I am currently assisting my sister with her wedding planning. After hunting around for a cake vendor, we found A Cake Life listed on The Knot as one of the top wedding cake vendors in Hawaii. After reading all these wonderful yelp reviews, my sister was sold. I sent in the email and Kristin responded. Everything seemed great, she was helpful and also gave us tips. Since this is a rather large wedding, we were up front with the guest size. Not that it should matter, at least that's what I thought, we are a polynesian family. Compared to non-polynesian families, this is a huge wedding with just immediate family members. If there was a problem, we weren't made aware so we kept moving forward. My sister picked her design, things still going great. Now, considering the size of the guest list, we were already prepared to dish out some serious money...still no problem.
I emailed twice about the cost to verify, mainly because what we were being quoted with was not what was advertised on the link that Kristin emailed. Both emails, she sent me the same link for their pricing. Then we get the invoice, naturally the cake is near $1500 which is what was budgeted (again, it's a huge guest list).
Looking through the invoice, noticed extra charges we weren't made aware of prior but ok, that's what the bride wanted-fine. It was for a design and then delivery. On their website, the $200 range is for the west side and North shore area. The venue is in Waipio. My sister emailed questioning that charge and we were emailed the webiste charges, again.
Due to lack of communication, my sister started to feel like she was being pressured to sign the contract that was sent with invoice because every time we had questions, we were sent the website link. Told her, don't sign anything until you try the cake! I'M SO GLAD SHE LISTENED! This is where things go bad and quick.
We asked for a cake testing, they're still on covid restrictions, which is fine. I get it, not everyone feels comfortable with the restrictions being lifted. You have to purchase their bento to taste the cake. I buy the $28 bento box. I just want this to be a nice experience for my sister. After purchasing the bento box online, I got a receipt that says "PICK UP TIME AT 9AM". We live in Ewa and I am a mom, so I had to drop my kid to school and zoom straight to town. Traffic was light so I arrived at 8:45am. Walked up to the door and there is a sign that says "DO NOT ENTER! PLEASE TEXT 808-542-0131 WITH YOUR FULL NAME AND WE WILL BRING THE ORDER OUT TO YOU"
I texted to let them know I was early. I had my 4 year old nephew with me so we stood outside because I'm thinking we'll get the bento box at 9am...like it says on the receipt I was emailed and the sign. 9am-still waiting outside. 9:10am-I text again. No response. 9:15am-texting my sis to email that I'm waiting outside because no one is answering the texts. 9:30am-still waiting, no text. Now I'm getting irritated, its been 45 minutes. I walk up to the side door and start knocking. This little lady opens the door and I told her "I'm here for a 9am pick up, I've been waiting almost an hour!" I called my sister and told her "don't use this company. If they're late for me to pick up a bento box that I paid for, imagine what will happen on the day of the wedding!" Another lady comes running out and says that she had to reset the phone and they didn't get the texts. My thing is, YOU said to pick up at 9am, NOT ME! You should've been prepared knowing that someone will be there at 9am to pick up a bento box!
In my frustrations with the horrible customer service, I made a social media post about my experience WITHOUT NAMING THE COMPANY! A few people DM'd asking the name of the company. To my surprise, so many other brides had the exact same experience! Funny, they were all polynesian too! If the issue was that you could are not able to make that amount of cake due to staffing issues or that you just didn't want too...then say so! Don't waste anyone's time! That's what pissed me off, the time that was wasted! I'm glad it was me experiencing this and NOT the bride!
Fast forward to the cake testing...
I ordered: Strawberries N' Cream, Red Velvet, Marble and Raspberry, I Heart Chocolate, Lilikoi and Vanilla.
The samples were awful. I don't know what that was that I purchased but it wasn't cake. The Red Velvet, Lilikoi and Choclate were so dry, there was an awful after taste. I'm offended that I had to pay to try whatever that was. I feel like I should get a refund. Thankfully, my sister found another vendor through another dissatisfied customer from A Cake Life.
Do better, you're in a business that cater's to a very important moment in someones life. This was an awful experience, I would never recommend this place! I'm wondering if TheKnot actually tried the samples because I'm confused on how A Cake Life landed a top spot! read more