I am not a fan of writing bad reviews, but if a review like this had been available before my cake pop tasting with Grace, I could have saved a lot of time and money.
I initially contacted Grace by email stating that I had gotten her info from the recommend vendor list of my wedding venue and asked one question:
"Do you make cake pops?"
Her answer:
"Hi Tracy,
Congratulations on your up coming wedding. we would love to do your wedding cake for you. I have a few questions. Would you like to do a tasting with us? If so what would work for you?
Thank you
Grace Gore"
Obviously, I did not respond to this as I assumed she did not make cake pops. The next day I had in my inbox:
"Hi Tracy,
We do make cake pops! They are delicious and fun. We coordinate them to match your theme.
Grace"
I asked her to send me pricing information and a flavor selection. She was not able to send any comprehensive written info or pictures and said simply:
"We can make your pops in any flavors you want. I would choose the flavors you would have picked if you had a regular cake. We always bake the cake, then add the frosting that it would go with...red velvet/cream cheese frosting etc. The brownie pops are also a huge hit!
They will run $3-$4.
Grace"
My next email asked about her availability for a tasting and inquired how many flavors we would be able to taste at the cake pop tasting. In that same email I requested to taste chocolate, red velvet, strawberry and peanut butter. I also informed her that we would be driving in from the Bay Area (5 hour drive) for the tasting.
Her response regarding the flavors: "There will be many flavors to taste."
Of course, I read that and assumed she would have the flavors we requested and more.
So, we scheduled a tasting for a Saturday. After driving into Tahoe and getting lunch, my fiance and I were still running a half hour early. We decided to go check out the "bakery showroom" . (the place is messy and unorganized. I totally understand that she is busy.. but the point is there is only one chance for a 1st impression. Advertising it as a showroom puts quite a different picture in one's head. "Workshop" is more fitting).
We showed up, told her who we were and she said "ooohhh we JUST sold the cake pops, but we'll make some more for tomorrow and you can have some of those"
(Grace - NEVER say this to a client! you lost our sale at that moment. You really should strive to make all prospective clients feel like they are important to you!)
So, she had us sit down at her table. (dying flowers in the vase, flyers and business cards all over the table and I had to reorganize them just to make room for myself). Anyway, she had us look at some photo books of work that she's done. A lot of it was totally decent, but anything drawn free-hand is a complete disaster.
She came back to us with some lumpy, asymmetrical cake pops with icing dripping down the sticks, punched into a Styrofoam circle to stand up.
We tried to take dainty cake pop bites, but the pops were too hard. We took more aggressive bites and the thick and crunchy icing cracked and burst. Grace's response: "oh, nobody has ever mentioned that before, hmm"
Regarding the flavors, she had for us: chocolate, white cake, almond, lemon and champagne. the actual pops were only white cake, the flavors were in tiny cupcake form.
(Grace- always have the requested flavors)
We told her the cake pops we've had before were more soft and bite-able, and mentioned Starbucks cake pops. She said "oh everybody tells me that Starbucks has cake pops, I just haven't gotten a chance to try them!" (Grace - NEVER tell your client that you have not done your market research!)
Later she said "well if we knew that you were going to order, we'd be willing to experiment"
(But, how can we order if we don't even know you're able to produce the product that we want?? And even if they tasted good, how would we have known you'd be able to execute decent presentation for our wedding by the sloppy pops you had for the tasting??)
The real kicker was that towards the end she said: "I THINK I'm still available that day"
I responded alarmingly, "are you saying you might be booked already and was not ever able to take our order??"
She looked at her calendar and said "oh, no, I still am, but you'll have to put your order in very soon"
(Interesting way to try and get out of it. Luckily for us, by this point, we knew she was wasting our time).
Anyway, the point is that it seemed as if she had never made a cake pop before in her life. We drove 10 hours round trip and spent $100+ for a disastrous tasting that lasted 20 minutes.
With all these 5 star reviews, why did we not get the 5 star service?
The answer is because she really does not have experience with cake pops. In a situation like this, its best for a business to be honest (to the customer and themselves) about the products and service they offer, and what they are capable of. read more