Where have you "heard" this? The cake thread?
Calling the cake hotline is what it is. You might get someone not feeling the magic or you might get someone nice. Total luck of the draw, just like anytime you call Disney but that is the route that Disney wants customers to use to order cakes. Your best bet is to give it a try and maybe you'll be surprised.
Every custom cake we've ever ordered has been fantastic tasting. The decoration has varied but the cakes themselves were fine. If your impression did indeed come from the cake thread, well, to be honest, it seems like the same small number of people keep re-stating how unhappy they've been. Their complaints might be valid, of course, but how many people have ordered cakes and been perfectly satisfied during the same time period?
Before the cake line, I tried to order a cake from CG for our anniversary. I called CR directly and eventually spoke with a chef there. He told me their ability to make a "special" cake were limited and said they only, for example, would do chocolate or vanilla mousse/buttercream for fillings and frosting. I ended up ordering a cake elsewhere.
But you should contact them yourself and see what they offer you. Good luck.
