Lemon Grove Bakery

Review: I have been ordering cakes from Lemon Grove Bakery for many years. Recently I ordered a cake for my birthday (the date for the cake pick-up was August 3rd). When ordering the cake, I had specific instructions on how I wanted the cake to look. I didn't want to pay the extra price for the toys on the cake, so I wanted open space left so I could put my own toys on it. The instructions were reviewed and I signed and initialed that was the agreement. I even paid full cost the day of ordering. When I picked up the cake, it was nothing like what I agreed to and ordered. I informed the staff and was told that I would have to wait 45 minutes for the correction to be made. I didn't have that amount of time, because I was having a party...I needed a cake. The baker said that the order didn't seem right to her so she made the changes without my consent. If she was unsure about the order, she should have called to verify it and not take it upon herself to do so. Since the cake was not as ordered I asked for a discount. I was informed none would be given. I asked to speak to a manager...none available. So I asked if the owner could call me to discuss. I was told that the owner would call be discuss my dissafication. The owner never called or no one from the business. It's very disappointing that Lemon Grove Baker, which I've always been very happy to do business with and refer clients would conduct business in this manner.Desired Settlement: After seeing how the owner never responded, I not totally sure if a call phone is what I desire. I think they need to be aware that a customer was not happy with the service received and they also need to be more customer responsive.

Business

Response:

[redacted]

Lemon Grove, Ca. 91945

###-###-####

October 1, 2013

Revdex.com Reference [redacted]

Ms. [redacted],

I apologize that you were not contacted. I was not aware that you wanted me to call you or I

Certainly would have. Customer satisfaction is very important to myself and my staff. I interviewed

[redacted] who helped you place your order and brought the cake to you when you picked it up.

The writing was on two lines instead of one line and we corrected that immediately. The decorator

Had added a couple of extra buttercream roses to the cake which was a nice gesture but did not

Leave enough room to place the toy the customer wanted to put onto the cake. We could have

Removed the roses fairly quickly but the customer did not want to wait. Honest mistakes happen

Occasionally and all we ask is an opportunity to correct the mistake.

I am very sorry that you were unhappy and we could not react quickly enough to make the cake

Look the way you had envisioned. I would be happy to give you a $10.00 refund toward the cake

Purchase for the inconvenience.

You can call me personally at ###-###-#### and I will take care of the refund for you.

Sincerely,

[redacted] President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,