Complaints

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• Initial Complaint

  Date:03/06/2023

  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.

  I ordered a cake over the phone and spoke to an employee and told her I wanted a 10 inch round yellow cake with cannoli filling and whip cream on the top of the cake. I received the cake for the birthday party and it was wrong. Wrong topping. I called the store the next day and spoke to a manager and they told me they would get back to me. We didnt even eat the cake. I came to the store the next day as requested by the manager and the employee told me that I could only receive store credit which is not what I wanted. I wanted a refund as we didnt eat the cake and Im not going to be returning any time soon for a cake. The employee told me that the employee who took the order told her I asked for recommendations for my cake and they couldnt even tell me exactly what was on the cake that I had. I told them that she wasnt telling the truth and that I didnt need any recommendations as my mother is a cake decorator. She called the owner and he was rude on the phone telling me that my cake is like a pizza. I could have eaten the pizza and not the crust as I could have done with my cake and that it was not a big deal. After the conversation he told me I could be reimbursed $2 for the frosting. As a business owner I think this was a horrible way to treat a customer when they werent wrong at all. I asked to speak to the owner

  Business Response

  Date: 03/28/2023

  Upon hearing of the customers complaint I spoke to sales person and she confirmed that the customer asked what she'd recommend and our sales person states she recommended Vanilla Icing. This was cake was ordered over the phone and we do not have any proof of the conversation that went on between the customer and the sales person so at the time I spoke with the customer I took her word for it when she stated "I didn't need any recommendations my mom is a cake decorator, I know what I wanted".  I the said to the customer "at the time you picked up the cake my staff showed it to you before boxing it up, why didn't you point out the error at that time and give us the opportunity to correct it?" she responded "I don't know if it's whipped cream or Vanilla icing".  Therefore, this is why I offered a store credit and not a full refund even though she accepted the cake and left the bakery with it.  I believe I was more than generous especially after she accepted it and never pointed out any errors, we made the cake as the receipt stated, it does not warrant for a full refund nor store credit but I still offered a full store credit to try to make her happy.  This is where the call went bad, she tells me "we didn't eat the cake" my response to her was "why not? the coating of the cake is such a tiny part of the entire cake, it's like pizza where some people don't eat the crust, you all could've enjoyed the inside part of the cake and just not of eaten the coating". I tried to further explain that comment I made about the pizza but she was not letting me speak. When she started cursing and bashing me is when I retracted my offer for a full store credit and told her "Oh you're cursing at me know? I can only imagine how you've spoken to my staff! I refuse to be cursed at and bashed and now I will not give you a full refund, I will only refund you the difference for the Icing upcharge".  She threatened me with filing this complaint and cursed at me again. As she was in the store my 74 year old dad was there and said to her "why you so upset he's giving you a full store credit, it doesn't expire you can use it any time" she responded "I'm never coming back here again, I want a full refund, I'll be filing a complaint with the BBB....** **** ********"and stormed out. (I have it all on my surveillance)

  No she does not deserve a refund, nor do I ever want her returning to this establishment. If her mom is a cake decorator she should know the difference between whipped cream and icing. Her story didn't line up and I still was playing nice but not when she started with her trashy mouth!

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Regardless of whether or not my mother is a cake decorator I am not familiar with how you as an establishment make your cakes therefore that excuse that I took the cake was not appropriate. The only reason I started to get aggressive in my manner was because the owner told me its like a pizza if the rest is not correct then you can eat what is. As a business owner and someone who has worked in customer service for 20+ years I would never tell a customer well eat the rest if youre not satisfied. Very unprofessional. As for the staff they were rolling their eyes at me and laughing behind the counter. As a human being how is one supposed to feel when everyone is gaining up against the customer. Regardless of the phone call to the owner he from the beginning was not going to right his wrong. If he thinks that telling a customer that the only thing he can do is give them a store credit so they have to come back to his establishment where 100% the order would again potentially be wrong , and blame it on the on the customer was not a sufficient answer for me. There was absolutely no helpfulness in his response to me from the beginning of the phone call. My attitude was completely correct because as a consumer, you are going to deny me my money back because of an error of the employee. Even after the employee came over to me she never told me that I asked her for recommendations she never once mentioned in front of anyone in the establishment that I asked for recommendations there for her, telling her boss that she told me recommendations is a complete and utter lie. As a person working in customer service for so long, I never in my life have ever spoken to somebody out of line so in order for me to get to the point that I did was because the employees were harassing me laughing and making eyes and rolling their eyes, and making comments behind the counter about me. At that point it was no longer about the business. It was personal as for the owner and his response as somebody who, so he said has been in this business for ************************************************************************************* they dont. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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