"After they prepared the cake for writing, we waited about 20-25 minutes for it to be ready. I should mention that after waiting for 15 minutes, we checked in with one of the staff members since there was no line, and she only responded with "It will come out soon" without bothering to check on the status in the kitchen. When our cake finally arrived, the writing was barely legible!
When we raised our concerns, they insisted that the cake we chose wasn't suitable for writing. We explained that it was someone from their team who asked if we wanted writing on it, and their response was, "Well, you didn’t ask." We were so taken aback by this that we just let it slide and paid for the cake, having already spent half an hour there.
As expected, when we showed it to my parents, they couldn’t read it at all, which really spoiled our baby reveal. Having previously worked in a bakeshop myself, I understand the importance of suggestive selling; we would always advise customers if a cake was not appropriate for writing and suggest alternatives. It was naïve of us to expect the same level of service here.
Regrettably, we won’t be returning to this particular branch (Concord) again, especially since our experience at the Milpitas branch was much better, with staff who truly care about their customers."
