My son’s eleventh birthday is coming, and he just wants to have his grandparents over, nothing special. A few weeks before his birthday, my wife and son go to a nearby place to order a cake. We’ve had great success with their cakes in the past and everyone has really enjoyed them, so it was a done deal: use them for this birthday cake.
The day of the birthday, my wife stops at the store and picks up the cake. Things look good. Everything is spelled correctly, and the decoration on the cake looks very nice. Now we’re all set.
It’s about 8:00 pm, and the birthday is coming to an end, so we do cake. I set up the candles and light them, we all sing “Happy Birthday”, and so on. My wife starts cutting pieces of cake and plating them, and she pauses after placing the first piece of cake down.
Wife: “The filling doesn’t look right; it should be chocolate. That doesn’t look chocolate.”
I lean over and look at it. At first, it looks like the filling had some frosting bleed into it from the edges. So, she continues to cut a couple more pieces and plate them.
Wife: “It certainly doesn’t look like chocolate filling. We ordered chocolate filling… What is it?”
Me: “You know, you could just taste it to find out.”
I take a fork, scoop out a little of the filling, and try it.
Me: “I don’t know what it is, but it certainly isn’t just chocolate. It almost tastes like they mixed lemon with it…” *Makes a slight gagging sound* “This is awful. Who the h*** would want a lemon and chocolate mix for a filling in a cake? Lemon and chocolate don’t go together!”
I have a nasty lemon/chocolate flavor just stuck in my mouth for an hour. I can’t get rid of it. So gross. I love lemon-flavored stuff — candy, bars, bread, lemon poppy seed muffins, and the list goes on. I’ll even peel a lemon and eat it. But this, this was awful.
A few other people at the table try it and no one likes it. We’ve got about a quarter of the cake that we all throw out, and the other three-quarters I’m going to return to the store tomorrow morning when they open.
Morning comes, and my wife doesn’t want to accompany me to the store. She just kind of shrugs her shoulders and says it’s no big deal. What? Yes, it is! The cake cost $35. With current gas prices, that’s almost a full tank of gas for one of our cars. I’m not letting $35 go to waste.
I head to the store and speak with the two ladies behind the counter. They’re offended when I say the cake tastes like crap, and they call over the manager.
Me: “I don’t know what you guys did, but the filling for the cake my wife picked up yesterday is awful. Downright awful. It was some nasty lemon and chocolate filling, gross. They ordered chocolate filling.”
Manager: “Here’s the order form. As you can see, the filling section was circled as wanting lemon.”
Me: “My wife and son both asked for a chocolate filling and never once said the word ‘lemon’. The lady who filled out the form even wrote chocolate in the filling area, so I don’t know why they also circled lemon.”
Manager: “There’s nothing I can do about it; it was made correctly.”
Me: “I’ve got the cake with me; you can eat some and let me know how you feel about it. My son was upset the cake tasted like crap, and I don’t blame him.”
Manager: “Like I said, this is the form that was filled out.”
Me: “The customer doesn’t even fill out the form. The employees do as we talk to them.”
The manager just stares at me like I’m stupid.
Me: “So, you’re telling me that no one ever makes a mistake? Who the h*** would want a lemon/chocolate filling? It tastes awful. I love lemon food, candy, bars, and bread, and I’ll even peel lemons and eat them, but this was just disgusting.”
The manager looked over the order form again and noticed that chocolate whipped topping was marked to be in the cake and should have been in the cake, but there was none. After a bit more back and forth, he finally agreed that mistakes can happen and he’d be willing to refund at least half the cost of the cake back to us, but he said that was the best he could do.
In the end, I told him they could keep the other three-quarters of the cake we didn’t touch because it tasted awful, and he refunded me $20 out of the $35 we’d spent on it. I don’t know if they ever tried the cake or not, but I hope they did just so they could be punished for the screw-up.
In the end, it wasn’t a complete loss, but it wasn’t a complete win, either.