Saw a post on Facebook by someone purporting to the a former cake decorator for Whole Foods. He (I think it was a he) said the policy was to open the box and show any customized cake to the customer for approval and then to seal the box for checkout.
That would be a logical policy to make sure any custom cake was what was ordered before the customer pays.
That’s been my experience every time I have asked for a custom cake at Krogers and Marsh supermarkets.
Anytime I have purchased a cake at a bakery I have always been shown what was written on the cake before paying for it.
It would also be interesting to read the order for the personalization the person had requested to be written on the cake. That will go a long way because he would have to go into detail about what he wanted and the words love wins is just odd.