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Business Profile

Bakery

Bake My Day

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:05/07/2023

    Type:Customer Service 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.
    4-13-23, placed order for cake and $75 deposit. Provided a picture of the cake I wanted, which was also displayed on her website as a cake she had done in the past.
    Agreed for pick up time of 1130am on 5-6-23, and explained to her my son's birthday party started at 1230pm and was located about 20 miles away from business. At 1052am, on day of pick up, was told she was running 15-20 minutes behind. Arrived at 1145am and was told the cake was still not ready. Finally at 1215pm, 15 minutes BEFORE my son's party started, she told me the cake was ready. While picking up the cake at her front door, she told me to be careful with it because it was top heavy. The sculpture on the cake was so soft it was falling over. We held the cake on my lap with me holding the box the entire way to my son's birthday. We took the cake inside the venue, placed it on the table, and the cake collapsed. The round cake bottom had collapsed, destroying my son's name on his cake. We had to improvise and use straws to hold it up.
    After the party on my drive home, I sent ********* (the owner) a text with my disappointment. Her response was, "why didn't you send this 5 hours ago?" I was shocked at her rudeness and disrespect, a simple Im sorry would have been nice. I paid $265 for a cake that fell apart. I posted a review on yelp with the picture of the cake and text messages. She responded and took no responsibility and said the cake appeared to be "smashed". I don't know how she's still in business. Why would I smash the cake, or place anything near the cake that could possibly smash it, after paying that much money. Her response on yelp was if I would have contacted her sooner after the cake collapsed, she would have brought a replacement. She had almost a month to make my son's cake, why would I expect her to bring another cake within an hour. Extremely rude, disrespectful, horrible customer service, and does not take responsibility for her mistakes.

    Business Response

    Date: 05/15/2023

    When ****** and her friend picked up the cake, we gave them specific handling instructions for transporting a custom cake. We do this with all of our customers to ensure they take the necessary precautions to avoid damage to their cakes. The cake was in perfect condition when they picked it up. ****** texted me 5 hours after picking up her cake stating that it collapsed. My initial response was “why didn’t you contact me sooner”; I never heard back from her, via text. Within minutes of contacting me, she posted a bad review on Yelp about this issue…..complaining that I did not apologize. I responded to her review both publicly and privately. Below, is a copy of my response to her review.

     

    It is unfortunate that her cake got damaged and that it took her 5 hours to let me know. As stated in my reply to her, we would have been very happy to bring a new bottom cake regardless of how and why it got damaged. Our concern is always to help our customers however we can. When you contact us 5 hours after the fact, there is absolutely nothing we can do. We would have gone above and beyond and could have helped her situation if she would have contacted us in a timely manner.

     

    Our Policy clearly states that Bake My Day is not responsible for any damage or discrepancies after they pick up the cake and leave our facility. We have no idea how our customers handle and care for their cakes after they pick it up, so this policy is a must for us. During pickup, we educate our customers on the best way to transport and care for their cakes to ensure a safe trip. Because of the time lapse and the type of damage to her cake, It is my professional opinion that the cake was not properly cared for after pickup. We do approximately 30 cakes per week and we did 23 that particular weekend and nobody else had this problem and most of the cakes were larger and with much more custom work. This type of issue has never happened to one of our cakes and would be extremely rare to happen like she suggests, to any cake. Again, in my professional opinion and with 12 years of owning this business and over 20 years of baking experience, it is my opinion that something had to have caused this to happen after picking up the cake, most likely during transport.

     

    Bake My Day plans to honor our policy and no refund will be considered. As I mentioned to her, we would have been happy help with this issue but she failed to contact us in a reasonable time leaving us no opportunity.

     

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