Sam's Club - Graduation Cake Disaster

Complaint

Review by mickeymouse0325 on 2012-05-21

Rating:

LITHONIA, GEORGIA -- On 5-19-2012 I had the worst experience with Sam's Club bakery. I placed a order on Tuesday 5-15-2012 for a graduation cake. The cake was suppose to be design 4. This is the cupcake& cake combination. The cake was to have the graduated picture on top of the cake. On Saturday I arrived to pick up cake and the cake was not as I ordered. The bakery staff proceeded to inform me that you could not get that design with a full sheet. And I explained that's not what the other staff member stated at the time of order. So they offered me the cake at 1/2 price for the error. However, proceeding to the cashier I notice the cake sinking in the middle. And I was not the only one. The cashier and the another worker noticed the cake. So cashier contacted the manager to inform her this. The manager Courtney came over and still only offered the cake at 1/2 price or wait for another. I had already informed them of my time frame and it was not possible for me to wait that's why I ordered ahead. So I end up taking the cake at the advice of the cashier and was informed to return letting them know of my dissatisfaction. However, upon leaving the store the cake starting sinking some more. Courtney stated the cake was fully done because they don't bake them fresh the cakes are frozen. And then the person at the cashier at the customer service counter states that her cake was the same way and she had no complaint I state to the manager that I felt I should get refund my cake should be free because of the way it looked. She informed me that it was not possible and that I could take it or wait for another. I took the cake because was not getting anywhere with this matter so I took the cake and contacted corporate regarding my issue. Corporate offered me a full refund and to report this matter to the Store Manager. Not only do they need train the bakery department, they need to send the manager Courtney to a customer service class. I know we are human and people make mistakes. However, when the manager in charge has a I don't give a damn attitude towards the customer, especially when you know it's a problem that makes the customer more angry. So I suggest to anyone that is going to use the Sam's Club bakery at 2994 Turner Hill Rd.
Lithonia, GA. Please pick up your cake 3 hours ahead of your event just in case you have issues.