Cakes and pastry shops
Warm about the celebration. Honest about taste.
Reviews of custom cakes, desserts and delivery: thank people for the celebration and calmly answer “it doesn’t look like the photo”.
Vanilla & Cherry Pastry
Example business
We ordered a honey cake for my mum’s anniversary and it turned out rather dry, although last time it was perfect. The guests liked the decoration, but the taste was a letdown.
Warm, in the first person
Thank you for writing. A dry honey cake for your mum’s anniversary is not what you were counting on, especially after such a good order last time. Please send me the order date: I will check how the layers were baked that day and tell you what we will change.
What reviews are about
A cake is ordered for an event, so a review is rarely only about taste. People write about the celebration: how the cake looked on the table, whether it arrived before the guests, whether the child liked it. These come up most often:
- thanks for a cake for a birthday, wedding or christening;
- the cake does not look like the photo or reference that was sent;
- the taste or filling is not right, “too sweet”, “the cream is heavy”;
- the cake was damaged on the way or arrived later than agreed;
- the price per kilogram or the extra charge for decoration.
What to keep in mind
- The order is personal. Do not repeat the child’s name, the address, the date or the cake inscription in a public reply unless the author mentioned them.
- Do not argue about taste. “Too sweet” is not the customer’s mistake but their impression. Say thank you, say what you will pass on to the baker and offer to talk through the next order.
- Be honest about “it doesn’t look like the photo”. If the decoration differs, admit it and invite the person to a private message with the photo instead of proving in public that “everything was as agreed”.
- Do not write that a cake is “safe for allergies” or “gluten free” unless your terms say so. Ingredients and allergens are better discussed before the order.
- Cakes are often made by one baker. Then reply in the first person: it sounds natural.
If people complain about the price, see the guide on how to reply to a “too expensive” review.
How replies can sound
Demo examples. Each one is a fictional situation, not a MapsReply customer story.
Thanks for a celebration cake, 5 stars
Review
We ordered a unicorn cake for our daughter’s sixth birthday. Every guest asked where we got it, and the sponge was so soft. Thank you, Olena!
Reply
Thank you for sharing! The unicorn for a sixth birthday was one of the nicest orders this month, and we make the soft sponge with berry filling for exactly this kind of party. We will pass your words on to Olena.
Does not look like the photo, 2 stars
Review
I sent a photo of a cake with flowers and got a completely different decoration: the flowers were smaller and a different colour. It tasted fine, but for the party I wanted that exact look.
Reply
Thank you for writing so directly. When the cake on the table is not what was in the photo you sent, it is disappointing, especially at a celebration. Please send us a private message with that photo so we can see where we drifted from your idea.
Damaged on the way, 3 stars
Review
The cake was tasty, but it arrived with a crushed side and we had to hide it from the guests. The courier said it happened on a turn.
Reply
Thank you for the review and for rating the taste. A crushed side is not how a cake should arrive at a celebration. Please send us the order number and delivery time so we can check how it was packed and transported.
By default, reviews rated 1-3 stars wait for your approval. You can edit the draft in your workspace or Telegram. You turn automatic replies on separately and choose which ratings they cover.
What to add to your settings
- Say what you make (custom cakes, desserts, cupcakes), whether you deliver and how many days ahead you take orders.
- Add a rule: do not promise a remake, a refund or a discount without your decision.
- Add a rule: do not mention ingredients, allergens or prices that are not in your settings.
- If you are a one-person bakery, choose first-person replies.
From your first location to everyday work
Connect a Google location, complete your MapsReply business profile and choose a tone. Your trial starts once you have connected and selected your first location. It lasts 14 days or 20 replies, whichever comes first, and covers new reviews only. Older reviews are available with a paid subscription, within its allowance.