I (luckily) didn't purchase a wedding cake, but rather some of their novelty cupcakes, which I thought were cute and would be a big hit at a friend's baby shower. They were very cute, but I had a couple major problems with them.
1st- I ordered a dozen cupcakes, in chocolate and yellow cake. I assumed I would receive 6 of each flavor; instead, I got 8 chocolate, 2 yellow, and 2 strawberry, which I was assured "I would love". If you are trying to promote flavors, then by all means add in a complimentary extra cupcake in that flavor, but please don't presume to alter my order for any reason, especially without prior notification. A reason was not given for the substitution, and it leaves me to wonder if they take such liberties with larger orders like wedding cakes.
2nd- The cupcakes were just not very good. They were dry and crumbly and basically fell apart once the wrapper was removed. The fillings were too sweet, and on the chocolate flavored cupcakes the filling had solidified into what can only be described as a chocolate-y ball of goo. The party hostess had made regular from-a-box cupcakes, and the attendees preferred them to the Gimme Some Sugar ones.
Because I do think that their work is very cute, I wrote a very polite email the following day describing my experience, and suggesting that they may want to take another look at their cake recipes. I was not nasty or rude, nor was I asking for anything; I simply wanted to give them some honest feedback. The cupcakes were $80 per dozen plus tax, and I felt that the quality fell far short of the price. I received a reply in which I was informed that no one else has ever expressed any displeasure, that the bakers are all "classically trained" and don't need to rethink their recipes, and that if I preferred box cupcakes (The Horror!) then perhaps I should make my own and purchase the bakery's chocolate toppers at $60 per dozen to add on top.
Needless to say, this bakery has left a bad taste in my mouth. All they really needed to have done was apologize for the quality and tell me that they would investigate why the order I received was such low quality. I would've been content with that. I realize mistakes can happen, and bad batches may accidentally go out to customers, but to not even acknowledge that as a possibility, but rather to insinuate that there must be something wrong with me (and all the other party-goers who likewise didn't enjoy the cupcakes) is really unacceptable.