A simple, "everyone has different tastes, and we're sorry it wasn't yours" would have been appreciated, but okay... I guess we're going there.
If you're saying the cake itself is a "matter of taste," I can respect that. I'm suuure there are people who love HYPER SWEET, the kind of sweetness that stings your nose and feels like it might give you a headache. And maybe some people prefer a cake so dense it has the texture of doughy sourdough bread, while somehow also being dry enough to crumble in your mouth. To each their own, I can respect that.
But claiming that you "executed everything I requested and more" is interesting, because it makes it sound as though all of those "extras" were graciously provided rather than things I was charged for. And if we're going to discuss my requests, let's discuss them accurately: yes, there were specific details I requested, and requests that were NOT executed, such as the striped surfboard. I assume those particular details required more handwork than the printed elements that were used instead. I will absolutely own the fact that I said, "If it's too much work, no problem!" As I was trying to be flexible and understanding. Apparently, that flexibility is now being presented as though everything I requested was delivered anyway. It wasn't.
When I first looked at the cake, my immediate impression was that many of the decorative elements looked printed and pasted on rather than carefully handcrafted. That was my perception and my opinion... that it reminded me of a grocery store cake. As for that grocery store comment, I apologize. Now giving it more thought, I genuinely don't think I could find this particular combination of delicious denseness and dryness there.
Also, sure, taste is subjective. But is execution subjective as well? As shown in the attached pictures, the execution was sloppy. If that's also a matter of personal preference and there are people out there that prefer a sloppy job, then... okay sure. I will respect that as well. To each their own, and this is the place for you.
Regarding your response about me not replying immediately and needing to be checked in with twice... lol. That actually wasn't what my customer service comment was referring to at all. But because you mentioned it, I guess I'd have to specify that there were also occasions when I didn't receive a response from you or your staff and had to follow up. I didn't even care though because I understand that businesses get busy.
I was referring specifically to the passive aggressive tone we experienced from the woman we spoke with over the phone during the delivery process. (For the record, the woman who actually delivered the cake was extremely nice and sweet!)
As for whoever we spoke with on the phone... if she normally receives nothing but positive feedback about the way she communicates, then perhaps we completely misread the interaction, and I apologize for our interpretation. But if this isn't the first time her communication has been perceived that way and often times gets labeled as passive aggressive, then perhaps this can be another reminder to try and be a bit nicer when working in that position. Couldn't help but feel sorry for the people that work and interact with that woman, but again, sorry if we totally took it the wrong way and apologize for how she made us feel.
I originally left a review about my experience with a cake. I didn't expect that sharing an honest negative experience would require this much back and forth, but since my review received such a detailed response, I felt it was only fair to clarify the points being made about it.
Maybe this was a one-off. Maybe the cake was rushed and isn't representative of the quality your business normally produces. But honestly, I wish the response had simply been a little more vulnerable and understanding rather than immediately SO defensive
All I can honestly review is the cake I received, the interactions experienced, and how the overall process made me feel. Not claiming that my experience defines your entire business! I'm simply being honest about the experience I had and hope you can respect that.
I'm really hoping that you don't reply to this, because I don't want to waste any more energy (and on a personal level it will prove my theory that you were the lady over the phone) but hey! You do you! I respect you! read more