Occurred on May 31, 2019 / Pasadena, Texas, USA Info from Licensor: "May the 30th my niece Lea Nava was graduating. My sister Marsy 2 weeks prior to graduation, goes to Walmart on Shaver in Pasadena to develop photos she took of Lea for graduation. The lady at the photo lab tells her it is going to be a wait so she would have to come back in an hour so my sister sees the bakery and says to Lea. "Let’s go look at the bakery while we wait." My sister Marsy sees the graduation cakes on a table set up to the side. She looks around and doesn’t want a regular cake. So when she sees a display cake that is a 2 tier cake she asks a lady at the bakery if they can make a graduation cake for graduation. The lady told her, yes but we have graduation cakes over there. Marsy said, "No, I want a 2 tier graduation cake." So my sister told her exactly how she wanted it. The lady gave her a paper receipt with all the details. Marsy also asked her if she could have a picture on the cake. They told her yes. Marsy told she would be back in 20 minutes when the picture was ready. So Marsy did just that. She went back with the picture. By then there was no one at the bakery except the tortilla lady. My sister asked her, will you put this with the order for Lea Nava? The lady went to find the picture and put it with the order. The lady even called out the name Lea Nava. My sister said ok and left. On the day of graduation, My sister went to Walmart to get the cake and the lady that was there told my sister no there’s no order for Lea Nava. My sister said she had ordered a 2 tier cake and it was to be ready that day. The lady was pretty rude and told her that there was no cake and there was nothing they could do. The ladies looked everywhere for the order, nothing. The lady my sister was talking about walked away. My sister was so upset. She asked a lady at the baking center if she could call the manager and the lady did. When the manager came back, it was the same lady she spoke with that had walked away. My sister asked her “You’re the manager?” The manager was rude. The lady offered a free cake and that was it. So in the glass case where they keep cakes and pies, there were 3 yellow cakes and 1 blue. My sister chose the blue one, pointing at it through the glass only. She couldn’t touch it. The 2 ladies there got the cake and took it to the back where my sister could see the ladies. They had the cake but my sister couldn’t see what they were doing. She just saw them ducking down doing something and whispering. My sister was worried because she’s gotta have Lea at Rayburn high school. So they give her the cake and until this point, my sister never touches it. She gets the cake, takes it home, drops it off and takes Lea to the school. We all get ready and go the graduation. We get back, Marsy gets the cake and we all meet at the restaurant. At the restaurant, the cake's on the table while we eat. We get done and I tell Marsy, let’s do the cake. She opens it up and goes to cut the cake and Marsy looks at me and says, "It won’t cut its frozen." I said, "Frozen?" Marsy said it won’t cut so she tries again and still nothing. She passes it to my dad. He pulls out his pocket knife and starts to cut the cake won’t cut. He tries again and nothing. We all just look at each other very confused. "It’s not a cake," Marsy says. "I don’t know what it is, but it’s not a cake, maybe a box or something but it’s not a cake." So my dad starts to dig into the cake. It’s styrofoam. We all look at each other in shock. Everyone freaks out, some of the kids sink in their seats, others turn their heads. I look at my sister's face and she’s just speechless. I don't know what to say. My niece says, "It’s ok mom, don’t cry." My sister is upset because not just once, but twice they have messed up. I’m so mad, everyone is. We all look at each other and I say, "Ok, don’t leave it like this, let's take it back, who’s going?" So everyone gets up and we head to Walmart. The manager seems more interested in keeping the cake, than listening to the story. So he offers her a gift card but she’s not wanting it. First, he offers a 2 tier cake, then he has to be told again we didn’t pay for it. They lost the order and gave us a free one. So, my sister gets it and leaves cause she’s already upset. The next day I get to work, I still feel bad for her so I start calling a lot of different numbers for the corporate office and everyone there who listens to my story laughs and transfers me. Finally, they say "We’re sorry, just call another number until you get in touch with someone. So that’s when I decided the only way Walmart corporate would see the kind of things that go on in their stores was to post the video. I never thought it would blow up as much as it has."