D'Lish Bakery & Cafe

Review: After ordering 2 cakes for my babyshower in 2012 from Dlish, my husband and I were so satisfied and happy with the cakes that we decided to go with them again for my daughters party Aug 3, 2013. Only the cakes that we received were not satisfactory. From the first guest that bit into the cupcake through to the next day when we were handing out slices of the cake, we've received as well as noticed ourselves that the cakes were dry, tasteless, gooey and chewy, and that the frosting tasted just like a stick of butter. (I called D'lish Monday, where the voicemail explained the store hours (closed on Mondays) and that they were a [redacted] and made specialty cakes, and that I could leave a message or call back on regular business days. I called on Tuesday when they were opened but got a new voicemail explaining that the [redacted] part of the [redacted] is no longer open and that I could leave a message.) I received a return call from the owner, [redacted], on Wednesday, after leaving another voicemail and an email through her website. I explained the above to [redacted] in detail, her response being "Im sorry" she also advised that regarding the frosting, her business uses a European recipe, and people are used to the store bought cupcakes with a sweeter taste, and advised that "my crowd" is more for the store bought cupcakes. This was said AFTER I explained that we had done business with her in the past and was extremely satisfied. [redacted] again apologized, but I explained to her that I spent a lot of money on this cake that was unable to be eaten so I basically just threw money away. [redacted] advised that she wasn't giving a refund of any sort. I then explained that I would go to the Revdex.com and she advised "do what you gotta do" and hung up on me. My family has a business, you have to know how to professionally deal with issues, this can decide whether your business increases or decreases, I guess this is why D'lish's business has decreased.Desired Settlement: I don't expect a full refund, but would appreciate at least half back. I am a returning customer, however, I am not satisfied. My husband and I work hard for our money but do not enjoy knowing that we literally just threw over $150 in the trash. As a business owner, [redacted] was extremely unprofessional and rude. After hearing that the specialty cake portion closed the day our order was due to be picked up, I feel like time wasn't put into the cake like it as with our first order.

Business

Response:

[redacted],

Ref: ID [redacted]

We have received the correspondence you sent on 8 August

2013 regarding a complaint received by your office.

I did receive voicemail and email from the complainant regarding

an order that was picked up from us on Saturday, 3 August. When I returned the call the first thing that

was said to me was “This is not going to be a good call”. This definitely set the tone for the call.

I listened to the complaint regarding the cake and

cupcakes. I tried to explain that the

recipe used was exactly the same as for the previous cake that had been

received by them in the past. We had

several other customers who had cakes and cupcakes from the same batches of

batter and buttercream on 3 August who complimented us on the cakes. When she said their guests did not like our

buttercream I stated that we use a European style recipe and some people are

not accustomed to it. It is quite

different than what is used by most commercial bakeries. I did not reply in the manner she has said I

did.

We put a great deal of time and materials into the cake and

cupcakes for the customer. We only take

as many cake orders as we are comfortable with for a given day. The cost of the cake was the largest portion

of the order. In addition to the cake,

our customer ordered 24 individual cupcake boxes with inserts which were an

added expense to us.

A very important

point to make here is that the person who contacted the Revdex.com to complain, and

who called here was not our customer.

The cake was ordered and paid for by someone else. We would not provide any refund to someone

who had not placed and paid for an order. We have received NO complaint from

the person who placed the order and paid for it.

She was not willing to stop and listen to my responses. I tried several times to discuss the matter

with the complainant but was interrupted repeatedly. When she began making threats to call the

Revdex.com and lawyers, I

tried to politely disengage from the conversation. She would not let me speak. I finally said ‘If that is what you need to

do, then that is your decision’. At that

time I said goodbye and hung up.

Finally, we did not ‘minimize’ our business because of

problems with our specialty cakes. We

have had many, many returning customers and we have turned away many

orders. We have simply transitioned to a

full-time commercial bread business which is thriving. We have a large number of Richmond

restaurants who use our products.

After ordering 2 cakes for my babyshower in 2012 from Dlish, my husband and I were so satisfied and happy with the cakes that we decided to go with them again for my daughters party Aug 3, 2013. Only the cakes that we received were not satisfactory. From the first guest that bit into the cupcake through to the next day when we were handing out slices of the cake, we've received as well as noticed ourselves that the cakes were dry, tasteless, gooey and chewy, and that the frosting tasted just like a stick of butter. (I called D'lish Monday, where the voicemail explained the store hours (closed on Mondays) and that they were a [redacted] and made specialty cakes, and that I could leave a message or call back on regular business days. I called on Tuesday when they were opened but got a new voicemail explaining that the [redacted] part of the [redacted] is no longer open and that I could leave a message.) I received a return call from the owner, [redacted], on Wednesday, after leaving another voicemail and an email through her website. I explained the above to [redacted] in detail, her response being "Im sorry" she also advised that regarding the frosting, her business uses a European recipe, and people are used to the store bought cupcakes with a sweeter taste, and advised that "my crowd" is more for the store bought cupcakes. This was said AFTER I explained that we had done business with her in the past and was extremely satisfied. [redacted] again apologized, but I explained to her that I spent a lot of money on this cake that was unable to be eaten so I basically just threw money away. [redacted] advised that she wasn't giving a refund of any sort. I then explained that I would go to the Revdex.com and she advised "do what you gotta do" and hung up on me. My family has a business, you have to know how to professionally deal with issues, this can decide whether your business increases or decreases, I guess this is why D'lish's business has decreased.