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Business Profile

Bakery

Candied Cakes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/08/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    ORDER NEVER RECEIVED AND PAID FOR- COMPANY IS GHOSTING ME!!!!I ordered 100 lobster lollypops for wedding gift bags for the weekend of October 5th. I ordered these in June. I paid in 4 installments with a delivery date of the last week in September. The last week in September I contacted the company to get a tracking number on my order - they said they shipped it but the carrier did not provide a tracking number - this was on September 29th- they would get back to me. On Monday October 2nd I sent several emails, contacted them through their website chat, through instagram and through Etsy(although I didnt buy through Etsy) with no reply. Finally late Monday they said they couldn't locate the order so they resent it and they would provide a tracking number later that evening. Well, I never received the product and they never got back to me with a tracking number or to even offer a refund or explanation where my product was. I was so disappointed as I ordered these so far in advance and it was too late to get them anywhere else. I have since tried to contact them many, many times in email, their chat site, through instagram through Etsy and they have not replied - NOTHING. Their phone number is disconnected. This is such poor business if they couldn't deliver the item then let me know and REFUND me. I want this business to repay me for this horrible mistake and stop flaunting their 5 star reviews which are obviously fake.

    Business Response

    Date: 11/03/2023

    This customer's order was delayed by ***** We have no control over the couriers and their operations. She became frustrated with us as she had not received her order and it's totally understandable. We were in contact with **** daily and were advised that the package was returned to us as they damaged the order. When we received this information is too late to send the customer a new order. A claim was submitted to **** for the damages and the customer was fully refunded. We're not sure as to why the customer stated that our phone lines are disabled. Our phone lines are operating just fine. ************* Maybe she dialed the wrong number while being frustrated. And secondly, our 5 STARS reviews may be viewed on our site:

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

     

    Customer Answer

    Date: 11/03/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    First I have now received a refund from PayPal for this order but the business saying I was frustrated and didnt dial their number correctly is complete baloney.  I sent numerous and I mean more than 20 texts, emails and chat messages asking where the order was and I received no response - none!  They responded one time like they said that the order was ruined and they would rush me another one / then they never sent another correspondence  after that. They basically ghosted me - I have every text, email, chat message I sent and there was no reply from them ever! No mention that they couldnt get the order out - no mention of a refund - nothing ! They are lying. I had to petition PayPal to get a refund they did not offer one.  I ordered these in June - they knew I needed them - when they broke and offered to resend overnight I was so happy but they never had an intention of doing that. They just stopped answering - the 100 order went worth their time.  This was for a wedding gift bag and I had to scramble to find a substitute of something I ordered 3 months earlier ! I dont need anything further from this company but they are not being truthful. Its sad.     [Provide details of why you are not satisfied with this resolution.]

    Regards,

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

    Business Response

    Date: 11/17/2023

    WE REFUNDED HER BACK THROUGH PAYPAL AS PAYPAL WAS HER FORM OF PAYMENT. WE DID NOT ISSUE THE REFUND UNTIL IT WAS RECEIVED FROM THE POSTAL COURIER. ****** DIDN'T JUST ISSUE HER A REFUND. WE REFUNDED HER THROUGH PAYPAL. THIS ISSUE SHOULD BE CLOSED AS SHE RECEIVED HER MONEY BACK. WE DO NOT HAVE TO LIE ABOUT ANYTHING. DO OUR PHONES WORK? SHE STATED THAT THEY DIDN'T WORK. DID YOU CHECK OUR FEEDBACK? AS SHE STATED, IT WAS FAKE. WE UNDERSTAND HER FRUSTRATION, BUT WE HAVE NO CONTROL OVER WHAT THE POSTAL SERVICE OR ANY OTHER COURIER DOES WITH A PACKAGE ONCE IT'S IN THEIR CARE. UNFORTUNEATELY, THEY DETROYED HER ORDER. SHE WAS REFUNDED. A COPY OF HER ORDER IS ATTACHED SHOWING SHE PAID THROUGH PAYPAL. WE SENT HER REFUND BACK THROUGH PAYPAL. 

    Business Response

    Date: 11/22/2023

    WE REFUNDED HER BACK THROUGH PAYPAL AS PAYPAL WAS HER FORM OF PAYMENT. WE DID NOT ISSUE THE REFUND UNTIL IT WAS RECEIVED FROM THE POSTAL COURIER. ****** DIDN'T JUST ISSUE HER A REFUND. WE REFUNDED HER THROUGH PAYPAL. THIS ISSUE SHOULD BE CLOSED AS SHE RECEIVED HER MONEY BACK. WE DO NOT HAVE TO LIE ABOUT ANYTHING. DO OUR PHONES WORK? SHE STATED THAT THEY DIDN'T WORK. DID YOU CHECK OUR FEEDBACK? AS SHE STATED, IT WAS FAKE. WE UNDERSTAND HER FRUSTRATION, BUT WE HAVE NO CONTROL OVER WHAT THE POSTAL SERVICE OR ANY OTHER COURIER DOES WITH A PACKAGE ONCE IT'S IN THEIR CARE. UNFORTUNEATELY, THEY DETROYED HER ORDER. SHE WAS REFUNDED. A COPY OF HER ORDER IS ATTACHED SHOWING SHE PAID THROUGH PAYPAL. WE SENT HER REFUND BACK THROUGH PAYPAL. 

  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 an order on 9/3/22 for an order of lollipops. I emailed the company on 9/19/22 that I never rcvd my order. **** responded and said my order shipped (tracking?) and that I should have rcvd it a wk prior. She was going to look into it and file a complaint. 9/21 and 9/24 I sent emails asking for a follow up. 9/24 **** said they filed a claim and I would rcvd a full refund in 7 business days. 10/1 I emailed asking for status. **** rudely ** and told me a refund was sent and to check w Afterpay. 10/13 Afterpay has no response or email from Candied Cakes. I reached out again to ask where my full refund was and now I am being ignored.

    Business Response

    Date: 11/01/2022

    Good Evening,

     

    This customer's order was immediately refunded through **** due to her package being lost in the mail. We understand that she is very upset with us with her package being lost even though it is out of our hands once it's shipped. 

     

    Her order was refunded on our end. She paid using AFTERPAY. We advised her that we completed our end for the refund and she needs to contact AFTERPAY to find how long it takes for her refund to post. She immediately emailed us back stating that AFTERPAY did not receive a refund. Well of course not, due to it being refunded less than an hour ago. We explained to her to give it a couple of business for AFTERPAY to receive it. She didn't like our reply and began THREATENING US THAT SHE WILL CONTACT YOU GUYS! So yes, we ignored her because she was just an angry woman threatening us. 

     

    We contacted AFTERPAY a couple of days later and they advised that the refund was received and applied to her account. AFTERPAY stated that they will call her because she continued to send us threatening emails to file a complaint with you guys. 

     

    So feel free to contact her as she IMMEDIATELY REFUNDED. 

     

    Thanks,

     

    ********

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