I ordered and purchased a cake from their Glanzman location on 9/24/11. Upon consuming it, we noticed it wasn't fully cooked in the very center. It was sticky and dense, no sponge texture or air pockets. A simple mishap I concluded that would quickly be rectified with a phone call to their location, I was so wrong! I spoke with Marcia, an owner. Overall she was rather short, snippy, or sassy in her responses. She requested the cake back to verify my claim before she would discuss a resolution. That request was rather inconvenient and off putting to be required to prove my claim instead of taking an unsatisfied customers word alone and proceeding with a solution. Never the less, the cake was dropped off at their store and I followed up with a phone call to discuss the issue again. I spoke with Tom this time, who only identified himself and his position with the business after I requested the information. He is the owner, Marcia - his wife. After he proclaimed several times that such a situation has NEVER happened in all of the time (20yrs?) they had been in business (another clue of how delusional he was) I politely gave him my summary of the situation with our cake purchase. It was met with defensive denial. I was told the portion of cake that returned to the bakery was fully cooked and he would still need to see 'proof' of the uncooked portion in order to do anything about it. How he truly believed I was trying that hard to swindle him out of a refund (partial would have even been nice!) after going through extra effort to provide him the cake he requested was outlandish. I was logical, he was emotional. Tom has demanded that someone come in and point to the physical location of the cake that we felt was undercooked and that is the only way we are moving forward on this issue. Unfortunately I live out of state and had already returned home so i was unable to make it back into the bakery and he knew that. Advising Tom of this logistical challenge i suggested i send him the pictures i had captured. He advised that my phone call and emailing pictures wouldn't work - that i would HAVE to come in and point. A very childish way out of the disagreement. Clearly even if I would have been able to do that he had already made up his mind that the cake wasn't undercoooked and he wasn't willing to do anything about it. I had about 10 opinions from guests that also concluded the cake wasn't quite fully cooked, my opinion wasn't far fetched. I've checked the BBB and they have 3 complaints against them in the past 1 year. I will be submitting a complaint myself for customer service and product failure. Could it have even been a health hazard?
I had no idea Thrush's would be so stubborn that they're willing to cost themselves any future business from my family and now hopefully yours.
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