I am writing to express my extreme dissatisfaction with the experience I had while picking up my daughter's 1st birthday custom cake. What should have been a special moment was overshadowed by poor service.
Earlier in the day, I called the store to check on the status of my custom cake and was informed that it would not be ready until 30 minutes after my scheduled pickup time of 5:00 PM. I accepted this delay and arrived at 6:00 PM, only to find that the cake was still not ready. At that point, I spoke with a supervisor, Edwardwag, who was dismissive and did not take accountability for the delay. While he acknowledged that his team was behind on orders, no effort was made to accommodate me or resolve the situation.
I had already paid in full for the cake, and after waiting for 1 hour and 50 minutes on a cold snowy day, I was left frustrated and disappointed. I was also concerned about returning home before the storm worsened, as I had to drive back to another borough.
This experience was incredibly frustrating and disappointing, as it took away from what should have been a joyful occasion for my family. The lack of professionalism and the dismissive attitude I encountered were unacceptable.
I strongly encourage you to review your customer service standards and hold your staff accountable for delays and poor communication. It is clear that my experience was not an isolated incident, and based on how I was treated, I would not recommend this franchise to others.
I hope you take this feedback seriously and make necessary improvements to prevent similar experiences for future customers.
Sincerely,MissLadyKishaOrder Date: Wednesday, January 15, 2025Paid in Full: 12:18 PM
Pick up Date: Sunday January 19,2025
P.S I wanted to take a moment to share my thoughts after visiting your establishment. While Instagram may have created some high expectations, I found that the customer service didn't quite meet the standard I was hoping for. It seems that, at least during my visit, the level of service didn't align with what I've seen from other franchises of yours.
I wanted to bring this to your attention as I believe that excellent customer service is key to building lasting customer relationships.
Thank you for your time and consideration. read more