Extremely Upset & In Shock with Chef Mickey

[si-am]

**
Actually I disagree. The OP didn't know, okay, "gasp" heaven forbid she made a mistake about the "expensive" cake. She wanted a nice celebration for the child, without spoiling the surprise birthday cake, if it would have sat on the table. Her only request was to hold the cake behind the scenes. Afterall, 1900 Park fare did, and solved the issue and everyone was happy. Believe in me you want happy customers for repeat business. If customers aren't happy, it's a little known thing called word of mouth. It already looks like CM is getting poor ratings but alot of posters here in this forum. Most restaurants would accomodate a paying customer. I didn't think her request was all that difficult to accomodate. Afterall Disney is all for CELEBRATIONS. She really did get less than stellar service from the manager and waitress. Usually Disney is very accomodating.

Why is the surprise diminished if it is given to the child when they sit down to dinner? Why was having an elaborate presentation at dessert so all-important?

This is what I mean by being flexible. Life isn't perfect-- hiccups happen. You just make the best of it and move on. Especially on vacation! If having a birthday party go EXACTLY as planned is really critical, then the planning needs to be made ahead of time.

You said it yourself-- the OP made a mistake. No need to blame the restaurant for it.

 

[MelissathePooh]

I didn't realize that they ever sang Happy Birthday to people - I've been for multiple birthdays (my own and my son's) and we have never had anyone sing to us. Which, I have to add I am thankful for as I would be annoyed by it. With all the birthdays at Disney - it would be ridiculous to have cm's sing that to everyone celebrating. I can't stand it at local places really.

 

[Jetta8300]

I have experienced first hand why "serving outside food" or something like this is not allowed. Whille rare, there are crazy people out there.

About 6 years ago when I was in college I worked for Starbucks. We were not allowed to incorporate any outside ingredients into our drinks (for instance, a customer's particular favorite brand of soy milk). We were also not allowed to serve any outside ingredients.

A new employee did not know this. A woman brought in some outside "Lactaid" milk in her mug and asked the employee to use this in her drink. The employee made the drink and said she could smell a bit of sourness to the milk but thought it might be normal for Lactaid. and apparently the milk was BAD.

The woman later complained that she was "poisoned" by Starbucks when it was her milk that was bad. The employee was trying to provide great customer service, but it backfired at Starbucks. She ended up getting some money from Starbucks from this. Who knows if she did it on purpose to get some $$$, or if she truly did not know that her milk was bad.

This is why the customer is NOT always right.

 

[pumba]

please let us try to keep this post as a learning experience instead of placing the blame.

 

[brunette8706]

Why is the surprise diminished if it is given to the child when they sit down to dinner? Why was having an elaborate presentation at dessert so all-important?

This is what I mean by being flexible. Life isn't perfect-- hiccups happen. You just make the best of it and move on. Especially on vacation! If having a birthday party go EXACTLY as planned is really critical, then the planning needs to be made ahead of time.

You said it yourself-- the OP made a mistake. No need to blame the restaurant for it.

**
Yes, the OP made a mistake. Sheesh. Don't we all? She had 20 people in her group the meal cost them over $700.00, I don't think this request such as holding a cake offsite (so the child can be surprised after eating dinner) was such a big deal. As long as the customer is not making a scene and is not being obnoxious I don't know why the manager at CM's could not make her request a little bit more magical? As I stated before, Disney is about Celebrations. They nearly enforce it, lol! Can't we all "bend" the rules a bit? Also, as I stated before, ParkFare didn't have a problem solving a problem with a customer, why could CM's manager do the same? I still don't see what the big deal is here?

 

[brunette8706]

please let us try to keep this post as a learning experience instead of placing the blame.

***
Totally agree with you. I just don't understand why the OP has to be reprimanded. Sheesh.

Thanks!
Brunette

 

[MSLRAC]

OP ~ I am sorry that happened to you. I can't even imagine what I would have done in your situation. I definitely would have cried as well. It's definitely hard when you plan so hard and then something like this happens. I can't believe the manager at CM wouldn't help you.

I am also shocked and angry at the price you were quoted for the cake. I think my DD's cake might have been one of the one's you looked at.



