Extremely Upset & In Shock with Chef Mickey

[TDC Nala]

Did the party at Macaroni Grill have the homemade cake with them at the table or did the restaurant bring it out from the kitchen? Wondering if it's actually a health code rule based on what Portobello did.

I'm also not sure if there is some advocacy on this thread for Disney to allow people to bring in their own special cakes (no real reason for them to do that if they don't wish to) or just treat people with more delicacy when they try to do it, without realizing that they can't.

 

[MSLRAC]

Whoa $120 for that? I hope it tasted good.

I am very sorry that your experience wasn't as magical as you would have liked it to be. But DAMN! Thats one beautiful cake! My daughter turns seven next month, I wonder if I can get that replicated at a bakery here in Seattle...

As a hobby baker, I would have charged $85 for that cake so $120 at Disney is a very fair price. And just a side note before I get flamed, NO, I would not make said cake because said cake violates copyright laws as I am not a cake artist for Disney.

 

[Disneyadore]

There are two rules in running a restaurant.

Rule number 1: The customer is always right.

Rule number 2: When the customer is wrong, refer to rule number 1.

Well actually the saying goes customer is king but we,the owners of the business,are emperor and emperor's interest goes above king's.

 

[robinb]

I'd think in this instance, the OP's experience was ruined as soon as they said she couldn't store the cake in the restaurant and have restaurant staff bring it out at the time she wanted. If this is indeed a health code issue, there isn't any way they could change that for her. I kind of hope someone had taken the initiative to suggest to her that she set it up as a party with the cake on the table as a previous poster described...but they didn't.

I think you're right. Once she hit that little bump it was all down hill from there. It's really too bad since it ruined the whole night for the OP. We so often want things to be perfect and just what we planed and when they are not ... it can be hard to adjust.

I will say that it's nice that we learned on this thread that putting the cake in the center of the table so the characters would see it might be an option. The *surprise* of the cake may have been ruined, but the increase in character interaction might have been worth it. I don't know if I would count on it, but if I was thinking of doing it I would call my restaurant and ask in advance. We'll be celebrating my DD's 11th birthday at WDW but no characters for us ... she asked to eat at California Grill .

 

[Lewisc]

Did the party at Macaroni Grill have the homemade cake with them at the table or did the restaurant bring it out from the kitchen? Wondering if it's actually a health code rule based on what Portobello did.

Sammie said it's a board of health issue. Sammie generally has accurate information.

It's certainly possible some restaurants may be willing to bend or ignore some rules.

 

[CrabbyPatty]

IMHO, having that lovely cake as a centerpiece would have been wonderful. I can imagine the excitement of the birthday girl seeing the cake during her meal - knowing that the cake is for her birthday - and being able to enjoy looking at it during the meal rather than pulling it out of the box and cutting it up right away.

 

[MSLRAC]

Did the party at Macaroni Grill have the homemade cake with them at the table or did the restaurant bring it out from the kitchen? Wondering if it's actually a health code rule based on what Portobello did.

I'm also not sure if there is some advocacy on this thread for Disney to allow people to bring in their own special cakes (no real reason for them to do that if they don't wish to) or just treat people with more delicacy when they try to do it, without realizing that they can't.

I'm sure it is a health code violation and a huge liability for Disney. I totally understand why they do it but I think the manager could have handled it all just a bit better. Not saying offered special treatment or break any rules but I doubt this was the first or the last outside cake and they need to be a bit more prepared for them.

 

[Tara922c]

Dh and I stopped by for a late dinner at Romano's Macaroni Grill recently. The table of four next to us was celebrating a birthday. At dinner's end, they brought out a homemade cake. The restaurant staff happily supplied plates, forks and a knife. No fuss at all. The group invited us to join their celebration. So, plates and forks were brought for us and we joined in the fun.

No fuss. No fuming. Just customer service at its nicest and most pleasant.

