Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ******** my daughters birthday party was held at Jubilee Cake Studio. It totaled to $556.65 which includes a $100 deposit and $456.65 at time of the eventfor what was intended to be 2 hours of celebrating including cake decorating for 8 as well and pizza, cake and time to open gifts. My party coordinator was incredibly rude and often absent requiring me to seek her out on multiple occasions. The children had less than 30 minutes to eat pizza, ********* daughter to open gifts. In every interaction with staff I was reminded to be out at 3pm. I was also never given any plates, utensils or cutlery for the cake that I paid an extra fee for. When I reached out to express my disappointment the company responded and attempted to manipulate the situation to victimize themselves and falsely accuse me of harassment and verbal abuse and harassment these conversations are documented and no such thing occurred. They also claimed to file a police report, with witnesses statement and video footage. Ive also contacted the police department and they have no such records of and of the reports Jubilee Cake Studio claims to file. Ive noticed a trend of them verbally attacking any consumers that give negative reviews and threatening to file a police report. So they are offering terrible service with forced gratuity and making numerous false claims. It was a horrible experience that they seem happy to offer and justify without remorse.

  Business Response

  Date: 11/27/2024

  Please see attached response. 

  Customer Answer

  Date: 12/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22580428
  
  I am rejecting this response because of the lack of professionalism and accountability. They disparage customers when they are dissatisfied with their poor quality of service. Also, there was a false claim that they filed a police report, and I reached out to the **************** and was informed that there was no report filed and no witnesses making a statement. Also, my request for reimbursement was simply for the cake and the gratuity which I did not feel was earned or deserved. I had no problem with spending the money if it was in fact deserved. Jubilee Cake Studios is frivolous and incredibly unprofessional and they have a long history of attacking their customers when they file a complaint. I also reached out to them via messenger and they blocked me. I have attached my final message which was not received due to jubilee blocking me instead of making any attempt at resolution or at the very least an apology. I have also attached ****** reviews from other customers who had similar issues as I and instead of being able to come to an amicable resolution Jubilee Cake Studios defended their actions and verbally attack the customer. They really need to take accountability and Make an effort to improve the customer experience. 
  
  
  Regards,
  
  ***** ***** - ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/20/2024

  Please see attached response.

  Customer Answer

  Date: 12/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22580428
  
  I am rejecting this response because:
  

  I absolutely did contact a consumer after realizing that in Jubilee Cake Studios failed attempt at threatening me with a police complaint for being dissatisfied, they provided somebody elses personal and confidential information in an attempt to use a scare tactic and justify their actions. That was no way shape or form slanderous, as that consumer needed to be made aware of how their personal information was being spread to strangers. I was also made aware that the police provided Jubilee Cake Studios with a cease and desist on behalf of the other consumer, whose information was being spread from the police chief himself . I have also contacted the Hamden Township police, and they have expressed extreme distain with how Jubilee has executed their business practices and falsely claim victim.

  The previous reviews are just a testament to their poor practices and prove that I am not the only one who has fallen victim to their schemes and poor business practices.

  The sense of entitlement that these owners possess is out of this world and they are teaching their children/staff the same mismanagement and behaviors.
  

  You honestly could not pay me to ever support them again. They could really use a huge dose of humility and accountability. Never have I seen a business go on such irreverent tirades anytime a consumer is displeased. My fight is based solely off of the notion that they do not deserve my money or anyones money or business for that matter.
  
  
  Best Regards,
  
  ***** ***** - ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a notice about a kangaroo workshop at the cake studio and used online form to sign-up. There was a problem with the form and I was charged $250 rather than $150 for the event coming up on March 7th. I registered for myself, other mom and four kids.Actions:--I emailed twice and did not receive an answer --I messaged on ******** and they told me I was charged $150 (6 people)--I looked on my cc and saw that they were wrong and wrote and asked for help (messages below)--when they didn't answer I called for help and the owner was extremely rude and said that it was my mistake, not theirs. I asked for a refund for the ************. Instead she cancelled ALL the reservations and called the police department to say that she was issues a cease and desist against me.Request:--This is clear unfair treatment when I asked for help to have 6 people on the reservation rather than 10 --I would like to have the cease an desist false letter removed and the reservation for the 6 individuals reinstated for the March 7th event Hello - I sent two emails to your scheduling email. I tried to sign up four children and two moms, but I think it charged me for two sets of four children. Can you please adjust?If I should call I am glad to do that - thank you!Jubilee Hello,Like the workshop states - it includes four students and you may add two additional. Which you did. There is nothing to adjust. It is $100 for four students. Two additional students are $50, for a total of $150.You are registered for 6 students total. This is regardless of age.Super! As long as I paid for 6 only - that is perfect. Your online forms made it seem like I confirmed the group of 4 twice. Six is what we are aiming for - looking forward to the sessions.Jubilee We are excited to see everyone! Thank you for registering Hi again - I think there is a problem. I was charged $250.Twice on 2/13 Would it be possible to have your help?If I should call on the phone instead I am glad to do that.