We got it in January and only paid $65 for it at 1900 park fare. I really can't stand how they don't have standard prices. I feel like if they didn't try to rip you off with the cake in the first place none of this would have happened.

The OP's cake was different in some expensive ways. Yours was iced in butter cream and did not have edible images on the side. That might not seem like much but it is. You would also have to size, flavors and fillings for each cake into account to accurately judge the cost difference. But either way, they were both adorable cakes!

 

[roomthreeseventeen]

**
Yes, the OP made a mistake. Sheesh. Don't we all? She had 20 people in her group the meal cost them over $700.00, I don't a request such as holding a cake offsite (so the child can be surprised after eating dinner) was such a big request. As long as the customer is not making a scene is not being obnoxious I don't know why the manager at CM could not make her request a little bit more magical. As I stated before, Disney is about Celebrations. They nearly enforce it, lol! Can't we all "bend" the rules a bit? Also, as I stated before, ParkFare didn't have a problem solving a problem with a customer, why could CM's manager do the same? I still don't see what the big deal is here?

1) It was 9:20 when they got there (almost closing time).
2) There were 20 people who had to eat dinner before they closed.
3) The manager probably did not have time, or was not prepared to find somewhere "off site" to put a cake.

 

[si-am]

**
Yes, the OP made a mistake. Sheesh. Don't we all? She had 20 people in her group the meal cost them over $700.00, I don't a request such as holding a cake offsite (so the child can be surprised after eating dinner) was such a big request. As long as the customer is not making a scene is not being obnoxious I don't know why the manager at CM could not make her request a little bit more magical. As I stated before, Disney is about Celebrations. They nearly enforce it, lol! Can't we all "bend" the rules a bit? Also, as I stated before, ParkFare didn't have a problem solving a problem with a customer, why could CM's manager do the same? I still don't see what the big deal is here?

Park Fare's solution was the same one Chef Mickey's offered (if you're referring to the putting-cake-on-table post earlier in the thread.)

I don't really like arguing-- it just truly baffles me that this was such a big deal. Bending the rules is just that: breaking a rule. Some people are bigger "rebels" than others. Maybe if a different manager were on duty, it might have played out differently. Still.... you can't get mad if someone is following a rule.

 

[bgirl29]

**
Yes, the OP made a mistake. Sheesh. Don't we all? She had 20 people in her group the meal cost them over $700.00, I don't think this request such as holding a cake offsite (so the child can be surprised after eating dinner) was such a big deal. As long as the customer is not making a scene and is not being obnoxious I don't know why the manager at CM's could not make her request a little bit more magical? As I stated before, Disney is about Celebrations. They nearly enforce it, lol! Can't we all "bend" the rules a bit? Also, as I stated before, ParkFare didn't have a problem solving a problem with a customer, why could CM's manager do the same? I still don't see what the big deal is here?

If it was indeed because of a health code issue, I can see why Disney wouldn't bend. Not worth the fine they would be risking.

 

[brunette8706]

Park Fare's solution was the same one Chef Mickey's offered (if you're referring to the putting-cake-on-table post earlier in the thread.)

I don't really like arguing-- it just truly baffles me that this was such a big deal. Bending the rules is just that: breaking a rule. Some people are bigger "rebels" than others. Maybe if a different manager were on duty, it might have played out differently. Still.... you can't get mad if someone is following a rule.

**
I don't like arguing either, but if I were the OP I would have been a tad upset myself. But, after reading this, it is lessons learned. Call the restaurant way beforehand and get the managers name. I ALWAYS get a person's name so there is no confusion. Further, in my opinion, rules are meant to be broken a bit. It was a young child's birthday for heaven's sake.

But I think we are going to have to agree to disagree.

Have a magical day, what's left of it.

Take care.
Brunette

 

[acomasdiaz]

The OP's cake was different in some expensive ways. Yours was iced in butter cream and did not have edible images on the side. That might not seem like much but it is. You would also have to size, flavors and fillings for each cake into account to accurately judge the cost difference. But either way, they were both adorable cakes!

I'm not sure the size of her cake but ours was a 10 in. True that it was buttercream and not fondant and it didn't have the edible images but still $100 is a big difference. Trust me, as someone who ordered four different cakes for her DD this year ranging from $270 to $21, I would still be upset in the price differences that Disney has been showing lately. One month they charge one amount and the next month they double the price for the same cake. It's crazy.

