I am frustrated and disappointed regarding a recent experience at your store. I initially switched to this Walmart from a different location because of the excellent staff, and for the most part, I've had positive experiences. However, in recent months, I’ve noticed a consistent decline in the quality of service, with this last incident being particularly upsetting.
To begin with, my orders have frequently been incomplete or incorrect, and while I understand mistakes can happen, this situation was much more than that. I placed a cake order well in advance—more than two weeks, within the 30-day maximum allowed. However, the day before my scheduled pickup, I received a call informing me that the specific cake I requested was out of stock, and worse, that it had been used for another customer's order the day before.
This was incredibly frustrating, as my order had been scheduled for over half a month, and I don’t understand why a product I had paid for was allocated elsewhere, especially without my prior knowledge. Given the timing, the only option available to me was a last-minute substitution, which left me scrambling, as I had already budgeted for the party with the original cake in mind. I was also informed that a refund would take up to 10 days, which was unacceptable given the circumstances.
While I appreciate the staff member calling me to notify me, this last-minute change was incredibly unprofessional. Additionally, the cake I received, though well-made, did not match the design I had ordered as you can see in the pictures. The decoration discrepancies were significant: 1) The designs on the top were little to non existent. 2) The white and gold pearls that were part of the original design were missing. 3) The colors were much darker than what I had requested (which was supposed to match the party’s theme, hentz why I picked this specific cake). 4) Instead of the one large mermaid tail as advertised, there were several crappy smaller ones. 5) The sea horses were noticeably different in design. 6) The sea turtle and sea bushes were absent altogether, replaced with some toys instead of decent cake toppers from the picture. 7) just a note, the cake I ordered is the same size as the one advertised because I used to be a pastry chef whom makes cakes and I can tell by the size of the piping tips used in the picture and for some reason this person used a very small tip on my cake.
While I acknowledge the decorator’s work was good, it was not what I had ordered, and the missing/wrong details matter to me. I’ve always been pleased with Walmart cakes in the past, as they’ve closely resembled the designs I requested, but this was a rushed, last-minute effort that did not meet expectations.
As a loyal customer who spends a significant amount at Walmart weekly, I find this level of service unacceptable. I work in customer service myself, and after 10 years in the industry, I expect a higher standard of professionalism, even from a company like Walmart.
Please note that the email in which the order was placed is associated with my second account, which I use for work-related expenses. My primary account is linked to my home orders, and I’ve been a long-time customer. (Also not under this email)
I hope this feedback will be taken seriously, as I am deeply dissatisfied with this experience and, unfortunately, will not be returning.
Nick
Natalia (I believe that’s her name) went above and beyond in decorating a cake for my girlfriend’s birthday, with great attention to detail on a particularly odd request. Five star experience. Thanks so much for making her special day more special!
I am frustrated and disappointed regarding a recent experience at your store. I initially switched to this Walmart from a different location because of the excellent staff, and for the most part, I've had positive experiences. However, in recent months, I’ve noticed a consistent decline in the quality of service, with this last incident being particularly upsetting.
To begin with, my orders have frequently been incomplete or incorrect, and while I understand mistakes can happen, this situation was much more than that. I placed a cake order well in advance—more than two weeks, within the 30-day maximum allowed. However, the day before my scheduled pickup, I received a call informing me that the specific cake I requested was out of stock, and worse, that it had been used for another customer's order the day before.
This was incredibly frustrating, as my order had been scheduled for over half a month, and I don’t understand why a product I had paid for was allocated elsewhere, especially without my prior knowledge. Given the timing, the only option available to me was a last-minute substitution, which left me scrambling, as I had already budgeted for the party with the original cake in mind. I was also informed that a refund would take up to 10 days, which was unacceptable given the circumstances.
While I appreciate the staff member calling me to notify me, this last-minute change was incredibly unprofessional. Additionally, the cake I received, though well-made, did not match the design I had ordered as you can see in the pictures. The decoration discrepancies were significant:
1) The designs on the top were little to non existent.
2) The white and gold pearls that were part of the original design were missing.
3) The colors were much darker than what I had requested (which was supposed to match the party’s theme, hentz why I picked this specific cake).
4) Instead of the one large mermaid tail as advertised, there were several crappy smaller ones.
5) The sea horses were noticeably different in design.
6) The sea turtle and sea bushes were absent altogether, replaced with some toys instead of decent cake toppers from the picture.
7) just a note, the cake I ordered is the same size as the one advertised because I used to be a pastry chef whom makes cakes and I can tell by the size of the piping tips used in the picture and for some reason this person used a very small tip on my cake.
While I acknowledge the decorator’s work was good, it was not what I had ordered, and the missing/wrong details matter to me. I’ve always been pleased with Walmart cakes in the past, as they’ve closely resembled the designs I requested, but this was a rushed, last-minute effort that did not meet expectations.
As a loyal customer who spends a significant amount at Walmart weekly, I find this level of service unacceptable. I work in customer service myself, and after 10 years in the industry, I expect a higher standard of professionalism, even from a company like Walmart.
Please note that the email in which the order was placed is associated with my second account, which I use for work-related expenses. My primary account is linked to my home orders, and I’ve been a long-time customer. (Also not under this email)
I hope this feedback will be taken seriously, as I am deeply dissatisfied with this experience and, unfortunately, will not be returning.
Natalia (I believe that’s her name) went above and beyond in decorating a cake for my girlfriend’s birthday, with great attention to detail on a particularly odd request. Five star experience. Thanks so much for making her special day more special!
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
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