Ruby's got my cake order wrong and then never corrected it. Although the cake Ruby's made was fresh and seemed of high quality, it was also plain because it was not made as specified and it was certainly not the kind of cake the recipient wanted so my family was disappointed. I spoke with Ruby's multiple times on the phone, but they ultimately did not even provide any discount on the price of the $75+ cake that they admitted they made incorrectly. Worse yet, they lied about what had happened in response to my review on another site (see below). This shop may make great cakes, but they are clearly not detailed-oriented or customer-friendly.
Here's the full version of what happened. I called the shop and spoke with someone (possibly Ruby) who seemed knowledgable and took my order. I told her the person who the cake was for REALLY LIKED berries so I wanted some sort of cake with a lot of berries. The woman suggested I do a combination lemon and berry cake, and I agreed to that. I picked up the cake, and when I got it home, I was dismayed to see it was only lemon and no blueberries. Although the cake was fresh and moist, it was also plain, being only lemon and vanilla.
I called the shop and spoke with the same woman again. She checked the order and confirmed that it was supposed to have berries and said she'd call me back the next day after speaking to the baker. The next day, she called me back and apologized and said the baker had forgotten to include the berries. I told her that I understand that mistakes happen but that, having paid more than $75 for this cake, this was a big disappointment, and I'd like at least some sort of discount. The woman offered me a free pastry at the bakeshop, but as I told her, that was useless because I am from out of town. She told me she didn't think she'd be able to offer ANY reduction in price whatsoever but that she would talk to her manager and get back to me the next day. She never called back.
In response to my review on another site, the business responded stating, "we offered you to have your mother who lives in the area and we believe the cake was for her (We do not want to disappoint Mom) to come in at any time to be treated to free Fruit Tarts, which you refused." This is a lie. I have no family whatsoever in the area, and the cake was not for my mother. I never mentioned my mother to this business. The fact that the merchant would fabricate a story about fake family living in the area should be an indication of the type of business they run. The merchant also said they had no way to offer me a partial refund of any kind because I paid with credit card. That sounds bogus to me, but of course they could always simply write a check if that were really the case.
I wanted to love this local business. I really did, especially after hearing some good things about it. But a place that treats its customers like this simply does not deserve your business. read more