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:06/20/2024

  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.

  They LET ME RETURN the cookies, then REFUSED TO GIVE REFUND! Yes, they took them back, and kept my money. They tried to ruin my wedding! I placed a very pricey order for my wedding, an ombre 3 teir tower, customized with photos. Less than one week before the wedding, they told me they couldn't do the prints. I was understanding. Then they made the ombre tower.....all one color! When u order it, they expect you to know exactly how many cookies go on each teir. Like huh!? How would the customer know that? Just recreate the photo I asked for. So when placing the order, I picked one color, then texted them and let the know I wanted the tower exactly like the photo. They didn't understand, and ruined it. Then they let me take the cookies back to their house, because they don't even have a storefront. The lady came and took them, talked down to me, and went back in the house. Then texted and said I can't get my money back. What!? Why take the order back and keep my money!??? I looked them up on Better Business Bureau, and they do this to a lot of people. I did not deserve this at all! I attached photos as proof and will be contacting law enforcement because they stole hundreds of dollars from me at the worst time.

  Business Response

  Date: 06/25/2024

  Hello. Thank you for reaching out.

  There is sadly no refund for customized perishable items. These were made to order especially for the customer, with a custom photo printed, and can not be restocked. This was detailed to the customer on our FAQ page and policy. We also mention it to the customer a few times.

  Best regards.

  Customer Answer

  Date: 06/25/2024

   I am rejecting this response because:
  
  They were not customized! I have text messages from you saying you could not customize them so all the cookies were plain. Past that, why did you take the cookies back??? Now I got no cookies and you got to keep my money. Stop being bad people and give me my money back. 

• Initial Complaint

  Date:03/17/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered 2/13/24 for birthday party 3/9/24. Chat questions answered right away when placing order and was assured by business I would receive on time. Went ahead and purchased insurance just to be safe. Total paid was $55. Order #*****. They shipped them **** 3/4/24 tracking # ******************************. They were lost in hot warehouse for days in **********. I have records of chats, texts and emails sent almost daily since 3/9/24 and have not had one response. The macarons arrived on 3/13/2410 days after they shipped and they are perishable. After days of sitting in over 70degree outside weather, which we can review the forecast for proof of this in **********, let alone the temperature a warehouse would be with that kind of heat I certainly was not going to eat them and get sick. The company has to provide the information for a claim and since they will not respond to any of my correspondence I cant even file a claim with the insurance I paid extra for. I sent email, text and chat 3/15/24 informing them I would be filing this complaint if I hadnt heard from them within 24 hours and as expected no response.

  Business Response

  Date: 03/18/2024

  Hello.

  Please find attached proof of delivery. Please also find attached our refund policy: No refund for perishable customized items. We sadly can't control carriers timeline. Please redirect your claim to the appropriate carrier company so they can help. Thank you.

• Initial Complaint

  Date:01/17/2024

  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.

  In mid-December I placed an online order for a web-based course on Baking Macrons from Pastreez.com for which I paid $49.00. The class was to be a Christmas present for my wife and it was scheduled to be delivered on Saturday, December 23, 2023. On the morning of December 23, those of us who had registered and paid for the course received an e-mail from the owner/operator of Pastreez.com informing us that the course was to be canceled because he and his wife were too busy filling macron orders for the holidays. No alternative date for the course was offered. I sent an e-mail requesting a refund and was informed that I could not receive a refund and was offered a box of macrons, which I declined. I repeated the e-mail insisting that I was *********** a full refund and was instructed to submit my request to a specific e-mail address. I did so and have received no form of reply to that e-mail. I think it is absurd and appalling that this company has not refunded my $49.00. This is internet fraud!

  Business Response

  Date: 01/22/2024

  Hello. Thank you for reaching out.

  I can understand the frustration. But we can't accept some words used in the customer's complaint. Please see attached. We have a STRICT NO REFUND policy, that the customer accepted at checkout. Please read again our refund policy on our website.

  Also, please read again the email. We offered you a FREE REPLACEMENT of 24 macarons in lieu of the class as a compensation. You accepted at first that accommodation, but then refused. We can send you a screenshot if needed.

