Let me start by saying the price they charge was very competitive and they delivered to Lodi, NY (for a small extra fee) which was super helpful. The cake was phenomenal. It was moist and the frosting was fantastic. Truly the best wedding cake I have had to date.
The customer service is what hurt them. Our wedding was at the end of May. We picked out our cake a year ahead of time because we knew what we wanted. During our meeting we discussed specifics and we decided we wanted the flowers mad so we did not have to worry about allergies from real flowers. For some reason it was never recorded and included in the total that way. After receiving a larger portion of responses we realized our total attendees was probably going to be significantly higher than initially anticipated. We called to add some cake to our total to accommodate and received our new total. After more responses we realized our initial order would have been sufficient so we called back to change our order back to the initial order. After getting the new total we realized it was more than what we were told when the additional cake was included. We each called a few times and got snippy responses, including being told the flowers that they would make were not included in the initial total. That is why our total was more. Customer service in my mind is to say "I'm sorry for the mistake, we will honor what we initially told you" instead we got a combative response. We were also told all of our changes were difficult to track. We made one change then reversed it. Not at all complicated. It stemmed from one mistake of incomplete notes that turned into an unpleasant situation. I suggest asking for a copy of the notes and making sure it is detailed to avoid confusion. If they can fix this they would be 5 stars easy as everything else was great. But customer service is huge for me and that is why they got a 3 out of 5.
This review is hard to write because they can improve on the thing that hurt them. Hopefully they do and this review becomes outdated.
Cafe Tanino is a US Bakery based in Horseheads, New York. Cafe Tanino is located at 11 Old Ithaca Rd, Horseheads, NY 14845, USA.
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