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BBB Accredited Business since
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Montilio's Pastry Shops, Inc. is a premier bakery and cake shop that has three convenient locations in Brockton, Quincy and Braintree Ma. Here at Montilio's we offer a combination of European recipes, for Italian Cakes and pastries. Starting with our specialized wedding cakes, specialty cakes, birthday cakes, anniversary specialties, cookies, muffins, Wholesale desserts, homemade pizza, and our catering for special events, or delivery for that special birthday cake. We also have a deli that you can get your special sandwich.
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A BBB Accredited Business since
BBB has determined that Montilio's Pastry Shops Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Montilio's Pastry Shops Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. George Montilio, Owner
Number of Employees
BAKERS-PASTRY SHOP WEDDING CAKES BAKERS SUPPLIES COOKIES & CRACKERS BAKERS-RETAIL BAKERS-WHOLESALE CATERERS PIZZA CAKE DECORATING EQUIPMENT & SUPPLIES SPECIAL EVENT COORDINATORS Retail Bakeries (NAICS: 311811)
Method(s) of PaymentCash
Industry TipsPlanning a Wedding - 5 Tips - Video Read Before You Sign
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I ordered "the most chocolate cake" Montilio's offerred for a large party. This is Montilio's "chocolate truffle cake, with chocolate butter cream on both the outside of the cake and between the cake layers. Upon picking up the cake, I noticed that the cake had white buttercream, and I asked about that. I was assured by the woman who sold me the cake that the entire inside of the cake was the chocolate truffle cake with chocolate buttercream in between the layers. (I had a friend with me at the bakery when I picked up the cake, who will affirm that this conversation happened.) At the birthday party, when we cut the cake, we saw that it was a white cake with vanilla-flavored buttercream and strawberries in between the layers. This is exactly the opposite cake that we wanted and ordered. During the week following the birthday party, I called several times to get in touch with the bakery manager. I was assured that she would call me sometime mid-day on Tuesday (3/15/2011). She called at 4:20 PM, while I was at a work meeting and unable to respond. She left a message telling me that she was leaving work right at that time and to try to call her again. I called as soon as I received her message, but she wasn't at work. I called again several times during the rest of the week to talk to her, and I left messages with her employees, but she never called back. Finally, my husband called Montillio's on Sunday, 3/20/2011. He talked at length with an employee about the situation, and the employee promised to resolve this issue. We have not heard back from Montillio's.
Desired Settlement: We would like a full refund of the cake: $86 plus tax. My husband and I were upset about getting the wrong birthday cake, but we have had incredible past experiences with Montilio's , who made our wonderful birthday cake. Based on our past experiences with the company, we expected that Montilio's would be very responsive to our calls about the mistake, and that they would be eager to resolve this issue as soon as possible. We are very surprised and angry about Montilio's unresponsiveness.
Business Response: The consumer did receive a refund of 86.00 on March 29, 2011. We apologize for the situation.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.
BBB's Final Determination: Consumer accepted resolution offered by the business.