I recently ordered a red velvet cheesecake from this bakery for a birthday celebration. I was very clear when placing the order that I wanted a red velvet cheesecake, not a red velvet cake, as the birthday person specifically requested cheesecake.
Unfortunately, what we received was a red velvet cake instead, and it didn’t even have traditional cream cheese frosting; it appeared to be regular icing. As you can see in the pictures, it’s more cake and very thin icing layers instead of cheesecake or cream cheese frosting.This was disappointing, especially since the cake was meant for a special occasion and I had been very specific about what I was ordering.
I called the bakery afterward, not to ask for a refund, but simply to let them know about the issue so that it could be avoided for future customers. However, the response I received was discouraging. Instead of acknowledging the mistake, I was told that I should have sent pictures, asked for “more cheesecake than cake,” or been more specific. There were also explanations about how different cultures make cakes differently, which made it feel as though the misunderstanding was being placed on me.
As a customer, I believe asking for a “red velvet cheesecake” is already quite specific. A simple acknowledgment of the mix-up or even asking how they could make it right would have gone a long way.
Unfortunately, that didn’t happen.
I hope this feedback is taken constructively, as good customer service is just as important as the product itself. Sadly, due to this experience, I won’t be returning but I do hope future customers won’t have a similar experience.
I rarely leave negative reviews because I understand how important they are for small businesses and I usually try to give the benefit of the doubt, but in this case I was genuinely disappointed especially since this was my very first interaction with this bakery.