 

[tiggergirlinMI]

Ok different people have brought up the fact that 20 people showed up for their ADR, ADVANCED reservation, and they act like CM was caught off guard and were ready to close. The ADR was made and they knew a party of 20 was coming.
I'm sorry , for what that party paid for a buffet dinner, the manager should have bent over backwards for them.
If that were any other restaurant,the manager, the server would have been thrilled to have such a big party there, no matter what the time.
Someone said how is it the manager's responsibility, BECAUSE they are the MANAGER, lol...YES he can still follow the rules but Disney ALWAYS accomodates their guests, it's what they are known for, making their guests' experiences wonderful.
You want them to come back, you want them to tell others.
Now the OP has told others about her experience, and it isn't good word of mouth.

 

[brunette8706]

1) It was 9:20 when they got there (almost closing time).
2) There were 20 people who had to eat dinner before they closed.
3) The manager probably did not have time, or was not prepared to find somewhere "off site" to put a cake.

***
Um, if it's "closing time" then Disney should not have ADR's at 9:20 p.m. Should paying customers "rush" through their meal because it's almost closing time?

 

[roomthreeseventeen]

***
Um, if it's "closing time" then Disney should not have ADR's at 9:20 p.m. Should paying customers "rush" through their meal because it's almost closing time?

Not at all. But they also shouldn't be making unreasonable requests.

 

[MSLRAC]

**
Yes, the OP made a mistake. Sheesh. Don't we all? She had 20 people in her group the meal cost them over $700.00, I don't a request such as holding a cake offsite (so the child can be surprised after eating dinner) was such a big request. As long as the customer is not making a scene is not being obnoxious I don't know why the manager at CM could not make her request a little bit more magical. As I stated before, Disney is about Celebrations. They nearly enforce it, lol! Can't we all "bend" the rules a bit? Also, as I stated before, ParkFare didn't have a problem solving a problem with a customer, why could CM's manager do the same? I still don't see what the big deal is here?

I wonder if the CM manager didn't mean take it out of the box and have it at the table. His short response did not really indicate that but who knows what he was really thinking or why he didn't convey it better if that was his intent.

I don't know but I do know that the manager at 1900 PF presented "the only option" in a very positive way. It was not here's your only option and it's kind of crappy. It was why don't we do this and here is how your magical moment will still be magical. The manager took control of the situation and presented the option in such a way that the dad would have been stupid to say no.

 

[brunette8706]

Ok different people have brought up the fact that 20 people showed up for their ADR, ADVANCED reservation, and they act like CM was caught off guard and were ready to close. The ADR was made and they knew a party of 20 was coming.
I'm sorry , for what that party paid for a buffet dinner, the manager should have bent over backwards for them.If that were any other restaurant,the manager, the server would have been thrilled to have such a big party there, no matter what the time.
Someone said how is it the manager's responsibility, BECAUSE they are the MANAGER, lol...YES he can still follow the rules but Disney ALWAYS accomodates their guests, it's what they are known for, making their guests' experiences wonderful.
You want them to come back, you want them to tell others.
Now the OP has told others about her experience, and it isn't good word of mouth.

**
EXACTLY. Well put. Thanks Brunette

 

[brunette8706]

Not at all. But they also shouldn't be making unreasonable requests.

**
It's not an unreasonable request!

 

[roomthreeseventeen]

**
It's not an unreasonable request!

Disobeying a health code violation or finding somewhere else in the Contemporary Resort to store a cake at 9:30 at night, while you are running the closing shift of a very busy restaurant isn't unreasonable?

 

[brunette8706]

I wonder if the CM manager didn't mean take it out of the box and have it at the table. His short response did not really indicate that but who knows what he was really thinking or why he didn't convey it better if that was his intent.

I don't know but I do know that the manager at 1900 PF presented "the only option" in a very positive way. It was not here's your only option and it's kind of crappy. It was why don't we do this and here is how your magical moment will still be magical. The manager took control of the situation and presented the option in such a way that the dad would have been stupid to say no.

**

Hi MSLRAC!

Well put. The manager took control and presented the option in a very positive way. Something a manager should do.

Thanks!
Brunette