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  • I want to love The Chocolate Shoppe--I really do. They're a Madison original, for sure. But they screwed up my son's birthday cake and initially declined to fix it. Then, when it was all over, I got one of the most juvenile comments I've ever received as a customer. Stuff happens; I get it. Everyone makes mistakes. But then they didn't take responsibility for it, and that's just weak. Without getting too deep into the details: I ordered the cake with an image on it, but shortly thereafter changed my mind and called, telling them I just wanted "happy birthday" on the cake. The person on the phone assured me this is no problem. About three hours before the party, I show up to a completely blank cake. I was alarmed, but I dealt with a friendly and responsible young woman named Madison. I showed Madison my cell phone record showing that I had called in plenty of time. Evidently, the information I provided wasn't relayed to the cake decorator. Madison took ownership of the problem. The decorator/manager declined to fix the problem, but Madison gave it another try and convinced her to come in and put "happy birthday" on the cake. Great, right? Mostly. I go back to pick up the cake and the teenager behind the counter is beyond surly. I politely asked if they could work with me on the price seeing as how they didn't deliver the decorated cake when promised even though they had all the information they needed. She stared at me icily and said, "That's not what happened. You never called us back." Never mind that The Chocolate Shoppe's own notes from my call saying "skip the image and just write "happy birthday on the cake" were hand-written on the receipt! As far as I can tell, the cake decorator never bothered to look at the new instructions. Whatever; it's thirty bucks. I paid. As I was starting to walk out, the kid behind the counter says, "Next time, just go to Dairy Queen!" Wow. Way to keep it classy, Chocolate Shoppe! Madison was great; the bratty kid behind the counter at pickup and the decorator/manager who couldn't be bothered to fix her own mistake were not so great. Again: I don't mind that they made a mistake; I've certainly made my share. But I do expect them to fix their mistakes and refrain from taunting customers as they walk out the door.
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