In October 2013 I ordered 50 cupcakes over the phone and whilst doing so I mentioned negative reviews I'd read regarding orders being lost and I was was not re-assured by the response, the staff simply went quiet on the phone. Still worried about this I called the day before the party and ... lo and behold ... they couldn't find my order. Eventually located it in the book but said it hadn't gone through electronically so would have been ignored if I her not rung. Again, not great customer service.
When we showed up the next day the cupcakes were terrible. It looked like the apprentice had made them. Sloppy, rough, messy looking. I was embarrassed. This was all a big change from the year before when we got the same super hero ones that looked magnificent.
Three days later we returned to pick up more cupcakes to take to my daughter's school and ... you guessed it ... they didn't have our order. The order was for 30 basic cupcakes like they sell everyday and they asked my husband to come back in half an hour when they had them ready, luckily from the day's supplies. But I would never risk it again for a birthday party. This is a shame given our positive experience with them previously.
And they just don't seem too worried about it.