In August of 2004, I ordered a cake from Elms Bake Shoppe for our daughter's 30th birthday celebration. I met with George Leyva & spent 20-30 minutes discussing how the cake was to be made & decorated. I was very specific in requesting hand-molded fondant flowers for the top & to cascade down the side. When I collected the cake the day of our daughter's party, it was not decorated in the way discussed. I paid about $85 for it. It had simple buttercream flowers and not in the colors ordered. I did not complain at the time because I had no choice but to accept this cake. There was no time to arrange for another. Fast forward two years - On September 12th of this year, I decided to give Elms a second chance. The cake was for my granddaughter's christening reception, Sunday, September 19, 2006. We were expecting about 20 guests. Again, I spoke with George for 15-20 minutes, giving very specific instructions for the cake. It was to be 10', yellow cake, two layers with custard in between the layers, a cross on the top with pale pink roses and sweetpeas on top and cascading down the front of the cake. When I picked up the cake on Saturday morning, it again was not what I ordered. I received an 8' cake (approximately the size of a dessert plate for twenty people), with a 'cross' piped on the top with a serrated pastry tip, flat, hot pink star-shaped 'roses' and some kind of purple dots, and dark green 'leaves'. Iridescent glitter was sprinkled on the top. Nothing on the cake was pale pink or even resembled a sweetpea or a rose. I asked the sales person to let me see the order as George wrote it. He had written down 8' inches for the size which is what he gave me. The rest of the cake, however, did not match what he himself had written as per our discussion. I had paid $63.00 in advance for an 8' cake that did not resemble the one we discussed except for the so-called 'cross'. I was upset & angry. I asked the store clerk if they typically charged $63.00 for an 8' cake. That breaks down to approximately $8.00 per one inch slice! She said she didn't know anything about it; she just worked there. I would have to speak with George, who wasn't on the premises. She told me I did not have to take the cake if I did not like it. Since I once again felt at a loss, I took the cake & started home. I got about three blocks when I thought that I should not have to take something that did not reflect my arrangements with the bakery AND have to pay an exorbitant price, too! Especially, not a second time! I returned with the cake to the cake shop & told the clerk that I was not going to accept the cake & would she credit my credit card. She said that she was not allowed to do that; I would have to (you guessed it) speak to George. This morning, Monday, September 18th, I called & left a message. George later returned my call. I explained that I found the cake unsatisfactory & not matching the specifications which we had agreed upon previously. He immediately became defensive & offensive. He said he did not appreciate my causing a 'commotion' on Saturday. I explained that I was upset because this was the second time that the bakery did not provide what was promised. His response was to ask why I bothered to come back a second time if I did not like the first cake. I responded that I was giving a neighborhood business a second chance, but I wouldn't be back. George replied, 'Good! We don't want you back!' When I told him that I was not going to get into a debate with him, that I called simply to request a credit to my credit card, he replied that he did not give refunds for cakes custom ordered. In other words, Elms will never give a refund because ALL of their cakes are custom ordered. Like it or not, the customer will have to pay for it anyway! Happening once could be a mistake; not twice. After this experience, I have concluded that it is Elms Bake Shoppe's business practice to promise one thing & deliver something of less quality at an exorbitant cost. Bait & Switch!