Chocolate Maven Bakery & Café

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

We created a custom wedding cake to the customer specifications. This cake had was a rustic design icing with a monogram on the top tier, and a gold ribbon. All this was exactly as stated on their invoice.  I feel badly that they did not like the way the cake looked, but it is a design that...

they chose, and we honestly created what was specified.  When we originally met with the bride our wedding coordinator discussed the options and pricing of the cake. The bride did not choose to go for a rolled fondant band around the base of the cake, and instead said the ribbon was fine. It cost less that way, and we assumed that is why she went with ribbon. But most importantly, the specs on the cake, emailed to them several times stated “gold ribbon”. The bride also chose a rustic design on the icing. This is not supposed to be smooth icing. It is rustic, and rough. That is the whole point, and we sell many cakes of that style. It is supposed to look rough hewn.   After the wedding was over the mother of the bride telephoned and was very upset and said that it was supposed to be a rolled fondant band, and that the ribbon was more yellow than gold, and that the cake looked poorly done. I spoke to her at length and was not rude. I apologized and explained it was what was specified. She said she had in fact noticed that ribbon was stated on the invoice but still thought it would be fondant. I explained that the icing on the rustic cake design is not intended to look “perfect”. And the ribbon was what was in our written invoice. The monogram was perfect. The fondant band would have cost more.  The cake was baked and iced the morning of the wedding. I called the hotel and they stated that the chef did NOT say there was any problem with the cake. Nevertheless as a goodwill offer, and because we wanted them to be a happy, we have them a partial refund of $150. I feel this was more than generous, even though we had done exactly as was specified, we simply want them to be happy. We endeavor to take care of each and every one of our wedding customers with care, honor and grace.