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:08/12/2022

  Type:Service or Repair 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.

  On August 4th, 2022 I attempted to make a purchase for my newly diagnosed ***** ******** 7 year old. I went through the three process, purchasing several items. When I went to check out the website gave me an error message. At that time, I did not have time to re-do the order. I returned to the website on August 9, 2022 to retry my order. Again I went through the whole process and was successful at checking out this time. It gave me an order complete message and I immediately received a confirmation email that my order was processed. On August 11, 2022 I received two large boxes from ****. Upon inspection, there were two almost identical orders. I started a live chat with **** on their website. I explained that I thought I received a double order. Their response was that I was lucky. I then inquired again to make sure I was not charged twice due to the original error message. Upon further inspection I was told that I had placed two separate orders and there was nothing they could do. I tried tirelessly to explain that I was given an error message after my first order attempt, which is why I went back 5 days later to complete the order again. I was told there is nothing they can do despite all the information given. I am very unhappy with the customer service provided. The lack of understanding is astounding. Furthermore, had I received the first order (that supposedly did not process) in the promised amount of time (1-2 business days), I would have been able to contact them sooner, but both orders came on the same day (even though ordered 5 days apart).

  Customer Answer

  Date: 09/05/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Katz Gluten Free Bake Shop regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:08/04/2022

  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.

  Bought pretzel bites and the containers are mislabeled. Says their should be about 18 bites and I only had about 10. Contacted the company to show the weight is off and never hear back. They are false advertising and should also be reported to weight and measures. I sent them pictures and never heard back. Also they forgot to include my cinnamon rolls in my order. The company is rude

  Business Response

  Date: 08/15/2022

  Good morning, 

  
  We've communicated with the customer over several days. Unfortunately, all packaging images the customer provided were unsealed while weight was taken. We can not confirm whether or not the product was removed from the packaging or the scale's accuracy. We've sided on the customer side and refunded 1 box of Soft Pretzel Nuggets on 7/5, which is more than the weight of the alleged missing product combined. The customer was unsatisfied with this resolution and wanted a 100% refund on all 6 packagings or at minimum 50% refund of her 6 boxes. "It would be nice to get my money back or at least half of it as you are false adverting." As an additional act of good faith, we gave the customer a discount code of $6.00 for purchase online in addition to the original refund of one package. We felt this was more than adequate compensation for the missing product, which was less than the amount of 1 box of pretzel nuggets. The customer was still unsatisfied with the resolution and opened a BBB claim. 

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was told to only show the plastic carton and the pretzels.  I still have all the wrappers and boxes.  the company never responded to me once i send the pictures to them with the weights.  they did not offer 50 off my order. I think it was only off one box.  I also was missing an item in my box.  I did not receive the cinnamon rolls. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 08/17/2022

  Thank you for your response. We are sorry you feel your compensation is unsatisfactory. To clarify, we did not offer 50% off your order. You had requested a 50% or full refund. Unfortunately, we can not provide a 50% or full refund. 
   
  We have already provided the following resolution: 
   
  Refund for 1 box of Pretzel Nuggets, which was refunded to your original form of payment and provided you with a $6.00 discount. We also did not receive any complaint regarding the cinnamon rolls throughout our previous communications, which are required to be received within 48 hours of delivery. Our first notification regarding your Cinnamon Rolls is 17 days after delivery via BBB. 
   
  Please see our attached store policies below and the attached file of all our communication. 
  
  *********************************************