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| - Full disclosure - I'm a repeat customer of both this location and the other Arrowhead location, (further East on Union Hills). My wife and I typically visit one or the other, depending on whom carries the most appealing flavors on that particular day, at least a couple times a week.
While service and food quality is typically pretty good at this particular spot, and they have the added appeal of an indoor seating area (which the other location lacks), there's something to be said about the execution and customer service, and that's what motivated me to pen a separate review for this location.
Case in point, I made the mistake of ordering a customized "frozen custard" cake for my wife's birthday. She had seen them advertised and really wanted to try one. So, four days out, I went ahead and contacted them to set it up. Seemed simple enough, right? Not quite. I asked about the "custom" option and there was apparent confusion about just what could and could not be customized, requiring a call back. Odd, at least I thought, but I was willing to give it a go so I went along with it. Call back resolved the available ice flavors, so I made my choice (Florida Orange), gave my information and even the specific time of day I'd be coming in to pick it up.
Fast forward to the pickup date. My wife and I just finished dinner and headed straight over to pick up the cake. We get there and tell the employee that we're here to pick up a cake. He asks me what flavor, and I tell him it should be under my name. He finds nothing with a name on it at all. I tell him it's supposed to be Florida Orange flavored. He is able to locate a cake labeled "Orange Cream," but which has nobody's name on it or any other identifying information. He asks me if that's the one, as if I have any way to divine whether an "orange cream" cake with no name is indeed the "Florida Orange" that should have been marked with my name. Is it probable? Yeah. But "probably" doesn't cut it for my wife's birthday cake, and certainly not at this price point. It's not as if I can bring it back, right?
Not wanting to buy the wrong (or someone else's) cake, we asked if there was a manger we could talk to. Naturally there is no manager on site, nor any means to contact one, because that would have made too much sense. So, frustrated and with my wife now upset on her birthday after being super excited to get the cake she spent FOUR DAYS waiting for, we walked out. Supposedly a manger would be available in about a half an hour, so I figured I'd call after we got home and try to sort this mess out.
Back at home, with my wife bummed out and watching TV by herself, I finally call right before 6pm. A different employee answers the phone, but not the manager. Better yet, if I understood her correctly, no manager was actually coming in later after all. Hearing the commotion on the phone, the original employee pipes up that said absentee manager apparently texted to confirm that yes, that was our cake they had. Scratching my head, I asked the employee on the phone two questions at this point.
First, why on Earth was there no name on it, to prevent you from selling it to someone else all day? Couldn't someone else have bought it before I got there? Second, why on Earth would you label it as "orange cream" rather than "Florida Orange" which it was? I didn't get a satisfactory answer to either one, and obviously it wasn't that poor girl's fault on the phone, but it was still a ridiculous ordeal.
I ended up having to back down to the store with my wife to pick it up the cake. Can you imagine the conversation? "I'm here to pick up the cake that doesn't have my name on it, or the right flavor."
Did we get an apology from either of the two employees when we picked it up? Nope. Maybe a phone call from the manager that was fully aware of the situation? Of course not. Any kind of discount for wasting my time, upsetting my wife on her birthday or us having to make a second trip because they don't have any idea if this was my cake or not? Not a nickel.
To put it gently, this is not rocket science and isn't supposed to be this difficult. I never imagined it would be this much of a fiasco to pick up a cake, and I feel really bad leaving a poor review for a place whose food my wife and I both enjoy on a regular basis. To wit, the custard cake itself was fantastic, just like all their other offerings, and we definitely liked it, but the complete and utter cluster in execution was too much. A genuine apology from someone would have gone a long way to tip the scales, but that was apparently too much to ask, from either the employees in the store or the manager. If you're not sorry for doing a poor job, why would I want to recommend you to anyone or give you more of my business?
Really disappointed with this place right now. Wow.
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