I have been going to this bakery for many many years. I have bought speciality cakes for…read moregraduations, birthdays, baby showers, etc. I have referred many family and friends to their bakery. We have moved out of state to FL but my daughter graduated this year and we were flying back to have her party. The party was for 300-350 guests. We had purchased some bakery items through the venue, but I did want the cake and other items from Monzu. Well I called the bakery and explained my situation, and was advised to place the order 2 weeks before my event. She did not want to take any orders over the phone and so far in advance. So I said okay no problem, I placed the inquiry online literally 2 weeks to the day of the event. I did not hear a response for almost a week. Which I was concerned. Once the baker responded, she advised that she could do it but the CAKE wouldn't be as detailed as some of the inspo photos I sent. I was VERY detailed on the theme and gave them full range on details as I know they have produced good work in the past. Well was I wrong. She told me it was big order, so she wanted it placed asap which I did the same day she responded. We ordered a cake, cupcakes, macaroon tower, pretzels, cookies, strawberries, and cake pops. All for almost $400. Which I had no problem paying. She also told me once the order was placed that she could do it all but would not be able to deliver. Which I was like okay no big deal. Secondly, once I got in town, my mother wanted to have everything paid for so we weren't worried last minute and we were wanting to pay in cash. Couple things, we paid early, and the bakery didn't want us to pay cash they wanted us to pay online. Ultimately, it was no big deal but when the day came to pick up, I will never forget the disappointment and anger I felt. Monzu ruined what should have been a joyous day we celebrated with my daugher. The baker asked that we pick up before 12 pm. We showed up at 11 am-11:30 am. Red flags: they didn't have my order ready, the cashier was going to let me leave without half the order, questioned me when I was like where is the rest, didn't believe we paid, she goes to talk with someone and says " oh I am sorry she is packaging up the remaining items". They would bring each item to me individually and they all kept getting worse and worse. The theme was not anything I asked for, the cookies had GREEN AND YELLOW GRAD CAPS WITH BLUE AND BLACK SPRINKLES AND BLACK TRIM. Her colors were black/silver, and hints of blue if needed. Her theme was Victorian goth. Lace everywhere. We got modern 2026 theme style with white blue silver blk. Then we questioned them, they got an attitude. The baker stated that her printer printed the caps that way and yelled to stop saying they were yellow and green, got confrontational w/ my aunt & mom The cake pops looked like rocks. They apparently went sprinkle happy, and I am assuming they ran out of time to do my order, or they forgot. The cupcakes looked like they were from Walmart. Like the premade ones. I would have been better off buying my cupcakes at Costco. The macaroon tower was spray painted a different shade of blue. It was horrific. The party was in 2 hours, I was late getting to the venue, and then they asked to make it right or fix it, but to be honest there was no way to fix that. I literally panicked and walked out of the bakery before I lost my cool, which wouldn't have been pretty. I didn't have time for them to make it right. I called the venue to see if their baker could help, and they told me they would try. So, my mom came out and told me that she asked them to take the cap off the cookies, they replaced the sprayed blue macaroons and called it a day. I also told them to not use white and that's what we got on everything!! I didn't mind for the cake so it wouldnt turn people's mouths black but still. I was late, I had to help set up once I got there, I wasn't even ready when people arrived, nor was my daughter because then were late picking her up. The bakery items didn't match the dessert table theme let alone the theme of the party. I was in tears. This ruined my whole day. Not one sorry when we left except from the cashier who assisted my mom bringing out the items. It wasn't until after the event I checked my email and I did get an email from the baker apologizing, stating she should have never taken the order because she was over booked. She did refund $100 or like 10% of the order, but to be honest I was still in shock how I was treated and the items that I was given. They looked horrible and I will never get this memory back. I will end with this...I will never give my business to Monzu again, and I did share my experience with all my family and friends that came. They all recognized I was off and my eyes were red from crying. Monzu you ruined the whole day that was to be celebrated for my daughter's accomplishment. All of this could have handled in so many different ways. NEVER AGAIN!!
