Scratch Bakery

Customer service sucks. I came in 10 minutes before they closed but the sign still said OPEN. We were new to the place and they could care less about being helpful with helping us make a decision or giving recommendations. Their main focus was on what they couldn’t do or what they wouldn’t have ready. We didn’t buy from here due to poor customer service, and I’m pretty sure one of the ladies there was the owner.

I’ve only had cupcakes from here. Bought a dozen of assorted cupcakes for a birthday. Too much icing for me, I don’t think it’s too sweet just way too much. Most of the cake was bland. Dirty Wedding cupcake was pretty good but the rest were nothing to talk about. Customer service was excellent, but I didn’t go on a busy day.

Meh. I got their mid afternoon, and there were literally 2 cupcakes in the case, and decent selection of pieces of cake in the other case.
The cakes were good, but all tasted like they were made from a mix. I bought a slice of coconut cake, and the only coconut was on the frosting. The frosting was also way too sweet, so you couldn’t even taste anything else that might have been going on.
I also bought a slice of strawberry cake. Looked (and tasted) like the box of «strawberry» Betty Crocker cake mix from the grocery store. The frosting was also way too sweet.
Not impressed, and definitely not worth $ 15 for two pieces of cake and a very small (overly sweet) cupcake.

I will never order a cake, cupcake, any dessert from anywhere but here. Best I’ve ever had and I’ll go anywhere for cake. Cupcakes and cakes are so moist and flavorful. Frosting smooth and delicious, not the ‘oily’ taste. Lots of other fresh dessert and lunch choices that change almost daily. Great staff which says a lot about the owner. This is a gifted group!

Like other Unilocalers have said: if the display case is empty, they can ice a cupcake for you upon a request. I think this is absolutely insane. Why not keep the case full, or at least one or two of each available?
I find the icing to be excessively sweet, but I do enjoy the apple turnovers (they’re amazing, flakey and not over the top). Some of the girls who work here are charming. It all depends on when you come in and who you speak with.
I’m still searching for the perfect Hampton Roads cupcake. Any suggestions, feel free to message me!
Update from ³⁄₂₅:
I just went into Scratch with my son. He’s 2. I was disgusted by the customer service issues I saw. I understand that it is a busy weekend, but I believe that when it is busy is when customer service is the most integral.
There was a box of cookies on an Easter table filled with baked goods labeled with prices. A customer reached into it to take out a cookie and was snapped at, the employee saying the cookies were weren’t for sale. Why would they be there?
I asked for a cookie for my son– I was told earlier this week to go there Friday afternoon for Easter cookies. I was told there were none left and the salesperson walked away. I asked for a cake pop and gave a different counter person a $ 5.00 bill. She walked to a different saleswoman at the register with my cash. The woman at the register said loudly «whose cutting the line?» when given my money.
Keep in mind the following thing Unilocalers: I wasn’t cutting a line. I’m a customer. This person is in sales. She should have stopped here.
I glared at her, she saw my son, and said, «Oh now, it’s okay to cut because you have a child.» Her voice was sarcastic and biting, and more importantly confusing. What was she even talking about?!
I got my change and left.
This bakery is small. All the patrons were able to hear the childish and inappropriate comments being made by the woman at the register. If the baked goods were amazing, I may come back despite the poor customer service or even send my husband in! I live in the area and it is comvenienvt. Sadly, the cake pop was not worth it and the customer service is just as stale.
Moving on to what was recommended to me, wicked cupcakes in Williamsburg!

My frosted brownie was pretty good. Went in hoping they’d have pastries too but they have quite a small selection. Huge portion size though for their bars.

This little bakery is going to be a staple of mine while I am here on the east coast. Went there last night 20 min before they were closing and the owner called me «sweety» and was very patient with me. I had her personal favorite the lemon cupcake, grabbed a red velvet cupcake and the layered mousse bowl. Everything was great! Cupcakes were moist, sweet and light, but the layered mousse bowl is to DIE for. It has 4 layers of mousse with oreo crumbs in between and a brownie base? I think so! Next time its the carrot cake loaf.

Ordered a bday cake for a Freind. first time here! The place was crowded with pick up orders and walk in orders. Tasting the cake this evening I understand why. if your a cake lover and live in Newport News and HAMPTON… give these folks a try

Customer service is terrible, was supposed to pick up the cake at noon, after getting there, the cake was not ready. After a 30 minute wait, I recieve a cake that looked like something from a pre K class project. I informed the owner that I was not happy with the cake, she told me there is nothing she could do. Asked her to correct it and I was given an attitude like she was doing me a favor. The cake tasted worst then the cold cakes you buy pre-​made at Food loin (flavorless and dry). I will not return nor refer anybody to this place

What a great place!!! Inviting, fun décor! Smiling friendly faces welcome you as you walk in! And oh my the smell of that place is like heaven! Everything is delish! From there lunch items to there customized cakes! I go there for any occasion cakes and when I want a treat for my self! It’s great to have a local bakery that tastes great!

