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:04/02/2024

  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 a cake from a ***** for $160. Being that I dont have ******** my friend reached out to ******* and gave her all the details regarding the cake I desired and the function of the cake. The cake did not do what it was supposed to do (there was a burn effect that I requested). The cake had a piece of cardboard on it. The color wasnt what I asked for. The cake wasnt neat, it was falling and wrinkling. Upon notification to the ***** she was very rude and unprofessional, she dismissed the mistakes she made and made it seem as if I somehow caused the issues. I asked for marble and she did layers instead. The cake did not have a good taste. Pictures were sent to show her exactly what I wanted. If she couldnt do it she shouldnt have taken the job. She will not refund me and she ruined my birthday. She was contacted on Feb 8th, the first deposit of $80 was sent thru cash app Feb 9th, the second was sent Feb 16th and the cake was picked up on February 22. She was sent pictures and videos at the time that I was trying to light my cake. She was rude, she didnt apologize or take accountability for anything. Ive seen her work online so was excited thinking I would have a beautiful cake. The experience was so bad, I wont ever go to her again and I wont ever recommend her to anyone! It pays to be professional in customer service. Since then I have been told that she is unprofessional regularly and she never takes accountability for her work or lack there of.

• Initial Complaint

  Date:10/27/2022

  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.

  I ordered a cake for my twin daughters Sweet 16 which was *************** theme. **** was ordered June 25th with a deposit of $145 with the cake costing a total of $290. The remaining balance was due a week before the event which was originally July 23rd but was pushed back one week. The cake was picked up Friday at 5:30 in ************, **. I live in *************, ** which is a hour and a half away. She sent it outside securely wrapped up by her son. He placed it in my back seat. I made it back home by 7 and couldnt wait to see ************* looked like! Because if you know Artesia you know the cake is going to look extravagant. However, when I opened it up it was a white cake with specks of pink, purple, and gold, dead flowers, ans some cake pops. I immediately called my fianc and said I think she gave us the wrong cake. He reaches out to her no response. I write her as well at 7:30 she doesnt write back until 5 am the next morning. She doesnt offer an apology or a solution. She says we should have sent pictures. I shouldnt have had to send pictures. If you say youre having a Barbie ***** thats self explanatory why would you make anything different? She had ample amount of time to order supplies, make them or whatever she needed to do to make this cake happen. No ******* no Brat, no Sweet 16, not even a Happy Birthday. Her lack of professionalism ruined a part of my daughters Sweet 16. Her lack of communication left us with no other options. She did not offer to fix or replace the cake or refund it within an ample amount of time.

  Business Response

  Date: 10/31/2022

  Greetings *************************,

  We appreciate your honest feedback. When placing an order, we ask that our customers provide am image or multiple images that *** fully encompass the cake they have envisioned. If or when our customers give an opportunity for full creative control, we complete the cake based on our standards. Our cakes at Couture Cakes &Co. have a signature Avant Garde look, which is what we produced. Our hours of operation ends at ****. We respond to all messages/orders prior to starting our day. This provides context on how/if we *** need to reschedule outgoing orders, hence the response time. We offered a full refund upon return, that was declined. We offered a partial refund, that was also declined. The pricing was a la carte, reflective of a 46 serving size, fresh flowers, cakesickles and macrons. Lets also remember the increase our economy has seen with eggs and butter, which has increased by 40%. 
  Because of your valued detailed feedback, we now include verbiage in our contract reflecting those who choose to allow our full creative design instead of providing pictures. Again, we greatly appreciate your feedback. This provides operational insight on maximizing optimal customer satisfaction.

  Very Reapectfully,

  Artesia, Owner