Cake order disappointment

[LAS321]

My DS and DIL were in WDW for their 1st anniversary last week. On their actual anniversary they were having dinner at Cali Grill. I called and ordered a mini-wedding cake to be delivered to their table. The CM who took the order was very nice and took all the necessary info. I was anxious to hear about their reaction to the special surprise. Well, I waited and never heard from them... I finally texted them the next morning and guess what?? Yup, they never got the cake! I was so disappointed! I called the cake hot line and one of the head pastry chef's called me back to apologize. Apparently, the cake was made and at the restaurant but never made it out to their table! Needless to say, I was not very happy. They had the cake sent to their room (no charge) but it was the next day and really didn't matter at that point. I was extremely disappointed and am not too happy with WDW right now! The person I spoke to was very nice, extremely apologetic and when I told her my DD and I will be there in August and have an ADR at Cali Grill (but are now really annoyed) she gave me a number to call prior to our visit and she'll make sure we have a "special treat"....sweet, but still doesn't help that we missed doing something special for them on their 1st anniversary.
I suggest anyone ordering anything for a special event double check and confirm everything....I guess that really wouldn't have helped in this case, but it couldn't have hurted....

 

[squirrel]

How disappointing.

It may actually be nice for them to have it arrive in their room. They can enjoy it a little longer. No need for them to have to transport it from the restaurant if they didn't eat it last night.

 

[POOHsie]

I once ordered a small surprise cake for a special anniversary dinner for me and DH. The place was one of the most expensive restaurants in town, and I called earlier in the afternoon to confirm the cake. Then when we arrived I quietly discussed the cake with the hostess. After a nice meal, no cake! Our waiter was slow and inattentive, and my DH just wanted to go, so I didn't pursue it then and there. I was so-o-o-oo disappointed, that I had tears in my eyes the rest of the night. I was hoping for a romantic, special evening and I got a big pile of nothing, for a whole lot of big bucks. I called the restaurant the next day, and they offered me another dinner, but frankly, I didn't ever want to go back there again.

 

[LittleStinkerbelle]

Sorry that the surprise didn't go off as you'd planned. I'm sure they were thrilled with the cake even though it arrived at a different time/place then you'd intended. I hope you report back on the sweat treat you get on your visit - hope it's something cool!

 

[tink20]

I am sorry that happened, that's the kind of stuff that usually happens to me. Well, its the thought that counts, that was sweet of you to do that. Maybe when you guys go back, they will make up for it.

 

[MickeyNicki]

Thats a bummer...things like this happen alot, in all types of resorts. We honeymooned in the Bahamas and my family had a huge welcome basket for us with drinks, champagne and glasses and snacks, beach towels and tee shirts etc but it never made it to us. We came home and my Uncle asked about it and we were shocked! He called the resort and was able to get a full refund but that isnt the point...if you order something they should deliver it to you.

 

[ems_mom]

Aww, that's awful! You totally have my sympathy. We do expect Disney and certainly CG to be more on top of their game that your average restaurant. They do stress "celebrations" in all their advertising, esp. when making dining reservations.

But remember, its the thought that counts, and at least they did get to enjoy it later.

 

[bumbershoot]

I'm sure they were thrilled with the cake even though it arrived at a different time/place then you'd intended.

Yes!



I thought that people had to check in with seater and server, so that they knew for certain that the cake-recipient was there.

 

[LAS321]

When I placed the order it was clear that I wasn't going to be there...I was ordering it as a surprise for an anniversary. He even took my phone number in case there were any last minute questions. I had the ADR time and confirmation number when I ordered. It must have been a mistake made by the waitstaff at Cali Grill because it never made it out to the table. They did say that the replacement cake was beautiful and delicious. This is my second problem ordering something (and for the same couple) When they got engaged they were have dinner at Narrcossee and I ordered a bottle of wine to be brought out to them....that never happened either! I think I'm pretty much done ordering suprprise gifts from WDW!

 

[3Minnies1Mickey]

When I placed the order it was clear that I wasn't going to be there...I was ordering it as a surprise for an anniversary. He even took my phone number in case there were any last minute questions. I had the ADR time and confirmation number when I ordered. It must have been a mistake made by the waitstaff at Cali Grill because it never made it out to the table. They did say that the replacement cake was beautiful and delicious. This is my second problem ordering something (and for the same couple) When they got engaged they were have dinner at Narrcossee and I ordered a bottle of wine to be brought out to them....that never happened either! I think I'm pretty much done ordering suprprise gifts from WDW!

I think its hard to order a surprise for someone when you aren't going to be there because you aren't there in the moment to ensure it gets delivered. If you are actually there you can remind staff and make sure you don't leave without it. For the PP that had issues even when they were there, I wouldn't have left the restaurant without talking to a manager even if it was to the point that it was too late to bring it out.

 

[TheRustyScupper]

1) Too bad about the error.
2) But, the cake did make it on time.
3) Gotta remember, eateries have MANY "special" occasions.
4) They can not remember all of them.
5) Sorry you had to be one of those slipping through the cracks.

 

[always]

1) Too bad about the error.

4) They can not remember all of them.

Actually, they can and they should. They are being paid to remember them.

 

[rachellm]

1) Too bad about the error.
2) But, the cake did make it on time.
3) Gotta remember, eateries have MANY "special" occasions.
4) They can not remember all of them.
5) Sorry you had to be one of those slipping through the cracks.

I think the point is that the cake didn't make it on time. It arrived the next day, a day after the anniversary. And yes - if Disney (or anywhere) is being PAID for something, they are expected to remember it.

This wasn't just someone noting an anniversary on a ADR and expecting some pixiedust.

I'm sorry about the cake! I hope you have a great time on your trip coming up.

 

[TDC Nala]

I'm not really into compensation for every little error. But in this case I do not think you should be billed for the cake even though they eventually got it. I think you should write a letter or email to Guest Communications also.

 

[mollygirl13]

1) Too bad about the error.
2) But, the cake did make it on time.
3) Gotta remember, eateries have MANY "special" occasions.
4) They can not remember all of them.
5) Sorry you had to be one of those slipping through the cracks.

Oh, Rusty. I must disagree w/ you on this point. The OP paid for a service to be provided so it should be remembered 100%! To say that they have many special occasions and can't be held responsible to remember them all is just unacceptable.

 

[TheRustyScupper]

Oh, Rusty. I must disagree w/ you on this point. The OP paid for a service to be provided so it should be remembered 100%! To say that they have many special occasions and can't be held responsible to remember them all is just unacceptable.

1) Yep.
2) I never said it was acceptable.
3) I just said it happens.
4) And, much more than people realize.

 

[disnut8]

1) Yep.
2) I never said it was acceptable.
3) I just said it happens.
4) And, much more than people realize.

I'm going with Rusty on this one. How many of us can say we never made a mistake in our professional lives? I know I do and I own up to it which is what Disney did. No, I don't drink the Disney Kool-Aid but it seems that the situation was handled as best as it could be. What else does anyone want? To go back in time to present the cake when it should have been? Unless we're Robert Zemeckis and a certain 1985 movie, we can't do that.

 

[tlbwriter]

2) But, the cake did make it on time.

It was supposed to be delivered during their dinner. It wasn't delivered until the next day. If your pizza shows up at your door the day after you order it, do you consider it on time?

 

[DianeV]

It was supposed to be delivered during their dinner. It wasn't delivered until the next day. If your pizza shows up at your door the day after you order it, do you consider it on time?

 

[mollygirl13]

1) Yep.
2) I never said it was acceptable.
3) I just said it happens.
4) And, much more than people realize.

Well, that is just really sad.