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| - I ordered a custom cake for my boyfriend's birthday party last year. I was reminded of this fiasco whilst driving down Dundas St past OMG last week.
I contacted Lesley to see about getting a custom cake of a Zombie nature for my boyfriend as he loves all things Zombie. I didn't have many specific requests and wanted to let them have creative reign. I DID, however, specifically request that the cake be a red velvet, to mimic blood upon cutting into it.
I gave her a $100 budget for a cake designed to serve 8 ppl. I picked up the cake and took a quick glance at their work to find that they had done an old school Zombie head with a bullet hole in it and blood leaking out. Super cool, I thought, and made my way home to finish off food for the party.
Now, I am not arguing the quality or flavour of their cake. It was good. But when we cut the cake open, it was PINKISH BLUE-- not red. I was completely embarrassed as I had told a few friends in attendance that it would be red velvet and I was so excited about the effect it would have against the grey icing. It also sucks to have others see that you didn't get what you paid for on a special occasion. To the best of my knowledge "Red Velvet" is a chocolate flavoured cake-- flavoured with cocoa and made bright red, for effect, with red food colouring...Right?
Below is my communication with Lesley regarding the 'confusion'.
Hi Lesley,
Just wanted to touch base regarding the cake I purchased for my boyfriend's birthday party. It was very tasty, and we enjoyed it... but it was not a red velvet cake. I was a little embarrassed because I had told everyone that we'd be cutting into a red velvet cake and the colour of it was not red. It didn't really even look like chocolate. Did something go wrong???? I paid $100 for the cake and I really expected it to be perfect.
Regards,
Jennifer
And her response:
Hi Jennifer,
I;m sorry that you were disappointed with the fact that it wasn't red.
Cake was in fact red velvet, we just choose to 'colour' it with raspberry jam and cranberry juice rather than food colouring as is common with most red velvet.
True Southern Red Velvet will not have a rich chocolaty flavor, but will have a slight hint of chocolate. We make this red velvet all the time and people seem very much to appreciate that it is not artifically coloured or flavoured.
We absolutely could have made you a chocolate cake but you requested red velvet and that is exactly what we made you, minus the food colouring and the cream cheese icing that is typical with red velvet cake. We are not able to do the kind of decorating that you requested with cream cheese icing.
I appreciate very much that you wanted it to be perfect, both Cal and I spent a lot of time consulting and decorating this cake which is where the additional cost is incurred.
Please let me know if I have addressed your concerns and if there is anything else I can do for you.
Best,
Lesley
Totally weak. Basically admitted that they were never able to do the order in the first place, but took my $100 anyway without even offering me a free cupcake or anything. And I'm not sure what this "natural colouring" thing is, because all the cupcakes on their website were of varying flourescent shades of blue, pink and yellow.
A bad experience on all fronts, which is sad because they cake was actually very tasty. Had they been willing to own up to the error or offer some better customer service incentives, I would have been happy to forget it all and still send some business their way.
OMG Badly Baked Customer Service and Communication
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