I recently ordered a cake from vanilla and had a minor issue with it, and sent them the below email that I never got a response from. So, I thought I'd put it up here. Husband said I was way too nice.
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Hello,
Several months ago I placed an order for a vanilla cake with chocolate butter cream. I picked it up today but when I went to your studio ( I was too early, my bad) I was told it would be a vanilla cake with chocolate buttercream but covered in white buttercream. I said that's not what I was ordered and not what I reiterated when I called a week ago to confirm order. When I placed the order I was never told this was the "policy."
The baker said she could marble the cake which was kind. And she did, and the cake looked lovely but it isn't what I ordered nor what I wanted.
You should know I love your bakery. Before we moved to Pittsburgh we lived in New York, where I was one of the food buyer. I know good food and I have recommended your bakery to everyone. I still would recommend it despite the issue I had today. But I have cake maybe once a year. So I was disappointed.
I never had a chance to actually order a cake before from your bakery (I've always gotten the cupcakes) so I wanted to make a recommendation: that your front of house review orders and explain your cake policies. I had no idea that if I ordered a vanilla cake w chocolate buttercream it would actually not be covered in chocolate buttercream!
There are bigger issues in this world than my birthday cake. I will still visit your shop. Today was just a bummer.
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Anyway, that's what I wrote. I would still like to hear from them.