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:05/05/2025

  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.

  I ordered cake pops from this company-order# R171807397 on 4/16/25 for my daughter's communion-5/3/25,they had great reviews and very reasonable- ****** learned!. I ordered them 3 weeks in advance as per their website. Other than the confirmation of my order, I never received any communications about my order. I called the week of my event and was told they were to be shipped wed for Friday delivery-my event was that Saturday. Wednesday came, nothing, no tracking, I called Thursday, left a voicemail-no call back. Friday I still had no tracking for the shipment. I called 3 times, finally got someone who told me they were shipped and out for delivery, i asked for the tracking, conveniently enough, their system went down and the *** couldn't provide it to me but said she will call me back in an hour- this was at 1:45pm. I called back at approx 3pm and got voicemail again, left another message. By 4pm I gave up. Today is 5/5/25 and I never got my order or even a call back to apologize. Horrible experience all around

  Business Response

  Date: 05/11/2025

  We take all customer feedback seriously and did our best to fulfill this order properly and on time.
  
  Order #R171807397 was placed on April 16, 2025, for delivery by May 3. The order was processed and shipped as scheduled, and tracking confirms that the package was delivered prior to the event date.

  
  While the customer stated they received no updates, our system automatically sends order and shipping confirmations. We also spoke with the customer by phone and informed her the order was already out for delivery. There was a temporary issue accessing tracking information during one of the calls, which we acknowledged at the time and attempted to follow up on.

  
  Although per our system the order was delivered, we issued a full refund as a courtesy. A copy of the refund receipt is attached. We made reasonable efforts to resolve the issue.
  
  
  Sincerely,
  ***** ****

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/25/2025

  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.

  I placed 3 separate orders on 2/8/25 for 3 different addresses for gifts. I was promised that the items would get there by Valentines day 2/14/25. The date of delivery I got 3 different emails stating that the delivery wouldn't happen on that day. The delivery was changed to 2/15/25 for two of my three deliveries. The third delivery wasn't suppose to get there until the following Tuesday 2/18/25. One of the three came on Saturday 2/15/25. I received another email Sunday stating that one would be there Monday 2/17/25. It didn't come until the Tuesday 2/18 @ 7pm. The third package going to *********************** never arrived on 2/18/25 and never got there. I have emailed them 4 times and called and left a message 1x. I never got a response and my daughter and son in-law never got their package. Today is 2/25/25. I want a refund now! I want something put in their reviews that they weren't responsible. They don't respond to complaints. As side note, the cake pops weren't good at all!! I would like a refund to my account. I paid to much money to just allow them to get away with this. All together I paid over $100.

  Business Response

  Date: 03/04/2025

  Dear BBB Representative,  
  
  We are responding to the complaint submitted by **** regarding her orders placed with Pop A Cake on February 8, 2025. We take customer satisfaction seriously and would like to clarify the facts.  
  
  **** placed three separate orders, which were processed and shipped on February 12well within our standard fulfillment timeframe. Each order was shipped via 2-day delivery services with *** and ****. Below are the tracking details and proof of delivery:  
  
  - Order #R989572084 (Lexie ***** **** *******) Shipped via **** 2-Day Priority Mail (Tracking: **************************), delivered on February 18  
  - Order #R259334312 (******* *******) Shipped via *** 2-Day Delivery (Tracking: 1ZY8115F0393729765), delivered on February 15  
  - Order #R893303161 (***** *******) Shipped via *** 2-Day Delivery (Tracking: 1ZY8115F0391745554), delivered on February 18  
  
  Despite nationwide weather delays impacting all major carriers, which are entirely beyond our control, every order was still delivered in a reasonable timeframe. The claim that an order arrived 23 days late is completely false, as shown by the attached proof of delivery from **** and ***.  
  
  We have made every attempt to communicate with ****, including acknowledging her concerns and offering a 20% discount on a future order as a goodwill gesture. However, she has continued to harass our business, posting false reviews and misrepresenting the facts.  
  
  Pop A Cake has acted fully within our shop policies, which clearly state that we are not responsible for shipping carrier delays and do not issue refunds for such circumstances. Given that the orders were delivered, and no valid issue was reported at the time of receipt, we will not be issuing a refund.  
  
  We stand by our commitment to quality and service and appreciate the opportunity to set the record straight.  
  
  Best regards,  
  ****** ****
  Pop A Cake ****************  
  

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased cake pops from this merchant on 07/21/2024. Before purchasing i had contacted customer service and had asked if they used dry ice when shipping since it was the summer and it was hot outside and since this was food I was concerned of melting and was told they indeed use dry ice. I even put in the comments when I ordered to make sure it would be properly shipped due to the hot weather. I had a shipping date to arrive before August 9 2024. As per *** tracking it was shipped on August 7 2024 at 6:13pm and was not over night delivery. It arrived to me on August 9 2024 and 4:50pm being in a hot *** vehicle driving from ******** to *********** ******** in the middle of August. When arrived the cake pops which had icing on them had all melted since they were not in a insulated box nor were they shipped with dry ice like I was informed they would be. They were shipped with 2 flimsy ice packs which would never keep them cold long enough for that journey to my home. I purchased 24 cake pops all of which were melted and i paid ***** for the order. I took pictures of them and contacted the merchant. First they did not respond finally they responded and with a nasty reply claiming it was not there fault it was *** fault. I had sent them pictures on how the pops melted and it was there fault since it was not shipped properly and there response was they only ship with dry ice of its over 90+ degrees. It's food and icing and In a hot truck traveling for over 24 hours 2 flimsy ice packs should not keep them from melting. At that time in my location alone it was a real feel of 95 degrees with the humidity i don't even know what the temperature was like in the other states it traveled through. I asked for a refund and was told no , they didn't offer a return or offer to replace them just told me they were not at fault. I just want my money back since I paid for something I did not get.