Complaints

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• Initial Complaint

  Date:03/01/2023

  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 would like a refund on goods not provided.
  
  I had ordered a holiday tray of cookies from this bakery for pick up Christmas Eve at 10. That date was part of the large storm in December. I was unsure if the store was open and the business website did not indicate in anyway. I called to see and there was no answer. I sent a follow up email asking the store what they would like me to do. At 2:30 they called asking why I was not at pick up. I explained I tried to get a hold of them earlier. It was arranged, at the owners suggestion, that I would come on the 28th at 10:00 to pick up the tray. I showed up at the store and it was closed. I left another message asking when another time would be good for me to come in. I got an automated text message later that day saying my order was ready, which I knew. It did not indicate when she wanted me to come in for pick. We needed specific times because the store was closed this week for the holidays. I would have been happy to wait till next week - I just needed communication. The sign on the door said preorder pick ups were available on the 31 from 9-2. My husband showed up at 10 and again it was closed. I called again. I was frustrated and irritated as I felt like I was putting in a lot of effort to communicate without responses. I had shown up at times set by the owner with no one there and felt like I was being given the run around. I messaged on several locations unsure how to get a hold of her. She called back very verbally aggressive. All I wanted was acknowledgment that they had 1) dropped the ball on customer service 2)when to pick up the tray or how to get a refund. She told me I was “freaking out” but continued to talk to me in a very raised verbally aggressive way. She was incoherent and I could not understand her messaging to me. She then hung up and would not answer calls. I am now uncomfortable to try and call her or go into the store and would like a refund. Thank you, *****

  Business Response

  Date: 20/01/2023

  Hi All, 

   

  I would like to state the events for the order in question: 

   

  Sat, Dec 24

  - we contacted the customer by phone @ 2:30p as the order had not yet been picked up and Tasteful Trends closed @ 2p 

  - Tasteful Trends made arrangements to pick up on Wed, Dec 28 between 11a - 4p for all customers who were not able to pick up due to inclement weather 

  - this alternate pick up time was also posted on our social media

  - the customer agreed 

   

  Wed, Dec 28

  - the customer did not come to the store on Dec 28 during the posted hours 

  - if the customer did arrive outside of these hours they also did not call to notify that they were on site 

   

  Sat, Dec 31

  - the customer contacted us originally by phone 

  - GM spoke to customer on phone, customer was immediately agitated as she stated they had been trying to pick up through the week although the shop had been closed and would not listen to any reasonable explanations

  - customer continued to say she wanted to receive the product, she wanted it then, GM explained that the shop was now closed and as a perishable item we were unable to hold following the pre-determined pick up time 

  - customer was given a 50% refund in good faith due to the fact it was a perishable item and Tasteful Trends was open for multiple hours on 2 separate days for pick up posted and communicated clearly 

   

  Please feel free to reach out with any concerns regarding this event, 

   

   

  Best Regards, 

  Tasteful Trends Café and Cakery 

  Customer Answer

  Date: 31/01/2023

  
  
  Complaint: 18667105
  
  
  
  I am rejecting this response because:

  Dec 24

  - I called at 10:00 am with no response and sent a follow up email with no response. 
  - I would have picked up at 10:00 am, but did not want to go out in a storm if the store was close. OPP was advising people to not drive. 
  - At that time I was verbally told to meet at 10:00am on the 28th

  - I am not overly active on social media, so did not receive any info that way. 
  

  Dec 28

  - I called the store while I was standing outside and left a message with no response

  Dec 31

  - My husband returned to the store during the pick up hours that were posted on the door. Again we called the store without response. 
  
  - I did not say I wanted to receive the produce as the GM would not let me actually speak. She kept very verbally aggressively speaking over me. It was completely unprofessional way for a GM to behave. No arrangements could be made due the the nature of the GM's communication style. Then i was hung up on. 

  - I am unaware of any refund being given as no notice or communication has been given to me. This the source of the problem in this situation: poor customer service and poor communication. 

  - Ideally I would like a full refund and an apology. However, I will accept a full refund.

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