My family has ordered cakes from Lucy's for awhile and we have never had an issue. This was my first experience ordering with them and it was horrible. I called to tell them that the strawberry cake I ordered was Vanilla. It was still good but just not what the birthday girl wanted. I spoke with the lady who told me that I needed to speak with the owner because she can't do anything and nobody in the shop could do anything and I needed to have a picture and I needed to come by when he was there which was as early as 6 A.M. I told her I'd appreciate if I could leave my name and number because of my work schedule. She said, with a nasty attitude, he's not the type of person to talk on the phone. I then told her I'd really appreciate if I can leave my name and number so this can be resolved. She then said I'm telling you that this isn't going to resolve anything you need to come by, he's not going to call you. I then asked for her name and she said that it didn't matter what her name was, so then I ask to speak to somebody else and she then told me that it still wouldn't be resolved if I spoke with somebody else. I finally just told her to give the phone to somebody else. She gave the phone to another lady, Diane, who was very sweet. I explained the situation to her and how I was upset, not that the cake was messed up, but at the customer service. I would have let go of the fact that the cake was messed up because things do happen, but the fact that the lady was so incredibly rude just made my experience horrendous. I eventually got to speak with the owner, Bill, who proceeded to tell me that this unfortunately happens more than he would like to admit and that he would put a $7.50 credit in the "credit complaint book" and asked if that would "suffice" or if I wanted something else. He didn't apologize and he told me that he doesn't like talking on the phone because he's hard of hearing and he's old and that his staff was just sticking up for him. I understand that he may not like speaking on the phone but that is no reason for his staff to act unprofessionally. I'm glad my friend enjoyed her cake but this was the worst customer service experience I've encountered.