We ordered a 2 tier cake, fit to serve 72 servings for our son's 1st birthday banquet on from this…read morebakery through their venue partner, Metropolis. We have had over a dozen emails and a few phone call exchanges where we communicated about the details of this cake to the venue. I'm not sure if this was missed completely and she didn't forward our feedback over to the bakery or what happened but it was so off. We provided many sample pictures for themes and colors. We don't understand how the piping of the cake came out to be NOTHING like the picture we asked for, the final design that we communicated. Our cake came out looking mismatched in style and colors. You can see my photo and judge for yourself.
That design we submitted and asked for were light and pastel colors, our cake on the other hand came out with a very dark colors of black, blues, purple, etc. and it did not match in style or colors with the rest of the cake which was pastel. The piping was gel and not butter-creamed as we have been told. We were never told that it would be gel. We do not like the gel look at all, and if we had known this, we would not approve. We were also told that it was possible to do the theme in buttercream but we had no final confirmation of what the bakery will actually piped from either vendors (banquet hall nor bakery). This made us nervous but we trusted in the e-mail communications and that it would be delivered to our satisfaction. We even paid an extra $1/pp to Metropolis for the top design because we were told by them that it contained high levels of "intricacies" which consisted of yellow piping stars on the side and the final design on top. We did not feel that the look of the cake was cohesive and our family agrees, the top layer even started to cave in a little when it was brought to the table. A disappointment for a cake that is over $250. Despite what the owners say, we were NOT offered a cake consultation by either vendors. We WOULD have wanted a consultation but none was offered. No one reached out. We did our part to communicate what we wanted, it just did not happen.
Following our event, the owner Joe, called on 3/29 and OFFERED to make us another cake. He said that he understand that they can't bring the day back but what he can do is make us another cake and would like to give us the opportunity to tour their bakery, see their other cake designs and what they are capable of. He painted a very pretty picture and it all sounded nice. We thought he was sincere so we agreed and thanked him.
On 4/7, I followed up with Joe about this make-up cake. He told me his business was swamped with Easter so to follow up in 2 weeks. This led me to believe he was still good with his word. We had planned to use the make-up cake for a family photo session and intended to post the new cake photos and update our review. On 4/19, I called, Joe RETRACTED his offer over the phone. During this time, Metropolis offered us a compensation to amend our experience and for the mishap of our event. From this, Gladstone believes because we got some money back from the banquet, they do no longer have to keep their promise on their end. In addition, Joe insisted on the phone and via e-mail that we need to FIX or REMOVE our review since we have been "taken care" of now.
On 4/20, we received a very angry phone call from the co-owner /wife of Joe /PR person, Michelle. It was not even a proper phone conversation. She right out said "you guys are greedy, you want a free cake". It was like being slapped in the face. We didn't ask for this cake! They offered, and THEY BACKED OUT. It was unbelievable. It felt like talking to an aunt that you quarrel with. She called us to just yell at us. Who does that?? I stopped listening after the name-calling. It was UNACCEPTABLE AND INAPPROPRIATE the way she talked to us as if we were children. She told us we cannot interrupt her and had to keep QUIET while she was speaking, she spoke OVER us. She told us she doesn't want us as clients future or current anyways. She told us we have to take down our review and made threats.
Over the next few days, they called and left messages; we are on a brink of harassment. We never waived our personal information over from Metropolis to them so if they continue to do this, it will be an issue of legal maters. Our review was for our lack of satisfaction with the cake. It is what it is. It can only be added further that after they backed out on a promise, it only reflects badly on them. We can't undo our review, just like our experience can't be undone. They need to leave it be and not freak out over a 1-star review. Every business gets feedback and have to deal with it. It's how you handle the feedback that shows your strength. How can you be in business for so long and not be able to take criticisms, think it's okay to go back on your words, and be so unprofessional and RUDE? Truly a huge disappointment.