  Still, there is NO REFUND for any order placed on our website. You're still eligible to get your replacement if you wish. Simply email us. back at *****************************.

  Thank you.

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because:
  
  I have received absolutely nothing in return for my payment of $49 for the cancelled class. The business incurred no cost resulting from my order. It is unconscionable that th egg y will not return my payment. They defrauded me and others by advertising a class they had no intention of offering. Totally unethical business practices!!!!

  Business Response

  Date: 01/30/2024

  Hello.

  We always responded to the customer in a timely manner. We already shared our policy / FAQ page to the customer. There is no refund and all sales are finals. We can definitely either switch the macaron class to another upcoming online macaron class, or replace that fee by macarons sent to the customers.

  These are the ************ available currently. Let us know. Thank you.

  Customer Answer

  Date: 01/30/2024

   I am rejecting this response because: I took the no-refund policy to apply to perishable products that the company sells, not to an event that, once cancelled by the company, means that the company incurred no costs involved in creating or delivering the product to people who paid for it. It is unconscionable and unethical for this company to receive to refund my $49 payment in view of these circumstances. Their interpretation of this policy implies that the company could then advertise many such classes with no intention of actually offering them, accepting payment from many customers who would effectively have been robbed. Is that how this company chooses to be perceived by its customers? The only ethically acceptable outcome of this situation is a prompt refund of my payment and that of everyone else who registered for this phantom class. 
  
  
  

  Business Response

  Date: 02/02/2024

  We apologize for the inconvenience. We can understand the frustration, but sadly this is our policy. We're very responsive to answer to our customers as you can see. We already showed the different proofs of our policy, which was shown to the customer prior to order (in an easy short readable format at checkout, prior to purchase). The customer can reach out to us anytime with either a macaron set or a later class voucher.

  Customer Answer

  Date: 02/05/2024

   I am rejecting this response because: The no-refund policy applied in this particular circumstance is both deceptive and unethical. It gives this company ************************* to intentionally defraud customers out of the fees they pay to register for classes that are then cancelled by the company. The purchase I made was to be a Christmas present for my wife. We have a perfectly good supplier of macarons locally and so I do not need or want your products. I no longer trust your company to deliver on the promised rescheduling of the class I paid for and so the only acceptable recourse is a full refund of the $49 that has been stolen from me. 
  
  
  

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed an order on November 30th with an event date of December 21st. According to the website, the package would deliver a few days before the event date. It is now December 23rd, past the event date and I still didnt receive my order. I tried contacting the seller by live chatting, texting, and emailing, but got no response.

  Business Response

  Date: 12/24/2023

  The tracking was provided to the customer on 12/18 by email. Tracking is ******************************. We are sadly not responsible for carriers delay. Please contact **** with your tracking information to get an eta. Please see attached a screenshot of the current eta that the customer can see on **** website.
  Lastly, it is the third order from the customer over 3 years. The customer knows how we work and is aware that no return / refund can be made for perishable items.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 8/28/2023 I purchased a set of 48 pink macaroons for $89 macarons as a gift for my daughter's 18th birthday. Immediately afterwards the site pops up a message about a discount if you purchase more.... I clicked to see what it was about and it placed a second order WITHOUT my permission. They offer contact information and I IMMEDIATELY emailed and texted about the issue and they ignored me and shipped anyway....reached out a few more times and their customer support is non existent- saying you can not cancel. They shipped within an hour so there is no way they can be just made and fresh.

  Business Response

  Date: 08/29/2023

  Bonjour, thanks for reaching out.

  As detailed to the customer numerous times by email, there is no refund / cancellation sadly. That is our policy for custom handcrafted perishable baked goods. Keep in mind you are ordering freshly baked macarons, not in-stock items. Everything is handcrafted by French chefs just for you.
  
  The idea is to provide the best macarons at a fair price, with a fast turnaround. I understand nowadays with amazon and retailers that sell in stock made in volume, there is a return / cancel policy. But for handcrafted perishable macarons, we sadly can't provide return / cancellation.
  
