A Cake Odyssey — Restaurant in Santa Fe

When I ordered our cake from A Cake Odyssey, I spoke with Jim, explained what I wanted, and he read it back to me. I sent a photo. My wedding planner also sent a photo. What was delivered on our wedding day bore no resemblance to what we ordered, and what was delivered was visibly not well done. Our planner was so freaked out by it that she took off without a word to a florist to buy flowers to try and make it look presentable as a wedding cake-- we obviously had to roll with it at that point. I had been so jazzed about the cake I ordered and had been talking it up to my fiancé for weeks! So it was kind of upsetting. I called the bakery and left a pointed but polite message, even questioning whether this was supposed to be our cake--that's how "off" it was. I requested a call back the next morning. None came. Our planner was able to reach Jim, who confirmed he received my message and would call me. He never did. A week later our planner called again, and again was told someone would call me. No call. I sent an email to Jim expressing frustration and disappointment and requesting a refund. No call, no reply email, no refund. Basically--they messed up our cake and simply do not care. We're shocked and frankly think this is totally bizarre, but there it is. Maybe because it was a very small order (we eloped), they just don't see that we matter? Well, it mattered to me. I trusted A Cake Odyssey with my wedding cake and that trust was misplaced. We can never get that moment back--ever. :(

Update on 10/23/19: Responding to Karyn W: What you could do for us is provide refund I've been very respectfully asking for. That charge on 08/15/2019 is still sitting on my credit card, which strikes me as...

With many special considerations my wife and I chose to go with a Cake Odyssey. Months prior to our tasting I had bought samples and cupcakes and cakes from many vendors and cake shops which I then froze, flew across the country to my fiance, refroze them and then after thawing we tried each vender one by one. As a cake Odyssey cupcakes looked the messiest, from travel and plenty of icing, we had those last. I'll skip the suspense and say it was a no brainer, except for the flavor. Our tasting with Jim was fantastic and beautifully prepared. It was a time we truly felt special. We even snuck cake and cupcakes before our reception. I can't thank you two enough. We look forward to coming back every week for cupcakes. We now give them out in gifts and as favors to people. It's not much of a choice if you want better flavors and the wildflowers they put on the cupcakes looked so real. Thank you thank...

I ordered a simple small 6"/8" 2-tier buttercream wedding cake by phone 2 weeks before our event. I paid $359.32 over the phone. Later that day I canceled. The owner would not provide a full refund saying he would charge a cancelation fee. That fee was not mentioned when we placed our order. And, less than 24 hours had passed. The refund we received was short $63.32. Of course he had not started baking or buying ingredients for this small cake 2 weeks before the event. And it was so simple it required no design work at all. It's really sad that he felt the need to take $63.32 from us for no reason. Just very poor, shortsighted customer service. He could have left us as strong promoters of his business and come to him with future event orders, but instead we feel bad about our...