Complaints

This profile includes complaints for River Street Sweets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  River Street Sweets

  13 E River St Savannah, GA 31401-1295

• 

  River Street Sweets

  242 Lathrop Ave Savannah, GA 31415

• 

  River Street Sweets

  13 E River St Savannah, GA 31401-1295

• 

  River Street Sweets

  4515 Habersham St. Savannah, GA 31405

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:01/02/2024

  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.

  On 12.23.23 I received 2 seven layer cakes. The next next day I received the 3 layer caramel cake. -My original order for $70 dollars.
  I want to make sure I am not charged for the 2 extra cakes. I am more than happy to return the seven layer caramel cake.
  The purpose of this submission is to inform you of the failure to take the order and error of sending the cakes out as it was wrong and should not be charged on my end. Please ensure a prompt refund. Also, what is the order number for going forward to get the 3 layer cake as the 7 layer cake is on the site but the 3 layer is not . Honestly because I have order the 3 layer cake before and loved it I want to know what and how I should go about ordering in the future. Once my order was placed and shortly thereafter I received an email regarding the 7 layer cake ..
  
  I called the 800 number to verify I ordered the 3 layer cake. Because I knew the 7 layer cake was $90 and the 3 layer was $70 I inquired. The rep on the phone stated my order was correct and though the email stated 7 layer cake. Upon speaking with a manager because the rep did not knw the products (He should have known the caramel cake has two different prices and by the price he should have been able to identify and correct the order. I asked the manager to tell m how I can order the 3 layer as I do not see it on the site and I wanted to requested to bring it back. She did not know but said they "decided to do the 7 layer cake."
  
  So please consider this a request to return the 3 layer cake to the site. Refund any monies charged for the additional cakes,

  Business Response

  Date: 02/01/2024

  Good afternoon

   

  I apologize in the delay in contacting you about this claim.

   

  ****** called in and placed an order on Dec 18^th with a seasonal customer service representative and had requested a 3-layer cake. The representative didn’t know that we only offer the 7-layer cake and no longer offer the 3-layer cake.  The representative charged her $59.95 for that cake. When the order went to process on December 19th, it did not process at first due to the way the order was put in by our customer service representative. After looking at the order, we did see it was because they had requested a special order for the 3-layer cake. We aren’t able to do special request or custom orders on our baked goods. I contacted the buyer, *** ****** **********, on December 19^th, and I let her know that we only offer the 7-layer cake and not the 3-layer cake and if she would still like the order to be shipped. The buyer was upset because she said that the 7 layer is advertised as a traditional Caramel cake, and she said it is not a traditional cake and it is only a “fad” that is based off of social media. I did apologize many times for the confusion and let her know that we would speak with the representative and let them know that we aren’t able to custom make orders. Buyer was ok with me sending out the 7-layer cake but was still upset that we didn’t have the 3-layer cake as that is what she liked better and requested that I speak with the owners and production for them to bring back the 3-layer cake.  The buyer was only charged $59.95 for a cake that normally is $79.95. After finishing the call  with the customer, I did what we call an RMA to put the correct item number for the 7-layer cake in our system, so we can ship it out on December 20th. After speaking with our production and shipping facility, they did accidentally ship out 2 of the 7-Layer Cakes to *** ****** **********. She was only charged one time in the amount  of $59.95 for her order. I have attached the invoice for her order as it was shipped out, and I will also go ahead and issue a refund for that amount, as we didn’t know that *** ********** was upset after receiving her cake. We unfortunately were never contacted by *** ********** to be able to resolve this situation.

   

  Attached are 2 invoices. The first one will show her original order and the reship. She was only charged the $59.95 for the 1 cake. She was never charged for the 2^nd cake that was reshipped out for her. The 2^nd invoice is after we refunded her card for the amount of $59.95.

   

  Please contact me if you have any questions.

   

  Thank you again.

   

  Have a Sweet Day,

   

  *** *****

  Customer Service

  Customer Answer

  Date: 02/01/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  I did not understand how to place the order for two layer as it is not o s ite  to avoid this going forward   what do i need to do differently as the customer service do not know what i speak of for two layer the only know of the 7 layer 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/01/2024

  Good afternoon

  After reading the Buyer's response, we would just like to respond that she isn't able to order the 3-layer Caramel Cake because we unfortunately don't make the cake anymore. That is why it isn't listed on our website. We do apolgize and hope *** ********** will order the 7 layer Caramel Cake again. 

   

  River Street Sweets