  Lastly, please note that you selected the Free 7 business days shipping method, with an event date of 9/1 (in 4 business days). We upgraded you and shipped faster for free to help you out with your event, event though the incorrect shipping method was selected.

  We'd like to take that opportunity to let you know that, even when we understand your frustration, you need to use respectful words in your emails. Your last email to us was defamatory. We'll stay available if you need further help, as long as you write respectfully.

• Initial Complaint

  Date:04/19/2023

  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.

  On 3/28/2023, I ordered from Pastreez a 3-month subscription of macarons. I provided them with the correct address (see photo 1). The three month subscription says "$99 (shipping included)." The first box came correctly. The second box never arrived. When I told them the tracking number for it shows an incorrect address, they informed me that I gave them the wrong shipping address. They then told me in order to get what I paid for, I would need to pay them $15 for shipping/packaging fees. The address for package 2 does not match with the first and third package, nor the original order address. Clearly not my mistake.
  
  I paid $99 for three boxes, but only received two. The owner refuses to send a third box unless I hand over an additional $15. So now my options (for their mistake) is to pay $99 for two boxes, or $114 for three boxes. That was never agreed to, and the owner is suggesting that I am responsible for this issue. I am providing documentation (images) confirming that I am not lying, and that the owner is lying.

  Business Response

  Date: 04/20/2023

  Hello

   

  thank you for reaching out. The customer is accusing us of lying, that is not acceptable.

  this seems to be a carrier issue, that the package was not received due to incorrect forwarding.

  to be honest, we don’t understand the situation. We already contacted the customer, answered the same day to her concern, and we never said it was her fault. We never got a response back from the customer to this date. 

  We sell perishable items. Since the package was returned, we can’t use the same items, we need to re make the entire batch.

  we offered the customer to make that new batch for free, and asked to only pay for shipping / handling at $15, since this is what the carrier charges us. This offer seems fair.

  all together, taking the time to do all this seems unreasonable for only $15.

  It was a fair offer, and the customer NEVER responded to us asking for free shipping. We would have been ok with it!

  to sum up, please ask the customer to email us at [email protected] and we’ll ship that new box with her next shipment for free.
  

  again, it feels sad it today’s world that people prefer to complaint here and there rather than solving the problem at the source with the company.

  Customer Answer

  Date: 04/20/2023

   I am rejecting this response because:
  
  
  As the screenshots I have provided clearly indicate, the business told me I put my address as an address that, per their own receipts, I did not put. They said "we shipped it as usual to the same address." Based on the shipment addresses, that is categorically false. The first and third shipment have a different (and correct) address than the second one. Thats why I didnt receive the second box. 

  When I purchased the subscription, it was clearly for three boxes for $99. To date, I have only received two. The business is offering to give me the missing box if - and only if - I pay an extra $15. In the screenshot I provide here, their website clearly says "3 months Total $99 (shipping included)" $99. Not $114. The website doesn't say "you'll need to pay an extra $15 if something happens to your box." As it stands, I have two boxes for $99. 

  I cannot help the business owners frustration with the Better Business Bureau's existence or their displeasure that a consumer is utilizing the BBB. If the business owner feels more comfortable with an actual legal authority, I'm happy to direct my consumer-related issue to the California Attorney General's Office, who is responsible for overseeing business conducted in the State of California.

  As I've said previously, I am asking for what I paid for, or a refund. 

   

  Business Response

  Date: 04/20/2023

  We did not realized you ordered only 3 months. Not sure why the customer keeps thinking we aim to do bad to her.

  We'll be waiting for the customer email at *************** and we'll surely send the extra box, only AFTER the customer confirms by email the correct shipping address.

  Please ask the customer to reach out at *************** so we can go from there.

  Again, the customer is being unreasonable here. We already mentioned many times that we'll help and send the free box. There is no need to keep losing time on back and forth.

  Sum up: Customer to contact us at [email protected] and we'll send the box free. This is our last message through this channel. Thank you.