Mikazuki (naishinnou) wrote in bad_service,

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Happy Birthday... NOT!!!

Today is my middle daughter's birthday. She's allergic to chocolate and so we decided to order her a lemon cake from the local Safeway. We never had any real problems with their bakery except one previous times but they make delicious chocolate strawberry cakes so we always go back every few months. At any rate, last week the hubby ordered a "Luscious Lemon Cake" that we saw in their display case. The cake looked absolutely gorgeous - 10 inches, three layers, lemon slices on the top. $12.99 for the cake which isn't bad since it's a triple layer and it's lemon which is something she and her sisters love.

This morning I called the hubby at work to verify the pickup time to get the cake. He calls Safeway and finds out they LOST THE ORDER!!! -_- He told them he called LAST week and placed the order so they do a rush job on the replacement cake. That's fine we thought because it's a popular cake so they have extras in the fridge. Time to pick up between 5 & 6 PM.

We get there before 5 PM and do some other shopping. At 5:06 PM we get to the bakery and there is another woman in front of us waiting for service, a few seconds after us was another woman who was waiting to pick up a cake. Basically all three of us were there to pick up cakes. So we waited and the first woman told us she already had someone paged TWICE to help her and she had been waiting 10 minutes already. I go to the deli, other side of bakery, and ask them to page someone to help us. Time on their clock 5:08 PM. I return to bakery and we wait... and wait... and wait. Two more pages go overhead from deli and still no help. So off to the service desk I go and the girl pages someone for us. Time on her clock 5:15 PM. I return to bakery and the woman in front of us basically said "forget it" and stomps off really PISSED off. I don't blame her at all.

The third customer and myself continue to wait and we end up chatting. It was her son's first birthday and she was there to pick up his cake. We continued to chat some more and STILL no one came to help us. Several OTHER employees walked by near us but as soon as they saw us standing there quickly turned around and went back the way they came. 5:19 PM, I go back to customer service and demand a manager and tell the girl we're just there to pick up a cake as is the woman waiting behind us. She pages a manger... twice. STILL no manager. I go back to bakery and we continue to wait. 5:28 PM FINALLY a manager appears to give us our cakes... which were sitting on the fracking counter RIGHT behind the glass wall. We could SEE our cakes but we couldn't GET them!!

The woman behind us ended up with the correct cake... for free. We ended up with the WRONG cake for $10.99!!! Uh excuse me? No apology from the manager despite that the woman and myself BOTH tell him that we waited nearly 30 minutes for help. We had no choice BUT to wait because it was AFTER 5 PM and no other bakeries would be able to make birthday cakes on the spot. The woman also told the manager we were there BEFORE her but it didn't matter to the manager. -_- She got her cake for free and we had to pay $10.99! That ticked me off. I told the manager it was the wrong cake (we had him open the box up since they LOST the original order we placed last week) and the one we ordered was the one like in the display case. The manager's solution was to offer us the cake in the display cake (without "HAPPY BIRTHDAY" on it) at full cost. Nope, we didn't take it because we wanted "HAPPY BIRTHDAY" written on it. No real apology about the delay, nothing like offering $3 off or anything like that. Just a "I'll sell you the one in the display case for $12.99 if you want." Gee, such a great deal... NOT especially since it's a DISPLAY CASE CAKE! YUK!

That is the LAST time I order a birthday cake with them. I'll return to Yoke's since they made really great cookies (I had a special order of 5 dozen sugar cookies made once for under $3 - shocked at the price they sold them to me especially since the baker had to get a special cookie cutter for my order) and we bought a chocolate Pirate Ship cake from them that was so moist and soft... unfortunately the one whose birthday is today is allergic to chocolate and couldn't partake in that cake for her brothers. Yup, I'll stick to Yoke's from now on since they make really good baked goods (and I could go on about their specialty baked goods).

{edit to add}

I forgot to add that night.... We indeed bought the cake despite that it was the wrong cake. It was dry, overly sweet (unlike the Luscious Lemon which isn't as sweet) and on the outside had some kind of "crunchy" topping. The only thing I could think of was the topping they added was something like the crust for a cheesecake - which that cake most certainly was not. It was the worst birthday cake I've every had a bite of. No one could finish their slice of cake because it was that bad. I called the bakery yesterday and was told there was nothing I could do because we served the cake. I was told that we shouldn't have served it and brought it back that day (Tuesday). Uh yeah, right... Not serve birthday cake on a kid's birthday. Yeah, right.
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