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:08/24/2022

  Type:Product 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 two layer cake for August 10th for my son's birthday. I wanted yellow cake with whipped topping and to say Happy Birthday (son's name) on the cake. When I got there the cake was small and not what I ordered. Happy Birthday was written on the board and not the cake. When I got it home I could tell it was freezer burned and that the cake was old. I called and they requested a photo of the cake and I sent it. When I call they get loud with me and pass me to other people. I was told they could not do anything until I brought the cake in. I told her I could not make it that day because I have a son with special needs. They keep playing games with me and gave me a second email address to send a photo to. They had me on hold for 15 minuets and kept passing me between *****, ***** and *******. They said the cake was not frozen, however, it was cold when I received it. The cake had pits in it, looked old and tasted horrible.

  Business Response

  Date: 08/31/2022

  *** ***** ordered her cake on 8/16 for pickup
  on 8/22.  The order was placed in the store for a 5" round cake
  (serving 4-5 people) with yellow dough and whipped cream icing (typically in
  the store we show the sizes of the cakes, as we have these sizes available
  daily in the store). This cake was made the morning of 8/22.  When *** ***** arrived to pickup her cake on the afternoon of 8/22 she informed our
  store manager (who was the same person that placed her order) that the cake was
  not the size she expected.  As an act of guest satisfaction, despite *** ***** paying for a 5" round cake, our store manager provided *** *****
  with an additional cake (an 8" round white cake/white icing) free of
  charge. 

  On Tuesday evening, *** ***** called in and stated that the
  5" round cake was dry, tasted freezer burn and the icing tasted off. 
  Our policy for concerns about cake dough or taste, does require that the cake
  is returned to the bakery.  We cannot determine if a cake is dry or the
  icing is bad from a picture.  *** ***** indicated that she would be
  sending a picture.  On Wednesday, 8/24, *** ***** called and left a
  voicemail demanding to know why a supervisor had not called her back about her
  picture.  At this time we had not received a picture.  One of our
  supervisors called *** ***** back to let her know that a picture had not been
  received, and either way the cake has to be returned to us for any
  consideration of a replacement or refund. *** ***** advised the supervisor that
  she was unable to return the cake until next Monday due to her special needs
  child.  Returning a cake that is a week old, does not show the quality
  that she received on the day it was picked up, our request was a return of the
  cake Wednesday or Thursday to consider a refund.  During this call, *** ***** also mentioned several times about the cake being cold when she picked it
  up.  Any of our cakes that have whip cream icing and/or are round cakes
  are always refrigerated.  There is a sticker on these boxes indicated that
  the cake must be refrigerated, so of course the cake is going to be cold. From this
  picture we are unable to determine the taste of the cake or the icing.  The pits in the cake are typically of our
  cake as it is a sponge cake.  After speaking
  with the supervisor, being told it needed to be returned, *** ***** was yelling
  and the call was disconnected.  *** *****
  called back, at which time I (******* – General Manager) got on the phone and
  again advised *** ***** that we would need the cake back to offer any
  compensation. *** ***** got louder and louder, and I got louder as she
  continued to yell and speak over me.  After again telling *** ***** that I was
  happy to help and offer compensation if the cake was in fact dry or the icing
  bad but the cake had to be returned, *** ***** advised that she was getting off
  the phone to file her BBB complaint and would be bring the cake to the bakery,
  along with the police to settle this matter.  We 100% stand behind our product, however to consider a refund (either
  partial or full) we do need the cake back to determine if it is dry or the
  icing is bad.

  At this time, in order to put this matter behind us, I have issued a refund for the original 5" round cake.  Again, we were not telling *** *****, she could not have the refund but that we simply had to have the cake back to assess the cake/icing. The refund has been issued as of 8/31 to the original form of payment and typically will appear in the bank or credit card statement within 5-7 business days. 

  Customer Answer

  Date: 08/31/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  The cake was a chocolate cake from the case.  My son does not like chocolate cake.  I only took it due to I had a party.  The cake was very, very small.  I want my refund of the money I paid.  It was not what I paid for.  This cake was not freshly made.  I would not have complained if I received what I paid for.  If that cake was for 5 people, why would she give me another cake.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****