Simply the best. Hilary and her crew go above and beyond in every way. The quality of the ingredients, the presentation and the service was nothing like I have ever experienced. She worked with me from the beginning to the end. I originally placed my request on her site for my parent's 40th anniversary cake, she called me back the next day to go over the details of the cake design, the flavors I wanted and the size of the cake I needed for my party. The final result was nothing short of incredible, both in the design of the cake and the taste. Rarely do you get both when you order a custom made cake. Hilary was simply a joy to deal with, so fun and pleasant to work with, and in this day and age customer service like this goes a very long way. We are customers for life!
Posted by Denise: Nov. November 16th, 2010 at 5:09 PM
I'm in the events business and work with many incredible bakeries. This bakery was recommended by a few people, so I thought I'd try them out for my sister's shower. I called and got the owner (Hilary) on the phone. When asked if it was a good time to talk she replied "as good as it's going to get". Not the most professional way to start a conversation with a new customer, but I went with it. I explained what we were looking to do and said that I'd like to place an order so that we could try her products. She advised that on-line was the best way to do that. Apparently being customer service friendly and taking orders over the phone isn't something she prefers. So, I went on-line and did just as she asked - I sent an email with the invitation so she could match colors and design. It bounced back saying her mailbox was full - not once - three times. I then pieced my email together in her on-line order form and sent it. I got a receipt saying I'd hear back within 24 or 48 hours, but I never did.
After placing a new order at a bakery I work with on a regular basis that does have good customer service, we happened to be in Newburyport weeks later, so we stopped in. I explained how incredibly disappointed I was in the service I had received thus far and the woman working the counter said that she'd pass along the feedback and my contact info to Hilary. It's been 17 days since then and I still haven't heard from her.
Based on my experience, I would never recommend this bakery to my clients, friends or family. In fact, word of mouth is everything, therefore, I'll make sure all are aware of my experience.
Posted by Shannon: Oct. October 22nd, 2010 at 1:16 PM