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:28/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  -paid $10 at Candy Cloud Creations cotton candy machine located inside ************************** (they are not affiliated with ***** Spark)-machine produced an empty stick to my child, with no cotton candy -sign on machine says to email ******************************** for any issues or refunds -Date of transaction: June 20 -Date of first email with photo evidence: June 20 -Date of second follow up email after no response from company: June 25 -Date of third follow up email: July 10 -Date of fourth follow up email after no response: July 19 -received a response from a different email ********************************** on August 4 apologizing for the delay and asking for my email details in order for them to send an e transfer -I missed the email and did not see it until Oct 6, which is the date I replied with my email address -Oct 9 email received from candy cloud again asking for my email details, Date of issue, photo proof (even though I sent this all in june)-Oct 9 a second email saying they would send the email transfer right away -Oct 11 and 22: i sent emails following up as I have not received the email transfer refund -Oct 22: Candy Cloud responded saying they sent me the transfer on Aug 25 and since I didnt accept it, it expired and they are unable to send it again. They are refusing to provide a refund for a product not received -I have reviewed my email history including spam folders and did not receive an e transfer email from this company - they did not respond on August 25 to inform me it had been sent either

  Business Response

  Date: 08/11/2025

  Hello all,

  We are saddened to see that a customer felt the need to escalate a situation that, from our records, was handled properly and transparently. A refund of $10.00 was originally issued to *********************** on August 25, 2025, as confirmed by the attached proof of transfer. The customer contacted us approximately four months after the refund was originally sent, stating she had not received the refund. Our team promptly provided documentation showing that the transfer was sent to the correct email address, along with the official transaction receipt.

  The customer contacted us approximately four months after the refund was originally sent, well beyond that window. We communicated clearly that the transfer was automatically cancelled after 30 days because it wasnt accepted in time. Despite our efforts to resolve the matter respectfully and provide transparent proof, the customer continued to send numerous emails demanding a new refund even after our team had thoroughly explained the situation and provided evidence of the original transfer. Our company takes pride in operating with honesty, fairness, and transparency. We have no issue refunding customers when appropriate, and we stand by the integrity of how this matter was managed. However, if this situation is to be resolved through a renewed act of goodwill, we would appreciate a sincere acknowledgment of the misunderstanding and the impact of the communication that followed. Upon receiving such an apology, we are willing to resend the $10 refund as a final gesture of goodwill.

  Please refer to the attached documents for complete verification and supporting proof of the original transaction.

  Customer Answer

  Date: 10/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please send my apologies to the Candy Cloud Creations company for not realizing an e transfer was sent end of August after my original email was sent to them in June. I appreciate the refund for the services not received. Thank you.

  
  Sincerely,
  
  ******* ***