My mom's birthday is Christmas Day, and her favorite cake is coconut. I searched the internet for coconut cakes in Bountiful Utah where she lives and discovered a Pinterest page of this lady recreating Plates and Palates recipe. I searched their reviews and decided to order from them with how many stellar reviews. This was the week of Christmas 2021. I called from Ca and booked it. My brother who is local picked it up and surprised my mom. She LOVED it. The family was sick so she didn't get to enjoy it with anyone and ended up freezing it for later.
Fast forward to today Dec 15, 2022 I call and ask to place an order. Alex was more than happy to accept my order. I then said, " oh this would actually be for next week, is that a problem?" She responds that it is fine. I ask a second time, " are you sure, it'd be for a pick up for December 24?
She starts to talk to the manager Justin and she says," we close at 3 on Xmas Eve right, some lady wants to order food."
He then says to her, " what does she want to order?"
She comes back on the phone and I tell her just a coconut cake and artichoke dip.
She then says to Justin, "can we handle another coconut cake?" He says just tell her no and that she should have ordered two weeks in advance.
When she came back on the phone I shared how it was my moms 75th birthday and to please just ask if there's any way they can pull it off( especially since she at first started to take my order and only hesitated after I insisted she double check) I shared how I was calling from Ca and told her about how I used them last Christmas.
She says to hold on , She proceeds to tell Justin at a crisp and clear volume that I could hear, " She's asking us to make an exception, she's giving me the whole it's my moms birthday story ( insert laughter from the both of them.) Justin retorts, " well then give her the whole story of how Jesus only gave us 24 hours in a day story." ( more chuckles)
Then Alex said to Justin, " I'll just wait one minute and act like I asked and tell her no."
She waits a beat and returns to the line. " yea unfortunately, we can't accommodate your order."
I said, " Alex, I just heard everything you said."
I could hear how embarrassed she was. She apologized and I asked to speak to her manager. She said okay and then HUNG up.
I called back no answer. I called back a few minutes later and Justin answered. I asked to speak to the manager and he said, speaking. I asked for his name and then he shared it with me.
He proceeded to recant the story back to me as if I hadn't just lived it.
He said that she had always stated it was a 2 week pre order. I said actually no before she asked you she was starting to take my order, it wasn't until I verified the 24th and then you told her to tell me no. I told him how I'd heard everything and he recanted everything and I said except you're conveniently leaving out your little joke and how she said she'd wait a minute and pretend to ask and then tell me no.
I said look if the answer is no, fine. I just don't appreciate the cruelty to a guest at Christmas time. The heckling. I said at this point even if you were to make an exception I wouldn't trust that anything wouldn't be done to my cake. I shared how I too was in the service industry for 10 years and I couldn't believe how rude they were to their guests and unprofessional. He apologized and said they should have hit mute first. I said I was disappointed in them both and I couldn't believe he was a manager. I told them to do better and to have a happy holidays. read more