Hi,
Last week I was at Costco to order a carrot sheet cake with apricot mousse filling. I pulled out the order form to find no carrot cake nor any choices on the fillings. I could choose from a chocolate cake with chocolate buttercream or a white cake with vanilla buttercream, then a novelty decoration on top.
Nobody was in the bakery department to talk to. I proceeded to order what I liked: carrot cake with cream cheese frosting and apricot mousse filling. I added if this was not available, to please call me. Nobody called.
When I picked up the cake, it was stated the carrot cake sheet cake was discontinued. This time there were people working behind the counter. They advised they now offer carrot cake in a smaller round cake. What about the variety of fillings for the sheet cakes? Those have been discontinued, too.
Waiting for my tires to be rotated this evening, I found the manager to talk about their sheet cakes. She quite enthusiastically advised they had simplified ordering the cakes, but I could get whatever I wanted. I told her the note on the carrot cake advised it was now discontinued. She cheerfully replied, "I guess you can't get the carrot cake anymore." What about the choices in fillings? She said they were eliminated to make it easier to order.
I explained my thoughts on this new simplified ordering form. "You took a terrific product for the price point and dumbed it down. What made it special was the ability to customize the fillings. The carrot cake with its cream cheese frosting was a great option, if one didn't want buttercream. It's been simplified to nothing special and perhaps even mediocre."
I asked her to please convey my thoughts to her management. I then went over to write a note in their suggestion box. You may wish to do the same.
Regards,