Iβve been a customer for many years and have exclusively purchased my cakes here.
I ordered a custom cake for my sonβs birthday. After my drive home, I noticed the top layer slid off the cake.
I called the bakery and was told to bring the cake back and they would fix it. When I returned, I was told it was the result of my driving and was asked to buy a new cake, framed as βyou can pay 50% off a replacement.β I even offered to switch to a regular cake instead of a custom one to simplify things, but was told, βweβre already remaking it.β At the cash, I was again told it was my fault and that I should pay for their time dealing with this.
I drove carefully and handled the cake normally. A properly assembled and packaged cake should not have one layer slide off during standard transport. I also asked about adding dowels or rods to stabilize it and was told no. One of the owners told me, βI deliver these cakes all the time and never once had a problem,β again implying the issue was solely due to my driving.
I was upset by having to make the drive back at their request, being repeatedly told the situation was my fault and that I must not have driven properly or kept the cake flat, and then being told to pay more money after returning. Had I known it would turn into this kind of ordeal, I would have simply dealt with the original cake at home.
The cake was ultimately remade without an additional charge, but only after I made it clear I would be leaving a review.
What should have been a simple resolution turned into a two hour ordeal on my sonβs birthday, and I missed part of his party dealing with it. As a long-time customer, this was disappointing. Two stars reflect that while their cakes taste good, my experience with the owners and how this was handled means this will be my last.