When I worked as a server, we too would store someones cake, and bring it out at the end of the meal. Being said, I didn't work in Orange County where CM is located. I know for a fact, I was a food CM a few years ago, that it is against health code restrictions to bring anything into the kitchen that a guest has touched. For instance, one night a guest asked me if I could wash out her kids sippy cup for her. (working at a stand at MK) I had to tell her "no", but I could give her a cup of hot water to do it herself. It isn't that I didn't want to, I couldn't. She was FUMMING, and ran off. This is why they sell the refillable (for a fee) drinks at AK, and not the rest of the parks, they are in different counties, and have different restrictions. Even if I sold a guest a coke, they grabbed it, and said "oh, I didn't want ice", I had to ask them to throw it away, and I would make them a new coke. The manager at CM could have tried to store the cake somewhere other than the kitchen, but we don't know if he even had a place to do so. He could have suggested that the OP set up the cake, and let the little girl be excited when she walked to the table. I feel bad for the OP because I do know it is upsetting when plans don't go your way, but I understand the health code restrictions. That also doesn't excuse the bad service. The server should have brought plates out (if she was asked), and she should have made sure happy birthday was sung.

 

[Calissto31]

So I figured I'd comment since a lot of assumptions are being made based on I'm not sure what because some of these comments aren't remotely mentioned on my post. I wrote this both to vent as we all have come to do on these boards and in the hopes that I would also get some great information and tips...also the point of these boards.

As you can see in my signature I have been to Disney numerous times but as you can read on my original post had never ordered a cake. The 7yr old is also not my daughter to clarify. I am 25 and she is my friend's daughter. They do not have a lot of money so I chose to do this for them.

I have been to CM numerous times as well as most of the restaurants in Disney and if I expected 5 star service as well as meat cooked to order I know to go to the numerous restaurants known for this such as California Grill where we celebrated a birthday this past January. I just simply stated that the meat was more cooked than I've normally seen even at buffets and I'm sure it's probably because it was the end of the day. This by no means was a big deal it just added to all the little things at this point. I also wasn't aware that they schedule big parties at certain times and it makes sense so now I know. I usually don't travel with a group this big. We were all there for a car show and we are a club who has gone in the past to Disney when we come up for the show. The difference this time was that one of the members who is a cast member but works for one of the stores usually takes care of everything but she slacked this time and I had to pick up the slack or we would all be left with nowhere to eat.

I never once threw a tantrum, raised my voice or made any sort of demand whatsoever at CM to the manager or staff. As a matter of fact almost our entire party had no idea what was going on. I clearly stated I did not expect the manager to make any exception or violate any code for me...I am not that kind of person. The second he mentioned that he couldn't take it into the kitchen for health code reasons that was the end of that. I never insisted he take it back there nor was I in shock. I would think as a manager he knows the rules and so I do not second guess that for one minute. To clarify he also never suggested having it on the table as a center piece and after reading this thread I actually think that is a great idea and wish I would have thought of that. By no means would I have had a problem with that. His only suggestion was to have the BOX on the table and the reason I had a problem with that is that when it came time to surprise the birthday girl we would have had to remove the top part of the box which now reveals the very top of the crown then start trying to unhinge the box flaps and by this point instead of seeing the cake as a whole she has seen bits and pieces of it.

The only thing that upset me about the manager was that he didn't seem to try and come up with a solution. For those who stated that he did or that he didn't have to make phone calls because he knew the rules then how come he didn't know it could be stored elsewhere on property. And the table wasn't a solution he said it was our only option. I was more than gracious to the cast members downstairs who helped me out and I told them thank you because I appreciated any LITTLE help they could offer.

As far as what I expected I really don't feel I expected much or had high expectations. My expectations were also not what some are assuming here. I thought the server would bring out the cake as they did with the dessert place it on the table say happy birthday and either walk away or call other servers or the characters. I really don't know how it works at disney but at other restaurants that's usually how it goes and I've certainly seen disney sing happy birthday to guests quite a few times. Apart from that our server was really just not pleasant and even gave a nasty face to one of our group members when he pointed her in my direction when it came to the birthday stuff because I had made all the arrangements.