This place does cupcakes right! We are addicted to bakeries so are very picky about our sweets. The cake is moist and the frosting is just sweet enough. They have daily and seasonal flavors and each cupcake had a distinct taste. The strawberry one was the best. We purchased a cake to take home and it was still fresh the next day. They support the community by bringing their cupcake van to charitable events and donating a portion to different causes. A must do if you are in the area!

First time I stopped in to ask about a cake for a 1 year old birthday, I ran into the owner who was visibly irritated I wanted a discuss a specialty cake as she curtly informed me she had a delivery and I’d have to wait. No problem, I just wanted to taste a few cup cakes. I didn’t need the cake for 3 weeks, everyone has a bad day, I chalked this up to deadline stress and thought no more of it.
Returned the next day with my husband after tasting some descent cupcakes and selecting a flavor. As I described the cake I wanted, an 8in round cake with a fondant train in their cookie dough flavor. Despite my efforts and verbalized budget of $ 65 – 85, I was unable to nail the girl down to an exact price. Turns out a flavored cake is a $ 30 up charge and fondant work starts at $ 60. So my 8 inch cake, for an intimate family gathering of 8 – 10, for a 1 year old child that doesn’t know what is even going on, came to $ 140 — which wasn’t totaled for me until she had my card at the register. I’m from NYC, and my wedding cake didn’t cost $ 14 a serving.
First thing in the morning, feeling ripped off, I called to cancel the cake. I was laughed at, heard her mumble ‘of course’ under her breath and informed that it is not their policy to accept cancellations. So they were going to charge me for a cake they hadn’t yet started to make. Another individual got on the phone and said she’d spoken to the owner and they’d make an exception since I’d placed the order only the day before, but she chided me that in the future they would not be able to be that nice. I coldly informed her that this would not be a problem.
I work hard to frequent local businesses, I even expect a higher cost — as their operating costs, I know, are higher than their corporate competition. But, I find their prices outrageous and iffy customer service abhorrent.
I give two stars for ok cupcakes, but I certainly will not be frequenting this place again. Purchased the birthday cake, and a subsequent baby shower sheet cake, elsewhere. Oh and even the sheet cake didn’t cost me $ 140 at the other bakery.

I bought two cupcakes from here: the hidden treasure and ultimate chocolate both were okay, the icing was good but the cake was dry… Definitely disappointed

Scratch was chosen by my client as we worked to plan her 40^th birthday party. I’m the owner of A Day for You Events. They held a tasting and my client was so impressed with their flavors that she ordered a cake and an assortment of cupcakes that were unbelievable! As an event planner, I was impressed with their communication during to process, on time delivery and set-​up. I highly recommend Scratch Bakery.

This place is right around the corner from me, so I have been there a few times. The interior is very cute, reminds me of a play kitchen for princesses. However, seating is not very inviting: They have plastic chairs and two big tables. You would have to share the table with other people when it gets busy. I try to sit outside overlooking Styron Square, weather permitting.
They have a good selection of cupcakes. Don’t let the empty display fool you! They can usually make the requested cupcake fresh on the spot. Just ask! I have never had their cakes and other goodies, so I can’t really comment on that.
Now, I have to agree with some of the comments on customer service: It has not always been great. Especially one lady (which I assume is the owner) should be a good role model for her employees. Smile!
I also wish they were open on Sundays. What’s better on a lazy Sunday afternoon than having a cupcake and coffee?

My wife and I were skeptical about going to this place after reading the bad reviews about their customer service. We walked in on a Saturday right before closing time and the two workers made no attempt to hide their anger about having to deal with more customers. As we walked to the front door, I can see a worker inside throw her arms up in disgust and turn back to the woman behind the counter and say something. When we opened the door, we heard her say that «she can’t take much more of this». My wife and I didn’t move further than the door because we were surprised and disgusted at the way they reacted just because of our presence. They explained that they are closing and we left. We will not be returning.

We called this morning to do a wedding tasting. We were told that they would set aside some cupcakes and it was okay to come in at 6pm as the person would be available to do a formal tasting. We arrived promptly at 6pm as that is the time we were told to come. We were told that they don’t have anything for us, and that the person did not prepare any cupcakes. They did offer to sell us anything in the case, but when we are prepared to drop about $ 4000 on a wedding cake and cupcakes, we definitely expect a higher level of service.
So, anyone have a recommendation for a place that does cakes and cupcakes for weddings?
If I could give a negative star rating I would.

Scratch Bakery is the best cake place in town! They did a 4 tier cake for our wedding. The owner was professional, friendly, and keen to our vision. Not only was the service great her staff was respectful and knowledgable. Everyone at the wedding raved about the strawberry layer of the cake! I’m very happy Scratch Bakery was apart of our special day! Thanks so much!!!

I stopped in to taste a cupcake since I’m shopping around for the best taste and price for my son’s first birthday cake. I tried the triple strawberry cupcake. It was moist and delicious! I can’t wait to try more. Definitely recommend! My 5-​yr old cousin that was with me recommends as well!

I was in the area and noticed the store and decided to go in. Cupcake frosting was too sweet, and cupcake was a bit dry. But overall it was ok. I definitely have had better tasting cupcakes.