were given, but that’s not their fault…buyers beware!
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Nicky G
First off L&M Bakery has the absolute best donuts and great cakes, their ice cream cake is amazing. I have nothing bad to say about their food, in fact, Ive never found better. Now for the low rating. It seems there has been some sort of change at L&M and some new faces are behind the counter. They apparently havent been taught how to handle customers. I went in there recently with my young son, there were only two other customers, both being waited on. I went up to the counter and waited my turn. Well the first time the girl walked by me and went to a customer that had come in after me I said, "okay, maybe she thought I was being waited on". But when it happened a second and then third time Id had enough. This is after raising my hand and saying me to the second girls "Whos next?" to which I was ignored. Since I had a young child with me we simply left, I dont believe in making a scene, especially not in front of children. Management needs to retrain their people or risk alienating long term customers such as myself. I have never felt so unnoticed in my life.
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Valeria Dalton
I luv the frosting. Each year for my birthday I order myself a cake with lots & lots of fulI roses. I put this on the order sheet. The decorators interpretation of "lots" was 4. Really??? Each year ( for the past 3 or so yrs) they manage to upset & frustrate me by not doing what I ask. Insanity. For this they get one star for not following directions & setting in motion what started off as a bad birthday for me. My mother always bought me a bakery cake for my birthday since I can remember. I have fond memories of this day. Its something about picking up the cake that sets the tone for the day. If my cake is not right then everything else just follows suit. I just have to find another bakery for my birthday. SMH.
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Dennis Davis
We recently used L&M Bakery for our wedding cake and were not disappointed. We came into the bakery a few months before the wedding to speak with someone about a wedding cake design. We spoke to a couple staff members and after a while, my wife located a picture of a cake that she loved online. We emailed the picture to L&M and they printed it out an made a couple of adjustments and that was the last time we spoke to them before seeing the cake on the day of the wedding. The cake was amazing and looked EXACTLY like the photograph we provided. And it was delicious! We had so many compliments on the cake! Thanks L&M!