Complaint Review: Good Eats Boutique

I ordered a graduation cake from Good Eats Boutique well in advance for my oldest daughter's high school graduation.  Both my husband and I sat down with the owner to get her input on a nice design as neither of us had any experience or idea for this once in a lifetime event.  The owner, Jill, was overwhelmed at the time and the only person working the bakery but she sat down and showed us some options of the different designs that can be done from a collective book she had available.  We ultimately chose a 3 tier cake and the rest of the design came from Jill's suggestions which my husband and I accepted and left the shop feeling excited about what the actual product will look like.  Jill's design suggested that each tier have a 2" green colored ribbon, lined with beads of frosting.  A fondant "2011" along the side of the topmost tier and lastly, by her own suggestion, Jill said she could also place green and white carnations cascading down the entire cake.  The order was placed in April and graduation wasn't until June-plenty of time!

As the time drew near, a final date was set to have the cake picked up.  There were no final details that needed to be discussed.  My sister had picked up the cake from the bakery and I anticipated its arrival.  My first look at the cake was that of extreme dissatisfaction.  I was horrified by what appeared in front of me.  There were no flowers on the cake whatsoever, the tiers of each cake were not centered and not enough dowels placed inside to accommodate each tier, thus making it top heavy and causing the cake to lean, the frosting was cracking, and the cake looked like it belonged at a boy's graduation party rather than my daughter's! 

I called the bakery within minutes of receiving the cake and Jill, was not there.  Some other woman who had confirmed what was supposed to be in the order (flowers on the cake) advised me to call back the following week to discuss the issue directly with the owner.  Unfortunately, I had a funeral to attend so I was unable to contact Jill for another week after that.  I did leave a message for her and a day later, she spoke with my husband.  She informed my husband that it is the responsibility of the consumer to provide any specialty items, such as flowers, if they want them placed on cakes.  And she denied any responsibility for the poor quality of the cake altogether!  My husband demanded a refund and she countered with a gift certificate.  When my husband advised her that we would not accept a gift certificate for a place we were not satisfied with, she offered a $25 refund (we had paid $190 for this cake).  When my husband did not accept her $25 refund, she hung up on him.  I later emailed Jill advising her that I would contact my credit card company to have the charges reversed if she did not give me a full refund for the shoddy work she produced.  Not to mention, I was disgusted with her poor business tactics of hanging up on my husband!  Two weeks later, I received an email response from her financial advisor who was more sympathetic to my situation and more professional.  The finance advisor reiterated that flowers are the responsibility of the consumer.  It states so on a piece of paper that is taped on the counter of the shop-which I had no idea even existed, nor was I looking around for it!  And their return policy (posted on the counter as well) states that any product must be returned in its original condition.  This again, I was not aware of.  My cake was received in my home on a Saturday at 3:30 pm.  The bakery closes at 4 pm, and closed on Sundays and I left for a funeral that Sunday in Michigan, not to return until Wednesday of the following week.  

The financial advisor rescinded the offer of a $25 refund and offered $100, which I accepted.  But it took a lot of going back and forth and dealing with a very rude business owner.  I caution ANY and ALL persons looking to have a specialty cake ordered from this business as their "fine print" is not easy to find.  In addition, be weary of all aspects put into your order.  I do have pictures of the so called "fine product" produced by Good Eats Boutique and I am NOT a satisfied customer!!!!