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Business Profile

Baker

Brown Sugar Bakery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baker.

Complaints

This profile includes complaints for Brown Sugar Bakery's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Brown Sugar Bakery has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Brown Sugar Bakery

      328 E 75th St Chicago, IL 60619-2219

    • Brown Sugar Bakery

      700 E Grand Ave Chicago, IL 60611-3436

    • Brown Sugar Bakery

      4800 W Chicago Ave Chicago, IL 60651-3226

    Customer Complaints Summary

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/18/2024

      Type:Product 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.
      I purchased two boxes of candy from Brown Sugar Bakery on August 20, 2024. The candy was delivered on August 28, 2924. It arrived melted. I email the company the same day and told them of the problem. I got a return email 1-2 days later saying they were sorry and would look into how the problem had occurred. I immediately sent them a return message listing 3 possible ways they could compensate me, and asked which method the company might prefer to deal with it. I did not hear back from them so emailed on two other occasions. After hearing nothing in return I finally wrote a rather harsh email stating that if I didn't hear from them shortly I would cancel the transaction through my credit card company as well as file a complaint here. The same day that I filed complaint with my credit card company I got an email from Brown Sugar Bakery. They said they would refund the price of the candy but not refund the shipping fee. Since they sent the candy poorly packaged and it arrived melted, I find it outrageous that they won't refund the shipping cost. It is very telling as to how the company really views and treats its customers. I paid $39.90 for the candy and $6.87 for shipping.

      Customer Answer

      Date: 09/18/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:12/14/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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 Nov. 8, 2023 I ordered half peach cobbler, half banana pudding, 2 layer caramel cake and sweet pototoe pie. I picked ordered up when I received a phone call stating my order was ready on Nov. 22, 2023. To my surprise when I arrived I stood in line for a hour and half. When approached the counter they informed me they ran out of bananna pudding and was only substituting with peach cobbler. I was very dissatified with the lack of staff and the overwhemling orders this bakery took in and could not fulfill. *************** was there congraulating the owner regarding her sucess however her quaility of pies was not up to part I was very dissatifed and I email of serveral occasions and as of today no reponse. The peach cobbler, sweet pototoe pie taste was horrible. I want a refund.

      Business Response

      Date: 12/23/2023

      We are unaware of any emails sent by this customer requesting a refund.  We have new staff and have addressed the quality issues since November.  I have identified this order in our system and I will send a refund per request.

      Customer Answer

      Date: 12/28/2023

       
      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,

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

      Customer Answer

      Date: 01/24/2024

       
      Complaint: 21007598

      I am rejecting this response because:
      Please repoen complaint against Brown Sugar Bakery & cafe
       
      the business never paid the $151.30 agreed amount


      Sincerely,

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

    Brown Sugar Bakery is NOT a BBB Accredited Business.

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