I've been following this thread with some interest, the cakes and the stories behind them are so interesting and fascinating.
Okay, I am curious.
To the folks who ordered cakes and did not get what they ordered, received badly made cakes, stale cakes, horrible icing...did you contact management??? I mean, come on, if you are paying so much for a quality Disney cake, I would demand quality! They aren't doing you a favor by accepting your order; you are the customer. If you did speak with management what was the outcome? Thanks!
I usually contact management about overly bad as well as excellent experiences (I see that as a service, because otherwise how would they know?) I don't know what I would do if they stiffed me for a cake I ordered for my wife or especially my son or daughter.
On the outside I'd make the best of it, but you can be sure I'm going to flip once the party is over.
See, the issue here is that when they screw up a cake, besides giving you your money back, there is really no way to redeem your experience.
The memory is ruined, your surprise - a bust.
And you can't make a big deal out of right there and then (especially when kids are involved). So many times, I can only assume, when it's time to give negative feedback (because in my eyes, not getting what you paid for is NOT complaining) people just shrug it off.
Even though, between you and me, I will certainly try to find out exactly what I'm getting, and get it in writing before I shell out a dime.
But then again, I'm cheap