Help! Business Misrepresenting Cake Decorating Abilities
I ordered a professional cake from Bella Cakes in Newport News. The owner/baker's name is Anna and her website (www.bellacakes1.com) and her facebook page (Bella Cakes) have photographs of gorgeous cakes and fine detail. I sent her photographs of a cake I wanted closely duplicated for my son's Eagle Scout Court of Honor. The ceremony was on May 1st. I sent her photos of the same cake in a 2-tier version and a 3-tier version on February 14th and she responded on February 16th with pricing. We decided on a 2-tier cake for $135. On March 28th Anna and I talked on the phone and decided to go with a 3-tier cake because I decided not to have any other food items. I told her I was expecting 50 people. I paid her in full on March 28th the $163 she quoted me for the bigger cake (in which I thought meant a 3-tier). On April 30th, I met her delivery driver (Brandi) half way at 12:30pm rather than requesting delivery to my home one hour away. I was surprised to see the cake. It was a 2-tier cake, it was in a box (not covered) and it was pouring down rain. Brandi seemed to ignore the rain as she stood next to me outside with the cake fully exposed while I tried to unlock and open my vehicle. I was anxious to get it home because when I talked to Anna earlier that morning, she was anxious about the cake having time to "set-up properly". I reassured her I would get it home and into the refrigerator ASAP. As Brandi, the delivery driver, handed me the box I noticed frosting had come off the cake in a couple of spots but I was okay with that because I figured it would be any easy fix and I understand minor accidents happen when transporting delicate items! When I got home and looked at the cake, I quickly pulled up the picture I had sent her and it looked nothing like the pictures. According to the Bella Cakes website and the photographs she has posted, she is capable of the work I was requesting. At no time during our emails or phone conversations did Anna say modifications were necessary or that she couldn’t produce the product in the pictures I had sent. I called Anna as soon as I got home and discovered the difference in the cake at 2:15pm and I also emailed her. She emailed me back and said she was with a client and would call me. I did not hear back from her. The next morning (day of event) I emailed her looking for a compromise and asking out of sincereity what happened to the appearance of the cake she made me versus the gorgeous cakes she had on facebook. With no response I emailed her again requesting a full refund. She said if I wanted a full refund I would have to bring the cake back in it's entirety. I have pictures I would love to post. She is not registered with the BBB but I have read other complaints. How can I stop her?
Hi Cindy111 - if the picture that you provided is on the left and what you got what was on the right then there's definitely a problem.
Some things to consider for the future:
- A three tier cake for 50 people is not going to look right unless you use cake dummies or the person gives you way more cake than you need. Two tiers would have been more than enough for that amount of servings.
- Your request was for fine details but you got quotes for under $200. Detail = labor = higher cost. Sometimes you get what you pay for.
- Always request a sketch for custom cakes, sometimes you and the person are not talking the same language. I do this for all my clients so they know what they're getting. I do take some liberties with design but they're mostly minor. What's on paper doesn't always translate well to cake design.
Wow, that IS an epic fail if you sent her the picture on the left! I think you are doing a great job in making others aware of the companies abilities and customer service by posting your experience. Word of mouth sometimes goes a long way also. I would always say to speak with the owner or person responsible for making your cake first, and try to give them an opportunity to make things right, or at least better. If the business seems as if they are only interested in taking your money, and not interested in making the customer happy, then I would definitely tell others about my experience.
Wow, that is an epic fail! Very disappointing for sure! You really should post this in the Forum Section. As people respond and talk about it, it will be kept at the top of the list for others to see.
Easier to keep spreading the word.
Wow...it is a huge difference but sometimes you get what you paid for. I would have charged $800.00 for that. My cakes start at $150, which is a small one-tier cake. My 3-tier cakes start at $300 without decorations and that is also a small 3-tier cake 4"/6"/8". I know this post is old, but next time, just order from someone who is (serve safe) and has a real business (as in all their paperwork together) and someone licensed. Simply look at their work. If you don't see anything extravagant on their site maybe it's because they are not capable of doing it.