Just had the most frustrating experience at Sam’s Club.
On 24Nov2024, I placed an online cake order which I had to go into the store to figure out how to place the order for a digital picture on the cake because the website is NOT user...
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Just had the most frustrating experience at Sam’s Club.
On 24Nov2024, I placed an online cake order which I had to go into the store to figure out how to place the order for a digital picture on the cake because the website is NOT user friendly and does NOT offer all the options in the book catalog in store.
I placed the order verifying with the cake team before submission that I submitted it correctly. The day before pick up 26Nov, I call to verify the order and digital picture code. To my surprise the woman who answered the phone tells me that it’s a Mickey Mouse cake which is NOT the code I put, she then goes to tell me that I ordered a plan cake. I inform her that it is a digital print with the code in the message. She tells me that she needs to get the cake designer because that is not her area. Cake designer gets on the phone to confirm the order and digital picture.
27Nov at 3pm I go to pick up the cake and guess what? It’s a Lilo & Stitch print on my son’s 3rd birthday cake. I ask if they can fix it because my son’s birthday is on Thanksgiving and the store will be closed so I cannot wait till the next day. She tells me it’s her but she’s leaving and that she can print out the picture and give it to me to put on top of the cake. I tell her no, that I feel comfortable with her correcting the cake that they did wrong in the first place. While it’s printing off she finish cleaning up, then goes to place the print with no gloves or washing her hands till I stop her and ask her wear gloves.
What I do not understand is if you’re going to make changes like this it should be clear directions and the staff should have been trained on the process. Also, why does the cake designers get off work at 2pm when majority of the working class people who shop at Sam’s Club gets off work after 3pm? So if there’s errors with the cake no one is there to fix the orders!
Now, here is my son’s birthday and guess what I find out? The print is still on the paper? NOT edible! I am very upset and extremely dissatisfied. Would never recommend or will order a cake from Sam’s Club again.