Hansen's Cakes
Cake rep quoted 9am pickup to client and didn't note on paperwork $400 cake delayed 4 hours main party late to event because of poor customer service

Beverly Hills Hansen's cake sales rep quoted verbal time of pick-up as 9am for a 12pm bridal shower. When I went to pick up the cake at 10:50am, 20 minute delay because paperwork could not be found.

Once paperwork found, NO notice of pick-up time on the paper and, consequently, they told me the cake would not be ready until 1 or 1:30pm (an hour or more after the event start time). This was the representative's responsibility that was not duly carried out.

Fairfax reps understood that this was the rep's responsibility and contacted the Beverly Hills supervisor. However, I was not able to speak with the supervisor over the phone until 12:10, already over an hour after I arrived at the showroom to pick up the cake.

I was treated like a piece of meat, standing around and crying because I was missing my own sister's baby shower. Long lines of people waiting to pick up cakes, SEVERAL of them waiting because of problems with their own cakes or because cakes were not ready. Hansen's is not fulfilling their contractual obligations! Even noted an employee who was waiting for his "Road Rules" cake since I got there before 11AM. When I left at 12:30pm, he was still waiting for the cake. I did not have that kind of time to spare, unfortunately.

I requested from the Beverly Hills supervisor that they deliver the cake to the event for free because of the inconvenience and because of THEIR error. After a wait, she noted that they had no available delivery trucks and that Mr. Hansen said he could refund the cake. "Refund the cake" did NOT mean we would be receiving the cake and a refund at the same time. "Refund" meant—cake that was already being built would be destroyed. Is this not a ridiculous option to offer? A baby shower without the $400 cake we ordered? Absurd! For that kind of money, you would expect some human decency and a discount or a future purchase to keep the customer happy... However, NOTHING done on their part to reassure me that they cared.

We ended up having my sister's husband drive out of his way to pick up the cake much later and deliver it to us 30 minutes away. Such an inconvenience.

I have never heard of a company that does not offer an alternative suggestion to delivery, despite "no delivery trucks being available." Even more, there was no attempt on their part to alleviate the situation or accept their fault and offer a monetary solution.

This was not the first time I have been wronged by Hansen's! My engagement last year called for a cake with yellowish green and peach accents and instead I got a cake with kelly green and bright orange flowers. Clashing colors, but I chose not to make a fuss of it at my engagement party.

Never again will I give Hansen's a second chance a third, at this point. Never!)!! Such a reputable name SHOULD be accompanied with excellent customer service and, instead, I got treated like a piece of meat. Waiting around for an hour and a half, late to my sister's baby shower... Which I was MC-ing. RIDICULOUS on their part to offer solutions and accept their fault.

I am boycotting this cake company and suggest others choose wisely and think before going with Hansen's. You DON'T get what you pay for. It's chaotic in their showroom and there seems to be no direction or consideration for those who are dealing with Hansen's mistakes.

Never again!

Company: Hansen's Cakes
Country: USA
State: California
City: Los Angeles
Address: 1072 Fairfax Ave
Phone: 3239364332

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