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:11/20/2023

  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.

  ****** was hired by me, the bride's mother, to do a wedding cake (2 tier) and 2 large sheet cakes for our daughter's 9/9/2023 wedding. A deposit to Lyneah was given in 2022. A continuous number of follow up texts, calls and personal visits were made to assure everything was understood as far as flavor & decorating for the once in a lifetime day! One week prior, I even checked in with her asking if she had any questions. The picture attached is what was provided to Lyneah as our example for the wedding cake. The actual wedding cake was grossly obnoxious! This day will not be re-created! I contacted the business several days after the wedding, requesting a partial refund. She would not work with me, telling me ******* was her client. I made all the payments! ******* has now been working with her for two months with no resolution. ****** keeps saying she is mailing a refund and none is received. I dread the thought of this happening to another bride in the future. At this point, I am requesting a full refund of $260 as this has now been over two months! The 2-tier was atrocious and was extremely embarrassing. I can provide ***** text messages and photos of the wedding cake by email, if needed. My daughter also has ***** text messages.

  Customer Answer

  Date: 11/21/2023

  I have attached of the cake(s) that were made. There was supposed to be 1 large "B" for ****** done in gold to match wedding colors. Instead, there were awful yellow "B" all around the bottom layer. The yellow looked terrible! The sheet cakes were not as ordered either. If any of our many test messages are needed, please advise.

  Business Response

  Date: 12/11/2023

  In response to the complaint against myself, I did try to reason with the bride's mother in regards to what she was unhappy with. With that being said, I did then reach out to her daughter, who was the bride, to see what she was disappointed in with my work. According to the bride, what she voiced to me directly, her only disappointment was how the bottom tier of her wedding cake looked like. She only wanted one letter "B" in gold on the bottom tier. I did explain to her that it was my misunderstanding, I thought she wanted the letter going all the way around it. The picture that was given to me to go off of had a letter going all the way around it. She kindly understood that I had misunderstood that. The only other thing the bride was disappointed in was that the 2 sheet cakes were "cream" color. The one cake was covered in vanilla buttercream, which did come out to be white. The other sheet cake was covered in peanut butter icing. I did verbally explain to her and her mother that I would not be able to get peanut butter icing to be white. I do remember both of them understanding this and wanted me to proceed using peanut butter icing.

  After I did reach out to the bride just to ask her what she was disappointed, her mother started texting me, telling me to stop harassing her daughter because she was on her honeymoon. I initially didn't know she was on her honeymoon. I didn't pressure her to answer me. The bride got back to me at her own convenience. I did then apologize to her for getting a hold of her on her honeymoon and she did not seem too bothered by it. However, I did tell her when she got home to please contact me. All that while, her mother continued to text me and started to throw out false accusations at me. One example is that she said I never left any cake boxes for them to take home as requested. I most certainly did and even left a note at the venue letting everyone know they were placed under the cake table.

  I have explained to the bride, who has been more than understanding, that she will be getting a refund. I made her aware the only reason why she hasn't gotten it yet is due to financial reasons in my personal life. The refund has not been forgotten and the bride will be getting a refund. The bride has provided me with her own mailing address for me to send it to. 

   

  Lyneah Ferrell 

  Customer Answer

  Date: 12/13/2023

  First, and foremost, I am not satisfied with the business owner's response! There is no acknowledgement that I, ***********************, am the client/customer as is evidenced by the deposit check (enclosed) and all additional payments made. It is obvious, this an extremely poorly managed business; lacking integrity, with no regard for customer satisfaction. Standard business practices reflect quick resolutions for customer satisfaction. The business owner was advised of my dissatisfaction on 9/12/23 and to date, has not made resolution. It is common knowledge that newlywed couples go on their honeymoon the week after their wedding. Portions of this business owner's response should make it very evident that non- truths and common sense matters are being used as a very poor defense. Neither ******** Amazon, ****, etc. is going to deny a refund because they are having difficulty in their personal life. It is not my business, or my concern, and should not be used as an excuse! A refund in the amount of ( at a minimum) $200.00 should be mailed to *********************** ***************************************************************. Until this refund is received, resolution has not been made. 

  Customer Answer

  Date: 12/13/2023

  First, and foremost, I am not satisfied with the business owner's response! There is no acknowledgement that I, ***********************, am the client/customer as is evidenced by the deposit check (enclosed) and all additional payments made. It is obvious, this an extremely poorly managed business; lacking integrity, with no regard for customer satisfaction. Standard business practices reflect quick resolutions for customer satisfaction. The business owner was advised of my dissatisfaction on 9/12/23 and to date, has not made resolution. It is common knowledge that newlywed couples go on their honeymoon the week after their wedding. Portions of this business owner's response should make it very evident that non- truths and common sense matters are being used as a very poor defense. Neither ******** Amazon, ****, etc. is going to deny a refund because they are having difficulty in their personal life. It is not my business, or my concern, and should not be used as an excuse! A refund in the amount of ( at a minimum) $200.00 should be mailed to *********************** ***************************************************************. Until this refund is received, resolution has not been made. 

  Customer Answer

  Date: 12/22/2023

  [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: 20881591
  
  I am rejecting this response because:
  

  First, and foremost, I am not satisfied with the business owner's response! There is no acknowledgement that I, ***********************, am the client/customer as is evidenced by the deposit check (enclosed) and all additional payments made. It is obvious, this an extremely poorly managed business; lacking integrity, with no regard for customer satisfaction. Standard business practices reflect quick resolutions for customer satisfaction. The business owner was advised of my dissatisfaction on 9/12/23 and to date, has not made resolution. It is common knowledge that newlywed couples go on their honeymoon the week after their wedding. Portions of this business owner's response should make it very evident that non- truths and common sense matters are being used as a very poor defense. Neither ******** Amazon, ****, etc. is going to deny a refund because they are having difficulty in their personal life. It is not my business, or my concern, and should not be used as an excuse! A refund in the amount of ( at a minimum) $200.00 should be mailed to *********************** ***************************************************************. Until this refund is received, resolution has not been made. 
  
  Regards,
  
  ***********************