It's Icing on the Cake - IT'S ICING ON THE CAKE may not be as sweet as we thought

Posted on Friday, September 17th, 2010 at 2:44pm CDT by c7665d11

Product: Cake decorating

Company: It's Icing on the Cake

Location: 2435 Central Ave
St Petersburg, Fl, 33713-8846, US

URL: http://www.itsicingonthecake.com/

Category: Other

On May 20, I went to "It's Icing on the Cake" in St. Petersburg, Fl. to browse for a cake to celebrate my sister's baby shower. The taste testing was great; all of the samples were delicious. We were having a jungle theme baby shower and wanted to have a cake with a monkey sitting on top. I brought along a place mat so that she could see what type of theme/decor we were going for, as well what we wanted the monkey to look like. The owner sketched out a design of the cake to-be, and with approval from me and my cousin, I paid with my visa card in full $200.00.

The owner said that she would deliver the cake personally to the restaurant where we where we hosting the baby shower the morning of. The cake was delivered an hour prior to the event as requested. We had her place the cake on a table that was against the wall and away from heavy traffic flow.

The head of the monkey was PLACED on top of the body when she arrived to the restaurant. An ear had fallen off during transport, so she dipped in warm water for reattachment.

The level of detail and quality of the monkey was far below what we had been led to expect when we paid for the cake. The monkey looked like it was made out of putty with the body rolled into a circle, as well as the head. The arms and legs where in the shape of a cylinder, bent at the ends to look like its hands and feet and simply stuck on the body. The ears and eyes were flat cut outs with no shaping or molding.

About twenty minutes after the owner left, we noticed that the head was starting to tilt and the leg and ear had fallen off. We were not given a cell number to contact the owner and her business is closed on Sundays, so we had to try and put the pieces back together ourselves. We managed to get tooth picks and scorches from the waiter, and thankfully secure the monkey. All of the extremities of the monkey had fallen off because she used hot water to attach the limbs. There were no reinforcements (toothpicks, ect.) used to secure it into place.

After the baby shower, my cousin called the owner to tell her about our poor experience with her cake. Due to the high price that was paid for the cake, we thought a discount was more than appropriate, however, the owner did not see it as such. After hearing many excuses from the owner, my frustrated cousin gave her my number to call me, since I was the one that had paid for the cake on my credit card. I explained to her what had happened, immediately she blamed it on someone knocking the table or touching the cake. I explained to her that my two cousins and I were the only individuals in the room prior to the cake falling apart and we were on the opposite end of the private room setting up decorations. She made excuses like, "well, I used water to secure it", "I gave the waiter my card with my cell number on it", or "I've never had a complaint before I don't know what to do." Unable to give me any valid response, I told her that there should be a partial refund due to the unacceptable state of the cake we received. . She said that, ''she could make me a cake and was unable to offer a refund because she worked so long on it." I told her that I did not want a cake; instead I wanted some money back, and for her to charge it back on my credit card. She said that she "could not do that because she would get charged and that she would write me a check." I said that a fifty dollar refund would be appropriate, she did not agree explaining how she worked so long on the cake and she would be losing money if she did. Fed up and frustrated we agreed on a $35.00 refund. The baby shower was in May 2010, and it is now September 2010. I am still waiting for a check. I have left numerous messages with no response.

I have photographs as well of the cake to see how the head and other extremities were falling off as well as how we had to properly secure the figure.

I POSTED A COMPLAINT ON www.weddingwire.com AND "IT'S ICING ON THE CAKE" RESPONSE WAS:

it's Icing on the Cake responded with the the following comments:

We created an adorable jungle themed monkey cake to match the clients place mats for a baby shower cake. All aspects of the custom cake was created to perfection and delivered on time and totally in tact. As always I take a picture of every cake delivered. I welcome anyone to visit our cake boutique and see the picture of this baby shower cake. Unfortunately when a cake is delivered we can not prevent what may occur afterwards. Especially if the cake table is up against a servers station and also used as a present table.

MY RESPONSE TO "IT'S ICING ON THE CAKE" RESPONSE (www.weddingwire.com):

As the owner knows, and two relatives of mine were the only individuals in the private room an hour before the party when the cake was delivered. The table was against the wall and out of the way of traffic flow, had not been touched. As I had stated before, about twenty minutes after the owner had left the head started to fall because she had not probably secured it as well as other limbs. We were not given a cell number to call and the business is closed on Sundays. I have photographs as well of the cake and anyone is welcome to see how the head and other extremities were falling off as well as how we had to PROPERLY secure the figure. Also, she had to reattach an ear before she had even left. I believe it is unprofessional and extremely poor costumer service when the only response I have received was a response to my complaint post on this website. I am still waiting for the refund that was promised, as well as a return call to the numerous messages I have left. Please do not risk ruining a special day that you can't have back. Go to a true professional; or at the very least shop around and ask for references.

SHORTLY AFTER I POSTED MY SECOND RESPONSE I ADDED THE PHOTOGRAPHS OF WHAT THE CAKE ACTUALLY LOOKED. IT'S ICING ON THE CAKE DISPUTED MY POST AFTER THE PHOTOS BECAME AVAILABLE ONLINE. MY POST HAS BEEN TAKEN OFF THE SITE TEMPORARILY FOR REVIEWING. I HAVE NO DOUBT THAT THE REVIEW AND PHOTOS OF THE ACTUAL CAKE WILL BE BACK ONLINE.

It is so mind boggling that instead of refunding what was promised, It's Icing on the Cake is putting more effort in trying to silence my complaints.


1 Comment

8f3d0f56, 2010-09-23, 05:59PM CDT

I was looking for a cake for my best friends baby shower that I am hosting next month. I am so glad that I found this posting! Thank you for saving me!!!! I live in Clearwater FL, not far from St. Pete. Belive it or not I was considering using this business, since there website looks good. BUT after reading this review I WOULD NEVER EVER USE THEM! Sounds to me like they are all about money and not about making the customer happy. A baby shower is stressful when you are the hostess without having to worry about the cake falling apart. I would demand a refund from this business. What a terrible nightmare of a set up. I hope she makes a professional decision and considers the stress she put you under. You deserve a FULL refund. I wont ever use this place.

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