OK Sugar

I chose Sugar for my wedding because I knew the owner from working at Sunglass Hut and I wanted to support their business. My wedding was a formal military wedding with over 200 people. We ordered a wedding cake, a groom’s cake and a sheet cake (for the extra guests). Throughout the ordering process we never got a clear price quote. It was difficult to get in contact with the bakery, but since we live out of town it never set off any warning bells for us.
On the day of our wedding the cake was dropped off by a delivery person who deposited the cakes at our reception hall and left without checking with any of the reception staff… this was the beginning of the train wreck. We arrived to find a wedding cake with a large unsightly crack in the fondant on the left side of the cake and the bow (the only decoration) was literally falling off. It was being held on with a toothpick!!! By the time the wedding started the bow had completely fallen off the cake; no one even tried to fix it because it was so poorly secured the first time it would have just made it worse. My husband called and demanded that someone return and fix the cake… the Sugar employee Josh said someone would come back. No one ever came. LIE number 1. The second problem was the grooms cake. I ordered a carved cake in the form of the plane my husband flys… we got a sheet cake with a laminated picture of what I had given them to design the cake. If I had wanted that I would have gone to Wal-Mart…probably wouldve gotten better help there too. LIE number 2.
The Monday after the wedding my husband called again to inform management (he spoke to Josh) that no one had fixed the cake and that our order was incorrect and we wanted our money back for the grooms cake. They charge more for a «carved» cake. After discussing these issues we were supposed to get a call back from the manager… we never did. He called 2 more times giving a week in-​between calls with no response. Finally I had one of my bridesmaids give it a try. This is where it got interesting.
My bridesmaid brought up the same issues and the fact that Sugar was ignoring us. The same employee, Josh, was still not forthcoming with any solution so my friend finally pointed out that we had been ignored for over 3 weeks. When she brought up the grooms cake she pointed out the fact that we had been lied to. This flustered the employee to the point that he said quote: «hold on, just let me f*cking figure this out.» he immediately realized he had done wrong and offered us 100 dollars back for the grooms cake. All we really wanted was an apology for messing up our wedding day
As of writing this, almost another two weeks later, we still haven’t received either an apology or a check for the extra money we paid for a «carved» cake. I expected more from a bakery recommended directly by the owner’s friend. I would only employ Sugar if you enjoy crap service, getting lied to, being cursed at by their staff and overpaying for a product. Do yourself a favor and pass on this business, it’s worth your time to find somewhere else. They only care about your money, which they will want up front.