  Business Response

  Date: 02/26/2024

  See attached. 

  Customer Answer

  Date: 02/26/2024

  Hello ******* - This message regarding my complaint concerning Jubilee Cake Studio's actions is very surprising and untrue.

  I will list out the challenges for you:

  --I registered for the event on Feb 13th and emailed for help with the reservation numbers on Feb 13th and the 15th but had no response to my two emails (confirmation attached)

  --Since I had no response to my two emails, I wrote on ******** for help adjusting the reservation on the 18th (attached). When the owner responded she lied and said that I paid the correct amount, which I did not. (screenshots attached)

  --The owner's response to you is completely untrue - I have never used swear words - I work at a university with students around me. I said clearly that if she cancels our group for asking for assistance (and not receiving it) then I would contact the Better Business Bureau (as I did here).

  --There two moms and four children planning on attending - yes - we registered under another mom's name for our group that are planning to attend.

  My goals are: 1. A clear apology for not answering the messages (emails), giving wrong information on ******** messenger (saying we paid for 6 when we paid for more), 2. Allowing us to participate in the class and 3. A confirmation that I did not swear (I never have) and telling the police that you were mistaken with your statement that my group is not allowed at your studio - this is threatening to two moms and four children.

  This treatment of a mom trying to register a group for a kangaroo cake party is extremely confusing by this business owner.

  Thank you for your help,

  ******

  Customer Answer

  Date: 02/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21311757
  
  I am rejecting this response because:
  

  It is untrue - I shared a message and attachments.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/03/2024

  Hello ******* & ***,

  I hope this email finds you well. 
  
  All monies have been refunded 100% in good gesture even though all policies are clearly stated,and ****************** signed and agreed to those policies.
  A No Contact /Trespass letter has been sent to ****************** on 02/24. Police made 1st contact with her 02/18 due to her threatening behavior
  A violation of the No Contact/ No Trespass Letter was made by ****** on 03/01 via email to our business email (email attached)
  We filed a complaint thru the police department, Officer ***** for violation of the No Contact/No Trespass Letter on 03/01

  Per Officer ***** in the email attached above, a non traffic citation is being issued to ****************** for harassment

  Due to ****************** verbal abuse, aggressive and threatening behavior she is never welcomed to the studio for safety of our staff and customers. 
  
  Thank you

  Customer Answer

  Date: 03/04/2024

  Complaint: 21311757
  
  I am rejecting this response because:

  Hello - It is very clear that I (the customer):
  
  --was politely asking for help from the cake studio
  
  --was lied to (double charged and told that I was not double charged)
  
  --I had to ask several times (email and ********* for help - with no response (as the attached showed)
  
  --when I called to ask for help, the owner yelled and banned from the educational event
  
  It is clear that this is abuse and mistreatment, and I told the business if they did not resolve the challenge I would report them to the Better Business Bureau, which I did. I don't want anyone else to experience the same abuse I am here.
  
  Thankyou,
  ******
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/04/2024

  Hello - It is very clear that I (the customer):

  --was politely asking for help from the cake studio

  --was lied to (double charged and told that I was not double charged)

  --I had to ask several times (email and ********* for help - with no response (as the attached showed)

  --when I called to ask for help, the owner yelled and banned from the educational event

  It is clear that this is abuse and mistreatment, and I told the business if they did not resolve the challenge I would report them to the Better Business Bureau, which I did. I don't want anyone else to experience the same abuse I am here.
  

  Thankyou,
  ******