Ashleigh Freeman purchased a custom cake from Kylie Allen the owner of West Virginia bakery Kylie Kakes Dessert Bar & Cafe. She received assurances that her "signature" rainbow layered cake would be created for the birthday celebration.
However, she expressed her dissatisfaction to the shop owner. She complained about the $75 cake not meeting the expected quality depicted in the photos.
According to The Post, she expected it to look like a professional-grade cake with even layers, clean edges, and legible handwriting.
She received an off-kilter cake that was far from what she had anticipated. The cake was askew, the buttercream was applied with too much force, the sprinkles were unevenly distributed, and 'Happy Birthday Trilby' was scrawled haphazardly on top".
After that, Allen posted a video slamming “one of the worst client experiences” gaining 5.5 million views.
In the cake-making clip, All says the customer, Freeman, specifically requested one of the bakery's renowned six-layer rainbow cakes. She request the cake covered in multicolor sprinkles — a bakery staple. The patron chose the 8-inch cake, serving 18 people, priced at $75.99, plus tax.
Allen proceeds to recount the situation, she shared that the customer, Freeman, received the cake, however, Freeman appeared to be taken aback by the sprinkles covering it. Allen tries to explain to Freeman that all of their signature rainbow cakes are decorated in this manner and adorned with sprinkles.
Freeman notes with a somewhat sarcastic tone, she mentions that the appearance of the sweet treats may differ since she does not like “individually place each sprinkle.”
According to Allen, Freeman, the customer, became extremely defensive and rude regarding the price of the cake. Additionally, Allen criticized the customer and says in the video that comments are turned off: 'She even bashed us and put us on her Facebook page."
According to Today.com, Freeman shared that “I complained because $84 is a lot of money to me, and I felt ripped off".
The last, the center of the controversy is sprinkled with “happy birthday” scrawled messily as both the literal and metaphorical icing on top.
During the heated exchange, Allen said she wasn't sure "where the confusion was," explaining that customers weren't happy with the way her rainbow cake was made. At the same time, she called the disgruntled guest "disrespectful".
Freeman, meanwhile, told the Post that Allen's response was "unprofessional," and included a photo as evidence.
Some have even alleged Ellen has misrepresented her products and services. The user online claims that she utilizes stock images or others' work to advertise her confectionery classes.
In another video, Allen asserts she draws inspiration from others' work but does not use them directly.
In her conversation with Today.com, Allen clarified that she did not intend to criticize anyone, but rather to share her personal experience.“It can be really hurtful, especially to a small business, I’m not a corporation, I’m a small business and this is how I feed my family.”
