We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Caterer

Georgetown Cupcake

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Caterer.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Date of transaction: February 1, 2024 Amount Spent: $66.52 Business was supposed to: Deliver order by February 2, 2024 Nature of dispute: When the order was not received, I tried to troubleshoot the issue and could not get a reply (automated) by phone/email.Has the business tried to resolve? No, I have received the same automated email (3rd round) and I still cannot get a customer server agent to respond to my issue *************** or ***********************************].Account/order/tracking: According to their automated service I should have received a *** order number, I have not and I have been trying to follow-up with the below information:Order Type: Shipping Email Address: ******************** Order Number: ******* Ordered on: 2/1/2024 6:09:17 PM Ordered by: ************************* Order Total: $66.52 Arrival Date: 02/02/2024 Shipping ********** Gift Note: We Love You in **!Special Message:Total Cupcakes: 12 Billing Address ************************* *********************************************************************************************************************** 2527255101Payment Method Ship To ********************************* ********************************************************************************************************* 2403056808Shipment Method Cupcake Order Shipping

  • Initial Complaint

    Date:01/10/2024

    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.
    On 14 December, I placed an order for a dozen cupcakes ($42 for the cupcakes, $22 for the shipping) to be delivered on 26 December to my family as shown on page 2 of the Original Order document attached. When they did not arrive on that day, I tried to call and sent an email to the customer service team. I received the Auto Response email which is attached and notes a follow up would be sent 1 business day later. According to the business website, they were only closed on Christmas Day so should have been opened at that time. Two days later, I received the attached *** Shipping Confirmation that the delivery would arrive on 28 December. This was two days later than what I had ordered and when the business had agreed to deliver my order. My family was no longer home to receive the cupcakes so the order was useless. I have tried to call this business many times over the past two weeks to resolve this issue and have emailed their customer service three times with no response. Their phone is not answered and customers are encouraged to use the email service I have used, which is also not answered. I am not sure what other options I have so am hoping BBB can help me get my refund. This is the second time I have had an issue with the order timing for this business but last time they were responsive so I decided to try them again. I won't be using them again but I would like a refund since the late order was useless. Thank you. (Please note I ordered these from ********* so the email dates are a day later by that time zone than the ** time zone.)

  • Initial Complaint

    Date:12/28/2023

    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 placed 5 (FIVE) orders for a dozen cupcakes before Christmas, and two were never received!!! I have emailed the company TWICE, and have only received an automated response. I have called all three of their local stores MULTIPLE times, and their staff have sent TWO emails themselves without response. When I call both their Shipping and Corporate numbers, I am either hung up on or left on hold indefinitely, eventually transferred to the DC store location, with NO RESPONSE!! I am so disappointed. I was supposed to receive these orders on Dec 21, and am still waiting. I paid and they have the money, without providing the product. I have ordered from them so many times before. This lack of response and lack of ability to reach anyone is alarming. Even staff at their local stores say they have no way of contacting corporate directly. A staff member (not the one who sent the email) told me this has been happening a lot and the only customers getting a response are the ones complaining on social media. I loved this store prior to this experience, and did not want to damage their reputation, so I also privately messaged them on Instagram. The two missing order numbers are ******* and *******. I would still like the product, but doesnt seem to be getting delivered any time soon

  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair 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 cupcakes to be shipped and I received my order confirmation , but never received my tracking information. The cupcakes never arrived and I have attempted for multiple days to contact Georgetown Cupcake via phone numbers- store and corporate but no one will answer the phone. I remain on hold 30+ minutes and then it hangs up. I have emailed several times with no responses. The message on the phone says for a faster response to email and the email response says it will respond in 1 business day. That is false I can not reach them and they have taken the money from me. I have submitted a dispute with my bank for the charges.

  • Initial Complaint

    Date:11/09/2023

    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.
    On November 3, 2023 I placed an order online to be shipped to a friend for her birthday. I also paid $10 extra for a Saturday delivery. The order was not received. I emailed the business shipping department on November 6 and did not receive a response. On November 9, I attempted to call the business and was kept on hold for an hour. Finally, someone answered and immediately hung up. I was charged $76.52 for the order and want my money back.

