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  • My spouse was craving cake, and I'd seen the tempting display case at Highland Farms before, so we made a trip for just that purpose. We noticed that they had a small 6" red velvet cake on, and even though the price seemed steep ($19.99), we got it. When my spouse got it home and had a slice, he was terribly disappointed to discover that the cake was dry and flavourless. Red velvet is his favourite, and it's supposed to be very moist and rich, so he was really upset about wasting money and getting burned. I urged him to return to the store to bring it up with the manager. This is where Highland Farms really went above and beyond. We went back the following day and brought up the cake with the customer service rep. My spouse was feeling a bit sheepish and weird for bringing back a cut-into cake, but the rep took his issue very seriously and even remarked "And that's an expensive cake, too!" when she heard it was dry. She called the store manager up to the front, and he seemed shocked and worried to hear that the quality of the cake was so low, so he had us follow him over to the bakery section while muttering "oh dear, oh dear," and he confirmed with the bakery attendant that the cake had come in from a certain supplier and that their products should never be dry and flavourless. At that point, he assisted my spouse in reviewing all the other cakes on sale and helped him pick out a replacement (a half sheet vanilla), and then sent us on our way. It's so unusual for a grocery store to take a small cake incident that seriously, and moreover, they made my spouse feel a lot less awkward about bringing it back with their concern and consideration. I'm so impressed with the customer service and dedication to quality.
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