Wild Rose Cakes — Attraction in Edmonton

Wow. Where do I even begin...I am so baffled by the level of unprofessionalism from such a "reputable" local business. The customer service is absolutely abysmal. I have ordered many cakes from them in the past and have always loved the cakes and recommended them to everyone I knew, which is why I chose them as my wedding cake vendor. But after my experience with them for my wedding cake, I will never order a cake from them again nor recommend them to anyone I know.

We consistently had issues in communication. First was when I placed an order for a flavour sample in order to choose flavours for my wedding cake. We emailed back and forth for a while. After settling on a flavour, I was asked to provide dates that would work for pick-up. I provided 3 but then didn't hear back by the time all the dates had passed, so I sent a follow-up email. Lynne apologized and said she forgot and then confirmed it would be ready for pick up that Saturday 10-2. On the morning of the pick-up for this sample cake, I decided to call to just make sure that everything was ready as discussed (because I am a make a list and check it twice kind of person)...which is a good thing I did, because it turns out that our sample cake was not made and the kitchen did not even know that we had placed the order because Lynne forgot to tell the kitchen. We had to rearrange our day (in the midst of wedding planning season) to accommodate this miscommunication as they said they will still be able to make it but it won't be ready until the end of the day instead of the earlier pick-up time we had discussed in emails. When we arrived to pick up the cake, there was no apology or acknowledgement of the error from their end. I sent an email after this whole situation citing my concerns around communication as the order will be for my wedding cake, a much higher-stakes situation. She apologized but then ended it with a weird passive aggressive remark that stated that she "went out of [her] way for us" (to fix HER error mind you), then jumped to the conclusion that we would be cancelling our order (???)...when I was just asking for some accountability and reassurance (see screenshot).

The miscommunication did not end there. As I said before, I like to double-check things. So as I was looking over our contract, I noticed that it did not explicitly state that it would include the lilac purple ribbon as we discussed and confirmed in our initial emails with the owner Kristianna. So I requested that to be added to the contract for clarity, especially knowing that communication with the kitchen seemed to be an issue given our sample cake mishap. Then she replies back stating "there was never a mention of a ribbon" and that she would "have to see, but pretty sure lilac is not something they have". As I am scrolling back through our previous communication to confirm that it was in fact NOT my error, I get a second email saying that she saw the note and that there was mention of a ribbon. So instead of double-checking her notes, she jumped to assuming that the customer was incorrect and then made it seem like she would again have to go out of her way for me to find a suitable ribbon. In my reply, I asked if "there were any other details [they] need from us to ensure there is no more miscommunication moving forward?". Then she replied with the most unprofessional, gaslighting, passive-aggressive response - essentially shifting all the blame to us (see screenshot below). Also mind you, what the kitchen and designer sees is not something that was ever communicated to us, so how could we possibly know that they wouldn't have all the design details that we originally requested when it was already confirmed by the owner?

So, after seeing my receipts below, I will let you be the judge of whether this is a company you want to do business with. If you've ever planned a wedding, you already know how much goes into it and how stressful it can be. In my opinion, no cake is good enough to warrant such disrespect, especially at such a stressful, significant time...

Having placed several orders previously with Wild Rose cakes, I knew that they had the standard and customer service that was quite great.

I wanted to place an order for custom cupcakes and after emailing back and forth I had to make changes to my initial request as they didn’t do specific things anymore due to there growing business which was okay.

The issue I had was with the communication. I had to follow up twice for this custom order and then 3 days prior to pickup I was told that they couldn’t make me a specific item that I requested in every email since I started the custom order. When I told them it was available as they offered it on their site and I have ordered it before. Instead of double checking I was aggressively told through email for misunderstanding them. Then I was sent another email saying they do offer the request but it’s custom and she needs to ask the manager to make them.

They told me they couldn’t do it even after I placed this order two weeks prior and this was not mentioned until I followed up with my order.In my last email prior to pick up I asked when I could pick the order up to which I got no reply. I showed up on Sunday at 10:30am and the cupcakes weren’t ready.

The lady at the counter was very lovely it wasn’t the owner or the lady I had been emailing back and forth with, she apologized for the inconvenience. I came back to pick them up and when I took the cupcakes home they didn’t even have the happy birthday nameplates that were suggested and confirmed for me would be put on.

Felt as my entire order was a after thought wasn’t expecting a lot just timely communication and getting the order which you request and pay for. Especially when the order is for a...

Communication is really terrible. The overall quality of goods is great, the treats are beautiful and tasteful. I just wish their customer service, communication and overall customer experience matched the quality of the goods. With the way they market and how professional they seem with their online presence, the actual service is very poor. I understand they are a small local business, but that isn’t always enough of a reason to continue to support a business. I tried to support Wild Rose a few times and unless I do an order directly off of their website there are serious communication issues. Emails go unanswered for weeks and orders are completely mismanaged. At the end of the day, the quality of the goods I received was great and they gave me my order for free. However, will I order with them again? Probably not. The whole time I was scared that my order would not show up - and after they pleaded with me to give them a 2nd chance the communication after I agreed to that became cold and curt. After all the headache I went through with booking, they did not even touch base with me to see if everything went well. This was a large scale event for me and I made my original inquiry 6 months in advance. As a local business you should also care about the community you are serving. Instead of going on social media and blaming people for giving negative reviews they should really take a closer look at their day to day operations and...