In the midst of all the chaos I have to say I completely forgot a lighter and I'm sure someone in our group must have had one and that was going to be my next option. The only reason why I asked a server is because our server had already come out and lit the candles they provided on the cupcakes so I knew they had the means to light my candle. I did think to bring my own candle because I know sometimes bakeries do not have any and I was picking up the cake from the bakery. I did not expect the restaurant to stop and I didn't expect some out of this world service although we are in disney and go there because of that extra magic we don't usually find anywhere else. That is why we pay the prices we pay. I didn't get up to grab 20 plates because I thought it would look a bit weird and I did not expect our server to take our cake to the back where I already knew it wasn't allowed and cut it and serve it up as if I was in a wedding. I just needed the plates and if they had some kind of knife to cut the cake as it was a bit big for the regular knife. If she would have said "Oh I'm sorry we don't have any special knives" I certainly wouldn't have bit her head off or gotten upset...I would have figured it out just as we did the day we were checking out and my friend wanted me to take a piece home. We didn't have a knife and so I got a pair of scissors I had, washed them real good and used that as my make shift knife...ghetto I know but you make do and I'm not above that.

I am very thankful for the support I have received from some of you and I really do hope I have given a little extra knowledge to some who may not have known about this as I didn't. I have also learned some things I did not know such as asking to speak to group dining which I didn't know existed and contacting all involved to make sure this doesn't repeat. I am usually very well prepared thanks to the boards but I promise you that after reading threat after thread I didn't see anything in reference to my mishap. I also can't seem to understand some of your point of views as to the shock that I didn't know what could or couldn't be done. Seeing as I am a DIS member and did not know this all I can think of is the numerous amount of people that are not DIS members and know even less than I do. I certainly can't believe that this incident was the first of its kind at CM and I'm sure that the incidents have probably been even worse because some people might bring their own cake from outside not even knowing that Disney has special cakes. I've also seen my share of outbursts and people who have the audacity to think that the world revolves around them and that they are not at fault and I did nothing of that sort. I certainly hope I didn't give off the impression that I acted in this way because I didn't. I also never passed the blame of this incident onto the manager. I take full responsibility for not knowing some of these rules. The only issue I had with the manager was getting the sense that he didn't try his best to find a solution that would work for all involved and that is all. I also did not know they could deliver and when quoted $165 for the cake I was told it was for the cake not for any delivery. I have no problem paying for delivery or storage and am well aware of fees such as corkage fee if you bring your own bottle of wine. I do not try to cut corners I just couldn't bring myself to pay this much for that cake especially when I saw prices from last year that would have put it right around $105. I was also very hesitant to pay a lot as it is because of all the mishaps I've seen with cake orders and some reviews of how not extraordinary the cakes taste. This experience has not stopped me from planning on ordering another cake on our next visit...I'm already planning the design of the cake. I will also be asking for our same baker because she was extraordinary and if the cake can't be delivered to the restaurant of our choice I'll just simply enjoy it in my room.

Thank you and if you have any questions about specific numbers I called for the cake or how I went about ordering it and what I asked for please feel free to contact me as I would love to be able to HELP a fellow DISer.

 

[scrapbookworm]

Everyone has pretty much so covered the bases on what went wrong here. Take a deep breath, OP, and try to read your post from an outside, unbiased perspective.

A 20-top at 9:20pm sounds like a lot of work for both the serving staff and the kitchen. Add to that this large party bringing an outside cake without advance notice, wanting additional services for serving cake that wasn't purchased there, you didn't bring a lighter (yes, we're all human), you wanted someone to fetch the cake for you, etc., I can easily see how this went downhill. Try not to dwell on it too much. It sounds like the birthday girl was thrilled anyway, and take it as one of those unfortunate and expensive lessons that we all have to swallow sometimes.

