Exceptional Customer Service Expectations

Japan is renowned for its high standards of customer service, leading to a phenomenon known as "customer harassment" — where customers mistreat staff when their expectations are unmet. This year, however, Takashimaya, a prominent department store chain, fell short of these expectations.

The Cake Crisis Unfolds

The situation escalated when over 900 customers took to social media to share images of their damaged cakes, leading to widespread disappointment. A popular account, @takigare3, highlighted this issue, describing it as "the Christmas from Hell" and provided a link for complaints directed at Takashimaya. Given that these cakes retailed for 5,600 yen (about $38), customers were justifiably upset, especially considering the romantic connotations associated with the holiday.

According to Yomiuri Shimbun, the problem affected approximately one-third of the 2,900 cakes sold, with 900 customers voicing their grievances.

Who's to Blame?

As the retailer, Takashimaya holds the responsibility for ensuring that customer expectations are met throughout the entire process, from ordering to delivery. The company has expressed deep regret over the incident. The complications seem to have originated from their supply chain; French bakery Les Sens crafted the cakes, while Win's Arc handled the assembly. The delivery was managed by the Yamato shipping company.

Takashimaya is currently investigating the causes of the collapsed cakes. One customer noted that their damaged cake was still frozen upon delivery, suggesting the issues occurred prior to shipping, which would explain the widespread nature of the problem.

While many customers expressed their frustration, some found humor in the situation. One Twitter user shared that her friend's three-year-old had decorated their Takashimaya cake, resulting in a charming creation.

Half-Price Cakes: A Popular Alternative

Not everyone opted for elaborate cakes from upscale department stores. Many consumers waited until late on Christmas Day to snag half-off cakes from local convenience stores. As noted by X user @Hira_su0ke, although some may view these 半額ケーキ (hangaku keeki) as inferior, the user emphasized, "If there's half-price cake, I'm buying it — that's what being a sugarholic means!" After all, customers could be certain these cakes were intact, and convenience store cakes are often quite tasty, providing a delightful way to celebrate the holiday.