We've been getting a large, custom designed cake f...

We've been getting a large, custom designed cake for my son's birthday party for the last 5 years. Every time, it turned out perfectly. We would call in advance and describe the theme and what we were looking for. They would take notes and give input and each time they nailed it. This year, we called to place our order and were rudely told that they don't do custom designs anymore. We could send pictures of a cake another baker designed and they would copy it, but because of past customers that were unhappy, the owners decided to no longer do custom designs. While it felt a bit sleazy stealing from other bakeries, we put together some pictures of what we had in mind and emailed it over. A different person called back and was much more pleasant. They went over what they were planning for the cake with a lot of great ideas that would have been perfect.
One of the pictures we had sent was a picture of the cake they did for us last year where we pointed out something that they did that we liked. Well when we picked up this year's cake, they had copied last year's entire cake exactly. Nothing to do with this year's theme. None of the details that they had told us they were planning. We picked the cake up the morning of the party, so no real options. We put our own topper on it, but we still had multiple people notice that it was the same cake from last year.
After this experience, we'll probably be going elsewhere going forward. It's a shame because this was our favorite bakery to visit when we're in town. When the topic came up at the party, there were multiple people who said they stopped going in the last year or two because quality has been dropping with the focus on expanding and marketing. It seems like they're more focused on the hand pie business now while their core product lineup is suffering. I'll be crossing my fingers that Hubig's opens back up so that Haydels can get back to business!