ESTON'S GOURMET CREATIONS

"First off, the member claims we "added their own touches of gold" to her silver anniversary cake. However, the only gold used on this cake was the board the cake sits on, which is our standard board and the only color we use. There would be no way to "fix" that. She also never inquired about the color of the board for the silver anniversary cake. The cake was decorated in every other way to her specifications. The second cake she claims was supposed to be all chocolate and that we used light blue frosting instead. Each and every order we take is written down on our standard order form and upon completing it, we repeat back all information to the customer for verification before processing. Everything from the delivery date, size, flavor, design, writing (if requested) and icing color and accent colors are reviewed with the customer before they leaver our store. We do no arbitrarily choose or change anything specified by the customer, including the color for the icing or accents. It was done with this order as well. Our order shows she ordered her cake with light blue icing and brown (chocolate) accent color. Therefore, stating that it was to be all chocolate is completely impossible. Finally, I would like to note that these two cakes were ordered on separate occasions and picked up also on separate occasions. No complaint was filed with us upon pick up of either cake or at any later date. If the member was that upset on either occasion, why did she not ask to speak with the manager immediately before she left either time with her cakes or call and voice her concerns to a manager after the fact? For her to make accusations of arrogance and lack of customer service is not only offensive but totally inaccurate. We always have a manager on duty ot handle any questions or concerns that arise. None were ever brought to our managers attention. The member states that we refused to fix it or make any monetary adjustments. This report from Angie's List is the first time we have heard about her dissatisfaction. All items ordered were done as promised and to her specifications. In the competitive world of business, customer service is equally important as "incredible tasting cakes". We at Eston's take a great deal of pride in both our customer service and our quality desserts. We are about to celebrate our 22nd year in business which would not be possible having arrogance and lack of customer service. If the member would like to call or stop in to discuss these matters further, we welcome her to do so."