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:09/07/2023

  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.

  As a returning customer, I sent emails
  with pictures and specific instructions
  of what I wanted.
  I received an email back, quote,
  "We received the pics and that's not a
  problem at all."
  I placed the order paying with my
  credit card. I was surprised I hadn't
  received an email or phone call with any specific questions about the
  details in making the cake.
  I received an email the morning of
  August 19th 23 the day I was
  supposed to pick up the cake quote,
  "Good morning. We had a wedding
  cake to deliver and so much
  happened out of our control with the
  bride and groom. We can't get in and
  set up until 11:45.Can vou please pick up around 12:30? We'll hurry and fly back"
  I was dismayed in receiving the email
  as it lowered my expectations and I
  became concerned that the quality of
  the cake would be compromised as
  she stated she was in a hurry.
  When I went to pick up the cake, upon
  looking at the cake I was mortified,
  as it looked nothing like the instructions I had given. The design was supposed to be a
  beach scene with the emphasis on
  the water, sand, and Sky.
  The beach sand was depicted as a
  clumpy layer of brown sugar around
  the bottom on the cake holder not on
  the cake.
  The frosting that was to represent the
  water was not a blue green color as I had asked but rather a Skv blue color.
  
  The sunset which was to be light
  orange looked like orange, black
  Halloween with a moon, stars and
  black bat birds.
  Frosting tasted like shortening/lard
  and powder sugar.
  The cake was dry, flaky sponge/angel
  food cake texture. I had specifically
  stated that I wanted
  "white cake." The cake I got was light yellow.
  While in the cake shop I expressed my
  displeasure with the appearance of
  the cake. I was told I would receive a
  refund. I sent an email on 8-27 stating
  my dissatisfaction again with the cake
  and not seeing a refund in my
  account. I received an email back on
  the same day stating that quote, as stated refunds take 7-10 business
  days. We processed it.
  I have not received it.

  Business Response

  Date: 09/19/2023

  ****** ordered a cake from us and upon arrival she was not satisfied. Our delivery prior to her cake had nothing to do with the way her cake looked. We just needed her to pick up a little later. Her cake was completed prior to us having to deliver.

  Upon arrival she was not satisfied. She stood there about 20/25 minutes trying to figure out what she wanted to do. We gave several sincere apologies.

  Her options were that she can leave the cake and receive a full refund. Or she can take the cake and receive a partial refund. She decided to take the cake so we advised her she would receive a partial refund. She agreed.

  Maybe 30 minutes later she had her mom call us and go off on us. Once again we apologized and let her know she will receive a partial refund.

  We are sorry that ****** did not like her cake. She has already been refunded. I will attach invoice for documentation.

  Customer Answer

  Date: 09/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is a blatant lie that my mother went off on the owner over the phone. I was there and was listening to the conversation. It was on my mother’s birthday and she had every right to express her dissatisfaction with her cake. My mother spoke  firm and calmly. The owner was confrontational and told mother she should have picked up the phone when I had called a few times, basically it was her fault that she ended up with the cake. 

  I finally received the partial refund that I was told in the email I would receive. It is disheartening that I would have to get the BBB involved to get it though. 

  
  
  
  Regards,
  
  
  
  ****** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]