  • Initial Complaint

    Date:08/30/2023

    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 ordered birthday cupcakes from Georgetown Cupcakes to be sent to my granddaughter's college address. The delivery was scheduled for Wednesday, Aug. 30, 2023. Unfortunately, my granddaughter was unable to remain at the college and returned home on Monday, Aug. 28, 2023. Since I knew she wouldn't be able to pick up her package, I attempted to call Georgetown Cupcakes customer service and their National Shipping office MANY TIMES on that Monday to request a rerouting of the order to my granddaughter's home address. No answer. I was instructed to email the company with my request. I emailed the company on that Monday. Their automated reply indicated that I would hear back from a customer service representative within one business day. NO ONE from the company contacted me. I tried calling again on Tuesday with the same result. Customer service representatives were not available. On Wednesday, the cupcakes were delivered to the college campus, picked up by my granddaughter's former roommate and hopefully stored in a freezer to be retrieved by my granddaughter when she returns to campus to remove her belongings from her dorm room. (She has Covid so not sure when she can make the trip.) This company seems to be unreachable. I even called their flagship store in Washington, D.C. and was told to email the company with my complaint. Oh boy! Going around in circles for three days! My credit card company explained that I was not entitled to a refund because I had listed a delivery address that was valid at the time of the order. My complaint centers around the fact that I was not able to change the delivery address because I was unable to reach a customer service representative and didn't get a response from one after sending an email. This company needs to be investigated for fraudulent representation. And I would like my money back or have a new order sent to my granddaughter's home address. Who knew sending a birthday gift would be so complicated?

  • Initial Complaint

    Date:06/05/2023

    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 ordered a dozen cupcakes from Georgetown Cupcakes on May 22, 2023. They were to be delivered to Coeburn, VA on May 26 for a special lady's 100th birthday. They did not arrive until May 31. I received several messages from *** stating that the expected delivery date was May 26. When they didn't arrive on the 26th, I started checking with Georgetown Cupcakes and ***. I could not find a live person to speak with. Most of the time there would be no answer at either place. Still today June 5, I have not been able to speak to anyone about what happened. The charge was $66.52. $22 of that was a charge for overnight delivery with ***. The Cupcakes were delivered on the 31st. They were left at the gate of the residence in Coeburn, VA. The order number was *******. The tracking number was *-*****************. I sent an email to the shipping dept at Georgetown Cupcakes. I received a reply that someone would be in touch with me within one business day. That has been 4 or 5 days ago, and I still have not heard a word from them. I hope you can resolve this for me. I wish I had checked the BBB score before I ordered. Other family members and I have ordered from the company Several times. We had great experiences before. The Cupcakes are expensive, but they are delicious. I will not order from them again until I see an improvement in their BBB score. I hope that you are able to negotiate a refund for me. I don't believe I would enjoy the cakes themselves after the hassle this transaction has been. Thank you for your efforts in trying to resolve this issue.

  • Initial Complaint

    Date:04/25/2023

    Type:Customer Service 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 have placed an order for shipping on 4/21/23 that was supposed to be delivered on 4/25/23 and I have not received an order confirmation. I have reached out to the business by email and message on social media and have not received response. If I am not going to get the product I paid for to be delivered on the date that was confirmed, I would like a refund.

  • Initial Complaint

    Date:04/10/2023

    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.
    Two issues. Most recently I placed an order for a dozen cupcakes to be shipped. When I learned the recipient would be out of town, Within hours I attempted to cancel the order. I sent 4 Emails to the shipping email address as directed in my order confirmation. All went unanswered over a 24 hour period. I made countless attempts to call the toll free number. Was left on hold endlessly and never had option to leave a voice mail. Got confirmation cupcakes shipped after all of this. I am requesting a refund. Similar situation with unresponsive last August. I placed a shipping order for one dozen cupcakes and the order never arrived in spite of getting order confirmation. They responded to my email inquiry that I provided a faulty address. It was not faulty. I asked for refund. They ignored me and sent 3 dozen cupcakes to the faulty address. I continuedvtobrequestvsvrefundvand my emails went unanswered. The customer service is horrendous. I insist on a refund this time.

  • Initial Complaint

    Date:03/01/2023

    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.
    My nephew's birthday was on 24 February 2023, so I placed an order on www.georgetowncupcakes.com for cupcakes to be delivered on 24 Feb 2023. I received an e-mail in the evening (5.20 pm) from *************************, who said that the weekend delivery might not be possible, but if you want to be delivered, please email back. I sent an e-mail explaining that it would be great if you could deliver on Friday, but if not, please deliver it on Saturday. 6 days have passed since placing the order, but the cupcakes have not been delivered to the recipient. Upon following up, there is no response from them regarding my order. I noticed this has also happened to many other individuals (source: ****** reviews). Also, it looks like from *********** that the shop was shut down by DC health Department in 2022 for some time due to a violation. I hope you will take prompt action, help me resolve this issue, and refund my money. Sincerely, *****

Georgetown Cupcake is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.