Edible Art Cake Shop — Restaurant in Charlotte

I emailed the business before I resorted to writing this review. They opted not to rectify the issue, so here I am. I have left Edible Art raving reviews in the past as they have done stellar work for me. I truly regret having to craft this review of the negative experience I had today. I LOVE Edible Art! I am/was a loyal customer. Edible Art was my go to bakery for custom cakes. It was the first and only place I considered when I needed a cake or am referring someone to a bakery. At least once a year, I order a custom cake from this bakery. On average, I visit the bakery once a week to buy cake slices. Today, I picked up two cakes from Edible Art, and for the first time in my six years as a customer, I was disappointed in one of the cakes I received. The gold accents were not the color gold we had agreed upon. My initial order and approved order request had yellow gold accents. The cake I received had rose gold accents. I expressed my concern and disappointment with the cake before I left and was told they could try to paint the rose gold balls yellow gold and change the rose gold on the cake to yellow gold which would take approximately 45 minutes. Unfortunately, I did not have 45 minutes to wait for this change to take place as I was pressed for time since Edible Art only provides a two hour window (between 10 and noon) to pick up cakes. One of the events I needed the cake for started at noon. I arrived at 10:45AM to pick up the cake. Upon notifying the manager that my cake was wrong, she said that I could refuse the cake and be refunded my deposit which was reasonable but that would have only been plausible if I didn’t need a cake for my event at noon.

This situation could have been avoided had:

Someone called me ahead of time and said, “Hey! The accents we received are rose gold instead of the agreed upon yellow gold. Do you want to use the rose gold, or would you like to change the design of your cake?” This would have been the absolute best option. While I came in fully prepared to pay for and get what I ordered, it would have been good customer service to offer some sort of reasonable compensation for your mistake (i.e. a percentage off, complimentary cake slices in the future, a coupon for future use, cookies or something showing an attempt to appease a long time customer) especially considering there was not enough time to fix the cake before my event.

None of this took place. Instead, I walked away angry and never wanting to do business with Edible Art again. I felt as if no compassion was shown for my disappointment and no one cared that I was a long time regular (usually weekly) customer. I opted to send an email to the bakery in lieu of writing a review to provide an opportunity to fix the issue. They responded with this message, “ We regret that we did not have the opportunity to try and change the gold on the cake before you left but understand your short time frame. We hope you understand that it is not our policy to negotiate refunds when we have a shop full of customers.

We have added a note in our system to consult with you in the future if there is anything questionable about an order you may place with us in the future so this will not happen again.

If you decide not to order from us in the future, we will completely understand. There is nothing worse for us than not meeting a customer’s expectations.”

As a long time loyal customer, I am so disappointed.

2/14/23 Update after the response from the owner: I have ordered several cakes and never asked for a discount. Why now? I pay for everything I buy and expect nothing discounted. I wanted you to right your wrong. YOUR bakery made an error and instead of making it right, you were arrogant about it. You were aware that I had time constraints and you have a limited window for pickups. Had I seen the cake sooner, I would’ve had you fix it, but that was not an option. After seeing your reply, I was foolish to expect you to be a reasonable business person. You have a great product, but your business acumen and customer...

I want to start out by saying that I did email the cake shop before writing this review to give them a chance to rectify the situation. I ordered a custom cake for a Halloween party and picked it up the same day as my party. It was the smallest 2 tiered cake they offer with rather simple design/decoration that cost $260.

This is what I wrote to them, which also perfectly sums up my feelings about the product:

“I just wanted to let you know that I wasn’t very happy with my cake for a few reasons. First, it was not as neat and professional looking as I expected based on the sample cakes you have in your shop. I was actually asked multiple times at my party if I made it myself. Not the look I was going for.

Second, all of the stick on bats fell off before my guests even arrived at 7 pm. I did store the cake at room temperature at instructed. I had to put them all back on myself with toothpicks to hold them on before everyone arrived.

Lastly, the cake itself was very dry. I realized it immediately when I tried a piece myself and also couldn’t help but notice that none of my guests finished their pieces. I literally couldn’t give away the extra at the end of the night. No one wanted it.

I am disappointed. It was a rather expensive cake that I think I could have actually done better myself. Your sample cakes in your shop are excellent, which is why I ordered from you. No part of the cake met my expectation of a professional bakers’ finished product. Despite my disappointment when I first saw the cake, I did just pay and take it because… what else was I going to do? I had already paid for more than half of it, my party was in a matter of hours so I wasn’t going to find another one, and nothing good was going to come of being difficult to the nice young man who works your cash register.

I just thought you should know about this.”

Their response was that they have a sign in the shop that says “please allow us to address any concerns you have before leaving the shop.” Apparently there is nothing they can do once the cake leaves the shop.

I mean… were they going to be able to make me an entirely new cake that is 100% better than the one I was looking at in a matter of a few hours? No. That’s why I did not bother the young teenage boy who took my remaining balance from me with this. This was not something that was going to be addressed on the spot before my party.

As for “there is nothing we can do now,” there actually is. You can refund some or all of what I paid for an extremely inadequate product. Since I don’t see that happening, I at least thought others should know about this before placing a custom order with this shop. I was surprised this happened because all of the other reviews seem good, which is not an accurate representation of my experience. The price was also rather high, which lead me to believe I was going to get what I paid for. Clearly,...

I'm using my dad's account to write a review because I don't have a g-mail of my own, and I simply had to write a review of this bakery. I had a cake made for my first wedding anniversary and let me say that it made my very first anniversary very very memorable! Being a peacock fan, I 'd always wanted a peacock cake made for my wedding but that didn't work out as I'd wished but this cake truly did make up for that and made my wish come true. The cake looked better than expected and was THE best cake that I'd tasted in my life and let me also add "the best fondant cake" because I'd never tasted fondant cake before. My husband loved it very much as well and he insisted to write a review as he was pleased very much with my choice of the bakery. Also, I really appreciate the fact that they make any design you please. Therefore, I could pretty much go ahead without any hesitation to order the design I always wanted to have. Every inch and bit of the cake was really a delight to taste and all worth the money I paid. Thanks so much for making my anniversary...