 

[2DisPrincesses]

DH is a restaurant GM and it is DEFINITELY a health code violation to serve outside food to guests in Michigan.

Sorry that the OP was so dissapointed, but it sounds like her DD had a great birthday and that's what really matters!

 

[Calissto31]

Everyone has pretty much so covered the bases on what went wrong here. Take a deep breath, OP, and try to read your post from an outside, unbiased perspective.

A 20-top at 9:20pm sounds like a lot of work for both the serving staff and the kitchen. Add to that this large party bringing an outside cake without advance notice, wanting additional services for serving cake that wasn't purchased there, you didn't bring a lighter (yes, we're all human), you wanted someone to fetch the cake for you, etc., I can easily see how this went downhill. Try not to dwell on it too much. It sounds like the birthday girl was thrilled anyway, and take it as one of those unfortunate and expensive lessons that we all have to swallow sometimes.

Totally agree on the expensive lesson The next day we went to the parks had a great time and I didn't dwell on the cake. I almost didn't post it after the original post I was writing at CM got deleted but decided to do it so that I could share my experience and others wouldn't make my mistake. I'm sure that at the rate this thread has taken off not too many will be repeating my mistake and honestly that's all I can hope for. Thanks for the post

 

[Pumbaa_]

so, if you had it to do over, would you get a cake or just let it be?

(i know it does not always translate, but this was asked in a completely non-snarky, just curious kind of voice )

 

[honeydiane1953]

I agree with msmayor things down there have so many rules and regulations. It really is a hassle. To the original poster I as so sorry as I know it mean't a great deal to u and your family. I just got back from WDW sat and although did not eat at CM the food has gone downhill and the rule r at times are outrageous!! A HAPPY PLACE I am sorry to say this but happy for whom????

 

[LuluLovesDisney]

First, I'm sorry it was a problem. It is disappointing when we hope for something and it doesn't turn out that way.

Here is my take:
Disney would be smart to publicize their offerings/rules a little better. I think more people would order specialty cakes if they knew about them and less issues like this would occur if this info were more forthcoming. Why not make a pamphlet or post these rules in the Boardwalk Bakery (since that bakery is the only "pick up" bakery. I mean DISers are often in the know, but the average resort guest doesn't get that much info!

I totally understand why CM didn't take the cake into the kitchen. They can't risk cross contamination or their job by violating health codes/policies. I think they did the right thing by allowing the cake at your table.

I do think that the OP should have been given this information when she ordered the cake. I mean, if it were a Publix cake, this would be more cut and dry but since it is a Disney cake, someone should have told her that it can't be brought into a restaurant, as a heads up.

I wouldn't be too upset, though. The girl had a gorgeous birthday cake at Disney. I am sure if everyone acted happy and like it was normal, she wouldn't know the difference!

 

[MSLRAC]

Totally agree on the expensive lesson The next day we went to the parks had a great time and I didn't dwell on the cake. I almost didn't post it after the original post I was writing at CM got deleted but decided to do it so that I could share my experience and others wouldn't make my mistake. I'm sure that at the rate this thread has taken off not too many will be repeating my mistake and honestly that's all I can hope for. Thanks for the post

I'm glad it didn't ruin your trip and that you posted. I think you provided valuable information for anyone that will be ordering a special cake in the future.

 

[hentob]

I never once threw a tantrum.....

At this point I'm at a loss and am beginning to cry and tell my husband I am going downstairs to the lobby to find someone to talk to. I rush downstairs walk up to concierge and at this point the hoover dam breaks. .

If a child cried over a cake that had to be placed on a table, we would call it a tantrum.

