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Business Profile

Bakery

Surprise Cake

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/18/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a birthday cake from Surprise Cakes, order #***** on 6/2/25 to be delivered on 6/4/25 to my daughter in *******. I paid $67.49 for the 4 inch cake filled with gumballs. When the cake arrived, it was incorrect and filled with chocolate. My daughter can not eat chocolate. I reached out to the company to either resend the cake or to discount it. Their reply was to give me a discount on future orders "to make it right". I informed them I did not want a discount on future orders I wanted them to make this order right. To which they once again replied, the only thing they were willing to do is offer me a future discount. At this point I will never order from them again. I did not receive what I ordered and I want my money back since they refuse to correct their mistake.

    Business Response

    Date: 06/24/2025

    Hi ****,

    I want to reiterate how sorry we are for the mix-up with your order, please note errors like that are extremely rare. I do however understand your frustration and issued you a partial refund. I also emailed you separately to confirm this. We truly appreciate your business, thank you very much. 

  • Initial Complaint

    Date:07/25/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered product and paid on July 8th for birthday delivery on July 20th. Product has yet to be delivered. I would like a refund. I have been trying to contact the company for 2 days. They have no phone number and only email chat that no one answers.Please help. Thank you. *************************

    Business Response

    Date: 08/22/2024

    Hi *****,

    We are so incredibly sorry for any frustration that you may have encountered after you placed your order. As we previously communicated via email, our system initially flagged your order because the street name was missing from the shipping address. To prevent your order from going to the wrong address, we put a hold on the order and contacted you right away. As requested, we issued you a full refund, on 7/27/24 and you should have received your refund confirmation email and refund from us. We appreciate your patience with us in making this right for you. 

  • Initial Complaint

    Date:05/22/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have tried to reach a person on several occasions by mode of chat (which is the only way to reach a representative) in this company to inquire about my order. confirmation number 05H8WYEIJ. I placed on 5/17/2024. After multiple attempts and no answer I ended in the BBB website and find out that there have been other people with the same experience. I trusted this company to deliver on time with son's birthday cake and no even a response. Today I was able to find a phone number and of course I have to leave a message because no one responded. At this point I have conceded to the fact that I will no be getting the goods I purchased in their website so I am requesting a expedited refund. thank you

    Customer Answer

    Date: 06/02/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *******************

  • Initial Complaint

    Date:11/07/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Oct 31st I purchased a birthday cake to be delivered on 11/14/23 . After puchasing the item there was a confirmation number on the purchase screen but I never received an email confirmation as all other companies do. So I reached out on 4 seperate occasions making sure we good for the order place and set for the delivery date by email, 1 message through FB and called 2 times all from 10/31/23 through 11/6/23. No one responded to any requests . I sent a final request canceling my order and requesting for a full refund on the evening of 11/6/23 for failure to respond and providing confirmation, its poor business practice and you can't even speak to anyone. I don't trust them or the product at this point in time. They Still have not responded and have not refunded my money. I have given proper notification to cancel as well. This place is a scam and should be shut down.

    Business Response

    Date: 03/04/2024

    This order was fully refunded per the customers request. 

    Customer Answer

    Date: 03/05/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *****************

  • Initial Complaint

    Date:08/22/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered online from business and never received the product. I have called with no answers and have left voicemails and emails but there had been no response or help. I want my money back or the product. I spent $118 on a cake for a birthday that never came.

    Business Response

    Date: 09/08/2022

    Hi *****, thanks for your patients while we worked to file a claim for this missing package with **** Although *** claims they delivered your order, we were able to get a reimbursement on the shipment since you claimed it was never delivered to you. We went ahead an issued you a full refund for this order. You will receive a refund notification email from us today and the refund should be reflected on your account within 10 business days. We hope you understand that carriers loosing packages are out of our control but we will still do everything in our power to ensure our Surprise Cakes arrive on time and to the correct location!

    Customer Answer

    Date: 09/08/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *************************

Surprise Cake is NOT a BBB Accredited Business.

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