Complaints

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• Initial Complaint

  Date:07/06/2023

  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 ordered a graduation cake for my both of my sons for Saturday June 17th for noon. On friday June 16th shortly before 9am I called to switch the party date to Saturday July 8th due to the impending bad weather for June 17th. They said their policy was to give them 24 hours notice, which I had given them over 27 hours notice. They said they had already made the cake and they would try to sell it. I asked for them to call me back if they were not successful in selling it. The manager was very sweet. I believe her name was Delilah, or something similar, and she said with graduation season she woud push hard to get it sold. I had given a 50% deposit of $56. When I called on Wednesday 7/5/23 the manager said she could not find my order. The pastry manager Katie called me back. I believe that was her name. When she called me, her first comment was, "Mam you need to give us about a week's notice to order half a sheet cake." I said, "I ordered it on 6/16/23 when I called to switch the party date. She ignored my comment and said, "You need to pay your balance of $156. That now puts my cake over $200. A cake I was only suppose to be charged $112 for (I had paid 50% deposit back in June). She had no response for why no one called me to advise the cake was not sold and when I asked why I wasn't called to pick it up since she's forcing me to pay for it, she said "We threw it out." There was no exchange of service or product rendered in exchange for my money. I would like a full refund of my deposit of $56. I have already called my creit card company and initiatied a formal complaint. My son has ****** ******* and they were going to make a gluten free chocolate cake for his college graduation. It is very difficult to find a bakery that will accomoodate this request. I am so saddened by this and feel they are taking advantage of us.

  Business Response

  Date: 07/19/2023

  Dear Mr. *********,

  Thank you for allowing us the opportunity to respond to ****** complaint. She did indeed order a cake for her sons' graduation; the cake was a half-sheet triple chocolate mousse cake to feed 50 - 60 guests. This cake, due to its size and ingredients requires two to three days to prepare and set up under refrigeration. When **** called the day before the cake was to be picked up to cancel the order, due to a forecast for inclement weather, the cake was already made.  **** said that she was told that 24 hours was required to cancel a cake order, and she provided 27 hours. Normally, if the cake is a standard 7" cake with 6-8 servings, we can accommodate a cancellation; in this case, the cake was large and custom, and so we could not cancel the order. **** has paid  deposit of $56, and she was told by one our managers, Cheryl, that we would try to sell the cake in the bakery on her behalf. Unfortunately, the large cake did not sell, despite our placing the cake in the front of the case and attempting to find a buyer.  Two voicemails were left for **** stating that the cake did not sell, and asking her to call the bakery to discuss; one voicemail was left by Cheryl and the other by the afternoon manager, Holton. Both of these voicemails can be corroborated by other employees who heard the voicemails being left. Since we did not hear from **** in a timely manner, we had to dispose of the cake. The next time **** called the bakery, she spoke with Daliah, our General Manager, and she wanted to order the same cake again for July 8th. Daliah told her that she should speak with Katie, our Executive Pastry Chef about ordering. Katie told **** that before the bakery would accept a second order for a custom cake, **** would need to pay the balance of $56 from the first cake, and then order a second one. **** refused to agree to those terms, and so no order was placed. So now, **** has filed a complaint, asking for a refund of her original deposit. Moving forward, we will be happy to take a custom cake order from Susy, with the understanding that the cake will be paid for in advance, and **** will be informed of and abide by Katie's cancellation policy. We will not require the other $56 from the first order; however, we do not think that it is fair to return ****** deposit, when we took a loss on the cake in ingredients and labor, and she did not bother to call us back. Thank you.