I guess I just don't get the big deal here OP, I am sure you are nice, but I do feel sorry for people who have to deal with adults crying over a 7 year old that had to witness her birthday cake before the end of the meal

Thank you, WDW Cast Members for all that you do

 

[persimmondeb]

Rule #1 and Rule #2 are absolutely true. If you do not believe that, you either do not work in a service industry, or should not.

Even if a customer wants something that cannot happen, for whatever reason, there is almost always some way to make it better for them. Obviously, there were ways around the problem that would not have violated the health code, since the CM downstairs found one. A creative manager could probably have thought of a couple more.

And yes, that kind of problem solving is part of his job, and seems to be something that a lot of Disney CM's excel at. Magical service is a big part of the lure of WDW. Whether you think the OP's expectation was reasonable or not, this is a description of decidedly unmagical service.

BTW, I have read a lot of complaints about brusque service and various glitches at Chef Mickey's, which has made me somewhat inclined to skip the place. I'm sure the lateness of the hour didn't help either, both with the selection and the staff's temperament, but that's not an excuse either, and if it's a consistent problem at late serving times at Chef Mickey's Disney needs to find some way to address it.

In contrast to this story, on our last visit, we stopped at Main Street Bakery after Wishes (no Spectromagic that night) and found a wide selection of light meal items on display, which we consumed in an unhurried fashion. We were actually advised by a cheerful staff member that there was no need for speed and we should sit and enjoy since they'd be there for hours yet. That's Disney service, with no "special" treatment.

 

[TDC Nala]

I am not sure I could expect a buffet to supply plates. I do wish the manager had been a little more creative once it was established to the OP that they'd need to keep their cake at the table. It does sound like she was more upset about possibly presenting the cake from a cardboard box than anything else but surely it could have been transferred to a plate somewhere out of the sight of the birthday girl.

Either the folks at Boardwalk didn't know or didn't catch that their intention was to bring the cake into a restaurant. Boardwalk Bakery staff may not even know you can't bring a cake into a restaurant. Maybe they need a sign that says cakes purchased there cannot be brought into restaurants.

 

[Dolce27]

Rule #1 and Rule #2 are absolutely true. If you do not believe that, you either do not work in a service industry, or should not.

I will still, respectfully, disagree with this statement. I will assume that this post was written with me in mind. Yes I've worked plenty of customer service jobs (including Walt Disney World) and no my current job is not customer service related.

The customer can be wrong. I've even been in the wrong before as a customer. Yes a good manager, ect.. will try to resolve the problem in some way even if it’s just to calm the customer down and explain to them why they can’t have what they want. By disagreeing that "the customer is ALWAYS right" I'm not saying that the customer should be given poor customer service when they’re in the wrong. But in our society the blanket statement: The customer is always right has translated to = I don't care if this breaks every rule, this is what I want and this is what you will give me/do for me regardless of the cost and the long-term effects to others. This is why I disagree with that statement: it’s become an entitlement for many people to get what they want and they’ll throw a tantrum, threaten people’s jobs, ect… to get what they want because they’re always told that as the customer they’re ALWAYS right. We see these threads pop up on the Theme Park board all the time – the threads about what people “get away” with at Disney because they know that Disney tries to abide by the "rule" ‘the customer is ALWAYS right.’

To illustrate my point let’s use this as an example: The OP originally wanted the cake sent back to the kitchen and the servers to serve it at the end of the meal.

Obviously that’s not what happened – But let’s say that the OP had demanded (which she did not do) but what if she had demanded that the cake be taken back to the kitchen and stored in the cooler until the conclusion of her meal? What if she refused to accept the manager's explanation for why it couldn’t be taken back but stood there arguing at length, demanding, that it be taken back to the kitchen? This violates the health code and the manager could very well lose his job. Had this been the scenario – would the customer have been right?

I think that the customer should always be treated with respect and I’m all for trying to help the customer find an alternative solution but I will always disagree with the “customer is ALWAYS right” mentality. I think it’s caused nothing but problems for many businesses.