I was really excited to order from this bakery because their customized cakes are absolutely beautiful and they have even been featured in the news. However, the ordering process was disappointing and unclear.
I submitted an inquiry form at the beginning of the month, hoping to have a cake by the end of the month for a birthday party. I did not receive a response until the week before I needed the cake, when I was informed that my request had been denied. This made it difficult to make other arrangements on such short notice.
My biggest issue is the lack of clarity around how orders are accepted. When submitting an inquiry, there does not seem to be any way to know whether your order will actually be taken until the business reaches out to you later. For a business offering custom cakes, I expected a clearer ordering and booking process.
Based on my experience, I would not recommend relying on this bakery for an event unless you are comfortable having a backup plan. The cakes may be beautiful, but the ordering process left me feeling disappointed and unsure of how customers are supposed to successfully secure an order.
REPLY: No worries, this is not a ploy or attack on your business at all--just some honest advice from a customer. I understand you're a small business and a working mama, and I know not every order can be accepted. The policy is clear. My only suggestion would be to have a little more of a system for customers to know when orders may be accepted or declined.
Since custom cakes are usually for events with set dates and times, it's hard not knowing if an order will be accepted until later, especially when customers may need time to make other arrangements. Maybe having available dates posted, or letting customers know within 1-3 days if their inquiry can be accepted, could help. It could save time on both sides and make the ordering process more predictable.
But yeah, no worries--just some feedback from a customer. Your work is beautiful, and that's why I reached out in the first place. I will definitely try again and reach out much more ahead of time. Much aloha to you, and no harm. read more