PLEASE READ FROM BEGINNING TO END, because there is good to this and I want to give a special employee some love and positivity.
Bad news first. I ordered my birthday cake on a Thursday as my birthday was on a Sunday. I received a confirmation e-mail, but somehow they "never got my order". I found this out on SATURDAY, and my mom went in and handled the problem for me. However, the man talking to her was rude, short and didn't listen to her. My mom was explaining what kind of cake I wanted and he kept scribbling things down messily on a sheet of paper, writing over and on top of his own very messy and illegible handwriting.
The next day, I called in the morning and this time a lady spoke with me on the phone. She told me that "she can't promise it will look exactly like the cake in the picture, but she'll do what she knows how to do". First of all, if people are unqualified to decorate cakes and have no knowledge, why are they doing them? Second of all, I thought she meant it might look slightly different in color depth or something minor. Oh, no. Anyway, I tried to explain my cake with the chocolate cake, Reese's ice cream, how my name is spelled, the details and she didn't seem to want to listen. "Uh huh, uh huh, yes okay I got it", shutting me up and rushing me off the phone. That was rude. Apparently she didn't get it.
My cake had been finished, but nobody was going to call me and let me know. I had to call myself and ask if there was a cake for me 2 hours after it was supposed to be ready. There was, but when I drove all the way across town to see it, I was unpleasantly surprised. It looked nothing like I asked, My name and a big "???" was written on the box, no details, it looked like a cheap, generic gender reveal/baby shower cake. almost all white with pale pink frosting, a couple of tiny frosted flowers that looked like sad drooping tulips, no daisies or anything else. I didn't know what kind of cake it was or flavor of ice cream was inside with no way to know. This was extremely unprofessional, messy and quite a nasty surprise. This was THE DAY OF my birthday, too.
So I talked to Arelia who patiently listened to me explain my problems and the service I got, the disappointment of receiving a cake far from what I asked for specifically, she even talked to my mom on the phone to help explain things (I promise we're not Karens! My mom is just a little better at that and more articulate than I am) and then took me off to the side and showed me the order sheet, reviewed it all with me, made everything clear what she would do and that all of the details were correct. She then took out a hot pink frosting like the one I had originally wanted to show me, and I delightedly told her that was perfect and smiled. She asked me if she could write on the cake with white frosting because the light pink would have still blended in with it, and I said that was okay. I showed her the Fabulous Floral Cake, which was the cake I wanted and I also pulled up a photo of my birthday cake from last year because I always get the same one I like it so much for reference. She started working on my cake immediately and had it done by 7 p.m., which was perfect because that's the exact time I wanted to have it. I was so happy that she was so kind to me, so professional, so dedicated to making sure I had the best experience there and treating me so well. This is the best quality customer service and the rest of her team pales in comparison.
If I could give infinite stars to ARELIA for making beautiful ice cream cakes, for her positive attitude, kindness and doing everything she could to help me and make me the birthday cake I was hoping for at the last minute, I would. She has a bright future as a cake designer. She made my graduation cake in early May, which was a total surprise from my family but it was so beautiful and DELICIOUS, it was just perfect! Thanks SO, so much, Arelia! What beautiful artistry.
I suggest that everyone else is trained properly on how to make certain things including frosted flowers. Most importantly, though, they need to learn how to LISTEN TO THE CUSTOMER and take down information correctly so this mess can be avoided in the future.