We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bakery

Cotton Candy Cravings

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/30/2025

    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.
    Cake purchase 4/10/25 with requested delivery date of 4/30/25. Business shipped early with a delivery date of 4/18/25. Item has been sitting in transit for more than two weeks. This is a perishable item. I contacted the company 4/24 to let them know that the item was not received with tracking showing item is in the same spot since tracking information provided. The response was that they were hoping it will show up by the 30th. I replied on 4/25 questioning whether they were ok with the item sitting somewhere for such a long time since it is perishable. Contacted the company on the 30th and was told that it is not their problem. That **** is not reliable and that no refund would be issued because it is not their fault there is a delay in delivery. The company chose how the item would be shipped and refuses to refund when nothing is delivered.

    Business Response

    Date: 04/30/2025

    Were very sorry to hear that the customer experienced an issue with their order.

    The item was ordered on 4/10/25 with a requested delivery date of 4/30/25. In an effort to ensure on-time delivery, the item was shipped earlier than expected, on 4/18/25, via **** ********************** that typically delivers within 23 business days. Unfortunately, **** experienced delays that were outside of our control, and the tracking information showed the package stalled in transit.

    We understand and share the customer's frustration. However, as stated in our policy at checkout and on our website, we are not responsible for delays caused by shipping carriers once the item leaves our facility. Perishable items are made to order and cannot be reshipped or refunded once they are in transit. That said, we always want to work with our customers and did communicate with them promptly in hopes the package would still be delivered by the requested date.

  • Initial Complaint

    Date:05/22/2023

    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.
    We ordered our five cakes from this company on April 22, and they still have not arrived, ONE MONTH later.

    Their website states that "We can ship anywhere in North America. We send orders out a few days before their due date to ensure prompt and proper delivery for your event."

    The order did not arrive for our event, and the company is not willing to work with us to resolve the issue at all. Rather, they are stating that it's not their fault and they are blaming the carrier. However, I spoke with UPS and they stated that the company chose the wrong shipping tier, so it is in fact their fault that the company was not able to meet their own commitment to "ensure prompt and proper delivery".

    We have attempted to resolve this with the company, but they both declined to admit the error, refused to refund us for the issue, and then stopped responding to us entirely. This is unacceptable practice.

    We spent $200 including $28 in shipping fees, and still do not have a product.

    Business Response

    Date: 06/06/2023

    Customer requested their package be delivered on 5/19 for a party on 5/20 (see attachment). These are cotton candy cakes so they can not be delieved to early or they will deflat. Customer is 3 days ground Mail with ups. I shipped the customers package on 5/16. Unfortunately there was a delay in shipping which resulted in the cakes to be delivered on 5/22 instead of 5/19.

    As disappointing as this is, shipping delays are out of our control. While it's unfortunate, my company simply doesn't have the overhead to refund customers for shipping delay issues, as it does twnd to happen often. And since the cakes arrived undamaged/defective a refund was not issued. 

    Customer Answer

    Date: 06/08/2023

    Complaint: ********



    I am rejecting this response because:



    I spoke with UPS and the vendor chose 3-5 day ground, not 3 day shipping. If it was actually 3 day shipping, then the package would have arrived on time. But because they chose 3-5 day shipping, UPS is not at fault because the package was delivered within the stated timeframe. I have attached the response from UPS.



    Sincerely,



    ***** ****

Cotton Candy Cravings is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.