Gender Reveal Ruined-- Followed By The Worst Customer Service I've Ever Experienced…read more
I have never written a negative review in my life, but this experience was so upsetting and handled so poorly that I feel obligated to share it.
I ordered a gender reveal cake and was extremely clear from the very beginning that this was for a gender reveal and that I needed blue on the inside and white on the outside. When I placed the order, I gave very specific directions: white on the outside, blue on the inside. I even provided a photo of exactly what I wanted.
Later that same day, I called back to confirm again: white on the outside, blue on the inside.
Then when I picked the cake up, I had a third confirmation point. They read the instructions back to me and again confirmed it was supposed to be white on the outside and blue on the inside. I even verbally confirmed one more time before leaving the store.
So there were three separate touch points of communication confirming the exact same thing.
This cake was for my first baby's gender reveal. This was a once-in-a-lifetime moment for my husband and our family. I spent time planning this, buying flowers, an outfit, and setting up something incredibly special for us.
When we cut the cake during the reveal -- while filming -- the inside was completely white. No blue. Nothing. The entire moment was ruined. My husband found out we were having a boy in the most anticlimactic, confusing way possible. It was heartbreaking and honestly humiliating to have planned something so meaningful only for it to completely fall apart because of a mistake that was confirmed THREE separate times.
What made this exponentially worse was the customer service afterward.
When I called the next morning, I was met with rudeness and condescension. Later, when someone finally called me back, I was literally asked if I was "sure" there wasn't blue inside -- as if I didn't just cut into and dig through my own cake. I had to prove their mistake by sending photos.
During that same call, I explained how rude the first person I spoke to had been. The response I got was essentially, "Yeah... she really shouldn't be answering the phone" and that she's not very good at customer service.
That honestly left me speechless.
If someone is not good at customer service, why are they the person answering customer calls? Especially when those calls are about major life events and serious issues?
It was one of the strangest, most unprofessional interactions I have ever had with a business in my life.
At no point initially did anyone apologize. I had to be visibly upset and crying before anyone even attempted to say sorry. Even the owner never called me directly -- he texted asking me to call him about a refund. When I did call, there was still no real apology, just discussion about money.
Let me be very clear:
This was never about the $50.
This was about ruining one of the most meaningful milestones of my life and then treating me like I was an inconvenience when I called about it.
People make mistakes. I understand that. But how you handle the mistake is what defines your business -- and this was handled terribly from start to finish.
I have never been treated so badly by so many people from one business, especially over something tied to a major life event.
I will never use this bakery again, and I will absolutely be sharing this experience with others so they can make an informed decision.
If you are trusting them with an important life event, I strongly suggest reconsidering.
