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Business Profile

Cake Decorating Supplies

Send a Cake LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cake Decorating Supplies.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased an adorable cake to be sent to my 6 year old granddaughter on her birthday. This company did get the cake there on time and it was adorable, but, the butterflies that flew out got tangled in her hair and her mother had to cut them out. To be fair the company did put instructions for those opening the box to give room and pin hair back. They did not tell me ( i would have warned my daughter ahead) and my daughter did not see the instructions. I contacted the company and they said they were not to blame and would not give any recompense. Since this product is for children ( they have all kinds of selections even for adults), and I paid extra for the flying ( fake) butterflies,I think they should give much stronger warnings. It could have hurt one of her eyes! Her hair will grow back, but she was late to her own birthday party and it did not make for a very happy day. I live in ********** and my granddaughter ( and daughter) live in ***. I very much wanted a wonderful experience for her and it was quite the opposite. They did not offer a refund or any money back.

    Business Response

    Date: 05/07/2025

    Customer is asking for a full refund due to paper butterflies are stuck on the recipient's hair. We have included an instruction on how to open the box that includes a warning on each of our boxes.

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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 birthday cake for my daughter to arrive on *********. I paid an additional 16 plus dollars to ensure that it would be delivered that day. It is now Monday the 7th and it still hasn't shown up. During that time I've called where no one wants to give me a refund they keep directing me to a claims site and every day when I go to the claims site it says you can file a claim in two days but the two days keep moving forward so I will never get there. It's all a scam. They originally offered to give me back the $16 that I paid for extra insurance on delivery. I keep explaining to these people that regardless if it's late or not I still don't have a cake and I don't want my daughter eating a cake that has been sitting on a truck for nine days. It has eggs in it. this is a health concern. someone could get sick eating a cake that's been in a truck for now 9 days. I want my refund and at this point I feel like I should be compensated for all the phone calls all the hassle and the disappointment that my daughter did not get a birthday cake on her birthday.

  • Initial Complaint

    Date:02/23/2025

    Type:Product Issues
    Status:
    Answered
    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 surprise gift for my wife where when opened bubbles were to come from the top. When opened nothing happened. This was a disappointment and the main reason for the gift. I contacted Send a cake who requested video which I sent. The video clearly shows the product did not function. After a series of emails the only answer to the issue was to regift it.

    Business Response

    Date: 03/06/2025

    We have reviewed the video that was sent and the package worked perfectly fine.

  • Initial Complaint

    Date:02/12/2025

    Type:Product Issues
    Status:
    Unanswered
    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 the Valentines bubble gift. Sent it to my daughter at college. When she recieved it she told me it was cute but if didnt do anything. I contacted the company and told them of the issue. In a email they suggested I visit the *** page with included link. We tried all the things they suggested to make it work. Still did not work. They then requested a video showing the box being opened and we sent that via email. They responded thanking us for sending the video but unfortunately due to their cost in the product an shipping the only thing they could do was offer a $25 account credit. I spent $77.60 for this item. There was no offer to replace faulty product or a payment refund. I do not want a $25 credit and have to pay another $50 to get the product I originally paid for.

  • Initial Complaint

    Date:02/11/2025

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order with ************************** for a Valentines gift for my husband. Upon opening the box, it was supposed to blow bubbles out. The product did NOT work and when I contacted the company they offered me a $25 refund for a $94 order. I offered to send the defective box back. I just want refunded, which is fair

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Answered
    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.
    12/4/2024 I placed an order for a Surprise Birthday cake to be delivered on **********. The Cake was delivered 3 days late, and it was incomplete and damaged. I have tried to get a refund, and they refuse. The order was $79.20, and they offered to refund $20, then $36 dollars and finally they offered a 50% refund. I repeatedly refused their partial refund offers and requested my complaint be escalated for a full refund. What a rip off experience. Their "Route protection" for missing or damaged product is a joke.

    Business Response

    Date: 12/20/2024

    We have already processed a full refund. Refunds typically take 3-5 business days, depending on your customers bank's turnaround time.

  • Initial Complaint

    Date:11/24/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Very disappointed. I was charged 29.95$ for the box 15$ for small cake 10$ extra for butterflies 10$ extra for flower shower 21.65$ shipping for next day Total ***** on my credit card. Butterflies werent in the box and the flower shower was not a shower, just roses falling out of the box when u open it. This was a complete flop, and none the less embarrassing, so I let sendacake know and sent them a video of our failed experience. After they repeatedly explained they were a small company all about customer service they had the ******** to offer me a 15$ refund. *** thanks! Now I will just blast their small company with poor customer service all over social media. ********************** wants to charge ********* and Neiman ****** prices but without the top notch customer service. Good luck to **********************. What a disappointment.

  • Initial Complaint

    Date:08/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    The product was a complete dud. Only one butterfly worked. The flower shower was a few small petals in a plastic box. The cake stand wasnt included. The cake was very small and rock hard lacking flavor. Completely disappointed. Was only offered a 50% refund.

  • Initial Complaint

    Date:08/03/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 paid a lot of money to have a birthday cake delivered next day for my mom's 75th birthday. She's been in incredible pain and in and out of the *** and I live an 8-HR RT away. I had planned to make a cake and visit but wound up with COVID. This cake was the answer...only, it wasn't delivered as expected. Rather than helping make it right, the company's CSR argued with me about the address, despite the fact that the house is 3 apartments located at ***************************************** where my folks live, as 18 -- which is the address added to the package. Now the package is going to arrive after my mom's birthday, likely stale, and I am out the almost $7o for nothing. This was a very disappointing experience and I'd like to save other people from the hassle.

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 to be delivered 7/31 to my best friend in *********, ** *****. It is a P.O. Box but that is her address. I ordered it on 7/26 I believe. So plenty of time to have them refuse my order or discuss w me. The cake was sent to **********, ** with a different zip code. I tried to contact them 7/30 to try to figure out how we can get this cake delivered but the help line said I could not put in complaint until 8/2. As I looked around round the website I see an email to send my issue to. They responded that they will not refund my $60 because I gave them an incorrect address. They accepted the address way before it was to be delivered- why did they not refuse my order?

    Business Response

    Date: 08/11/2024

    Hi *****,

    We are sorry that your recipient did not receive your order on the delivery date you selected.

    We specified on our website once your are filling up the shipping address that we do not accept any P.O Box or APO address.

    Please be advised of our Failed Shipment Policy: "We do not issue refunds on lost packages. If the failed shipment is due to an error on the purchaser's or the recipient's part (as in a gift), including but not limited to an incomplete or incorrect address given, receiver not in, special shipping instructions made at the request of the recipient, refused deliveries, or orders left out and either stolen, ruined or damaged after delivery, we cannot refund or replace the shipment."

    But as a one-time courtesy, we have refunded the full amount on your original mode of payment. You should be able to receive the emailed receipt shortly. Refunds normally take 3-5 business days, depending on your bank's turnaround time.

    We want you to know that our management will be notified about this situation so they can look into it and avoid it in the future.

    We are a small business that just started a couple of years ago so we extremely appreciate your feedback. Please let us know if you have any other thoughts or suggestions.

Send a Cake LLC is NOT a BBB Accredited Business.

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