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  • My very first negative experience with them- they have done MANY cakes- My wedding cake- Birthday cakes- all occasions really. I attempted to commission a Game of Thrones theme cake for my wife's birthday- Ordering was over the phone- I asked if they had stock images or cake topper- answer was no. After all selections made, I agreed to submit ideas and images via email at their request and paid for the cake by credit card over the phone. I was warned of copyright- I asked how I tell on images- they advised they would let me know if I needed different images. Email immediately sent with images. Being curious I called later that day well before the end of business to see if all images and ideas were useable/ acceptable. I was told by a woman that nobody was looking at the email and to call back tomorrow. Really? Can't check the email? Ok- no problem. Next day- nothing. Called at 10am- was told they did not receive email. I pressed them for answer on design and copyright- no answer. Called back an hour later- had to press them again to answer- on hold for a bit- 1 out of all the images are useable due to copyright was their answer. I said then let's cancel the cake due to them not attempting to suggest anything else and my dismay of having to chase them to even give me an answer- let alone starting the whole process over. I'm then told it will be an 80% refund. Really? It's great to know that the bakers are very talented because the customer service is just not there. Delicious product with a poorly led front end of the business. I stated that I have never had this much trouble ordering a cake and was disappointed. I asked if I could have all my money refunded and if not, I would no longer order from their business and submit a dispute to my bank card company. I'm on hold for some time and was answered with the refund was applied to my card and they would note their system to no longer take an order from me. Good luck guys!!! Your product is tasty- but the front end just ruined any future business from me or my family. It's a shame because family owned bakeries are dwindling and at the end of the business day, customer service still reigns King. Classic example of what not to do, and how not to treat customers. I'll have my cake from elsewhere, and eat it too!!
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