My family has been customers since they opened their doors 30 years ago. In fact, my parents had their signature strawberry and whip cream cake at their wedding in 1978. Well, I had them recreate that wedding cake for a surprise 30th Anniversary party for my parents. I provided a picture of the original cake - they said it would be no problem matching it exactly. The week before it was to be ready I kept in contact to make sure everything was on schedule and was assured that it was. The day of I called ahead to make sure it would be ready to go so I could just pay and leave. When I got there all the employees were standing around talking and ignoring me. Finally one helped me. The cake was in the back, they brought it out, not in a box, not ready to go. Then this girl starts folding a box while reaching over my cake and bumps into the icing detail on the side with her apron. She said laughing""I do that all the time!"" Then I notice they did not include the ribbon. She looked confused and then goes back to ask and comes back about 5 min later. She says they were waiting for me to pick the color and she then shows me a dark and a light ribbon. The one pictured is light so DUH. Obviously they lied and forgot about it. Then they go to put it on and that takes another 5 min. This is very frusturating, especially the icing thing and I am paying $150 for this! I ask for the manager (Erika I think) and she comes out a few min later (notice how much of my time they are wasting? I have a party to decorate!). I explain everything. As the manager she should be concerned that I am not happy and offer to make it right. Right? Instead she says defensively ""Well has the situation been rectified? What do you want me to do?"" I was on the verge of tears and it was supposed to be a special and happy day. I'm so glad this wasn't for an actual wedding!
Pros: The strawberry whip cream cake is all I have had from there and it is to die for!
Cons: The employees and manager that I delt with were useless and oblivious