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:08/03/2022

  Type:Customer Service 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 want everyone to be aware that the owner of this establishment, ****** is terribly rude and has zero customer service skills. I had registered for a class with my sister, and the morning of the class my sister went to the emergency room. I called the morning of the class and asked our options given a medical scenario and the owner said there was nothing they could do. I find this hard to believe as a professional business they would not offer any options for a medical scenario. I didnt even request a refund, I simply asked if we could reschedule for another class. I can understand the last minute cancellation, however emergencies are unplanned and unforeseen. I will never recommend this place to anyone I know, as being in customer service myself, I was appalled by the owners lack of empathy and customer service skills. At the end of our conversation she hung up on me. Beware before booking, there is ZERO flexibility even for medical emergencies, covid etc. to reschedule or rebook. ****** was very unkind and had no sympathy for our medical situation.

  Business Response

  Date: 08/11/2022

  Hello,

   

  This customer wants a refund for the class she and her sister signed up for without giving us 72 hours notice. When a customer signs up for a class our cancellation policy is spelled out with each class and for each registration. The customer must check a box that says they understand what the cancellation policy is before the registration can be completed. We have done this to make sure there is no confusion about it and that the policy is clear.The customer phoned in the morning the day of the class to say that her sister had a problem with an ankle and most likely could not attend the class that evening. I told her she could bring anyone in her sister's place and that we were under the 72 hour notice period and that there could not be a refund or credit. She seemed fine with that explanation. Later in the day she called back and told me they weren't coming and wanted a refund. I told her i was very sorry and that she could bring someone in her sister's place. That was not what she wanted. i do not want to argue with any customer so tried to be sympathetic, but told her there could not be a refund. She did not like that and continued to argue the point. I just don't like to do that so i told her I was sorry, but did not have an alternative other than our policy of allowing anyone to be a subsititute for the class. I was not rude to her. i tired to diffuse the situation by suggesting a ticket to a concert or sporting event was similar. I did not want to argue, but the asking continued, so I said I was sorry but had to get off the phone a customer was waiting for me.

   

  I understand the customer wants what she wants, but our cancellation policy is clear and up front with each person who registers for a class with us. I'm sorry this had to happen,

  Sincerely,

  *****************************

  Sweet Basil
  

   

   

  Tell us why here...

  Customer Answer

  Date: 08/11/2022

  Hello and thank you for your reply. It is clear to me that the owner of the Sweet basil cooking store does not want to take any responsibility on her part. We were prepared to offer a valid doctors note as my sister was in excruciating pain and unable to attend. We also tried to sell our tickets or to get other people to attend and we were unable to. The sad part of this whole situation as I was not asking for a refund I was simply asking for a credit. It is unfortunate that this business would not recognize that in a medical scenario we were not able to attend due to unfortunate and unexpected circumstances.

  unfortunately this was not resolved to my expectations but it is clear to me that the owner will not take any further action or accountability.