After 20 plus years of buying 3/5 cakes per year, I will never go back to this bakery. How I miss…read morethe days when Tom still owned this bakery (before his family took over). His customer service and his attention to detail were outstanding! Even after he sold it to a family member, I continued buying my cakes there, as it's been a family tradition for decades. Birthdays, graduations, baby showers, congratulations cakes, and a few holidays throughout the year, we get our cakes here and would always send business their way. But, throughout the years after Tom left, we noticed the quality and quantity not only of their customer service, but also their cakes decline. The sponge got thinner and thinner, as the price steadily continued going up. Basically half the sponge for double the price, but the flavor we all had gotten accustomed to was still the same so we continued buying cakes there. Then a few years back we noticed even the favor and the most basic of decorations started to decline. A basic cake that once had a trim and a few colored flowers, were no longer. "Who wants an all white buttercream cake?? That looks unfinished??" Cakes are purchased for celebration, and instead they are now, with no effort AT ALL just providing these cakes with no decoration at all. Plain, with chocolate writing, that's it that's all. Nowadays, I can get a tastier, better decorated cake at Walmart, and for a 3rd of the price! They have completely destroyed Tom's legacy!
And if that's not bad enough, the customer service is now horrendous! I went in to pick up a cake; When I arrived, I asked if the cake was ready as the ones in the fridge didn't look finished or like anything I had ordered. The young lady at the counter tells me it's ready and proceeded to pack up the most hideous plain cake I've ever seen. I paused and asked her, why wasn't it done as ordered? I stated for it to be done in blue (as it's always been done) blue writing, blue, trim, a few blue flowers, and of course the writing (a pretty basic and standard cake, nothing fancy). She looks at a note and tells me "well, we can fix the writing but it's going to look ugly" no apology for their mistake, just this look on her face, like it bothered her that it was brought to her attention.
Then I showed her photos of previous purchased cakes (from there) and she stated well, I've never seen you here... well, I hadn't seen her either, still doesn't change the fact that... 1. It was done wrong and the cake was not what I had ordered... 2. That she had a horrible attitude.
People like her is the reason small shops like this one go out of business. No one wants to have their time wasted, and give up their hard earned money for a "professional" service to be provided and met with mediocre service, the wrong order, and on top of that given an attitude and asked to pay extra to correct their mistakes and confusion; if I wanted as ordered!
AFTER THIS EXPERIENCE WE'LL NEVER RETURN. WE'RE TAKING OUR BUSINESS AND OUR MONEY TO AN ESTABLISHMENT THAT TREATS THEIR CUSTOMERS WITH COURTESY AND RESPECT, THAT DOESNT TAKE ADVANTAGE OF THEIR LOYAL CUSTOMERS WHEN INTRUSTING THEM WITH OUR BUSINESS ON SPECIAL OCCASIONS OR EVENTS.
They should be ashamed of therselfs, and they should seriously look in to new hires!
Save yourself the hassle of having to deal with the same kind of experience, and go elsewhere!
