Recently, I went to a quite famous cake shop/outlet to buy a cake for a celebration party. Saw a cake on display that is stated as "Strawberry Cheesecake". Since I liked to eat cheesecake, I decide to give it a try and bought it.
So, after everything was set and at the finale of the celebration, we cut the cake and expected some nice tasting Cheesecake. However, it turned out that the cake is nothing like cheesecake at all! (refer to http://en.wikipedia.org/wiki/Cheesecake for a general expectation of "cheesecake"). It is actually a sponge cake! And, to make it worse, there is no taste of cheese at all, but instead it taste of Durian! Considering that not everyone can accept the taste of durian, it was such a disappointment.
Call the company to feedback, and the phone operator claim that there is nothing wrong on their part since it is a strawberry + cheese favored filling sponge cake, and that it is "normal" for durian favor to enter the cake during the manufacturing process! (Becoz they are so-called famous for their durian cakes)
Not sure what is the general view on this incident? I presume it is not fair to the consumer for 2 key points.
1. Misrepresentation. If it is a sponge cake with cheese favoured filling, it should be advertised as "Cheese-favored sponge cake". I believe most pple will regard "cheesecake" as "a dessert formed of a topping made with soft, fresh cheese upon a base made from biscuit" rite? The actual product is nothing like "cheesecake" at all!
2. Wrong Product. The customer orders a cheesecake but instead got a durian favored sponge cake. Is it fair to the consumer? If, it turns out that the durian favor was due to contamination or infusion of durian favor during manufacturing, and not bcoz it is a "durian cake", can they resolve all responsibility? whether the infusion of durian favor is deliberate or due to negligence, is it fair for the consumer to receive what they did not ask for?
As of now, the company have not formally replied what is their stand on the issue, so I will not reveal the company name. If they insist that there is nothing wrong on their part, then I guess it will be fair to share the information and let potential consumers be aware that when they buy products from that company, they may not get what they expect.