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:11/14/2023

  Type:Customer Service 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.

  My company pre-ordered holiday cookies from Thriving K9 in July, 2023. When we started ordering from this company earlier this year, the quality was good. However, after receiving our Fall order in late September the quality had gone down considerably (in fact we only sold ONE cookie from that order). I reached out to the owner of Thriving K9 ***** ***** and asked to cancel the holiday pre-order in October, 2023. There is no cancellation policy on their site nor invoices. The total was well over $500 and I needed the time to place another order with another bakery for our holiday cookies. ***** ***** denied the cancellation stating "it's common knowledge" that you can't cancel a preorder. When this bakery's quality has gone down, it's just throwing money away to receive cookies no one will purchase. I had to scramble to find a quality bakery in time to place another order.

  Business Response

  Date: 11/30/2023

  The refund for the cookies ******** told me not to deliver was $432.00 not well over $500! 

  ******** was sent images of her order before they were delivered. She hearted the images on messenger and said super cute! As you can see in one of the images. The quality of my work has not diminished. I hired new people and they were learning and she was aware of that. All of ********’s cookies were just as beautiful as her previous order as I decorated most of them! In fact, the order before the order in question had a few not so great designs yet she continued to order. Everything is handmade and cannot be perfect every single time. ******** also placed another order for barkday bones after her fall order was delivered. If the cookies were not to the same caliber as previously received why did she place another order?! 

  
  No business should expect a product to make their business successful. That is the business owners responsibility! They do no social media marketing for their store side! The store picks cookie designs for their store not me. You have to know your customer base to know what designs they are going to want. That is not something I can do for them!
  
  She also claimed she only sold one cookie on this complaint yet stated she sold two cookies on another complaint. 
  

  The fall order was delivered on September 5, 2023. We messaged multiple times after that and she even placed another order as stated above. Not one time ever saying she was unhappy with the cookies! Then in October I posted a cookie for my retail sales and ******** got upset asking why that cute cookie was not available for wholesale. All of this started because of that. Very unprofessional and childish. No refund policy on pre-orders for cookies is a common practice in this business. I am willing to send her an order to replace this order but I will not refund on product that was baked and ready to deliver when she told me “don’t bother delivering I’m disputing the charges”. I am out that product, money and time! I will gladly refund her 50% of her invoice charge or give her a store credit.
  

  She also stated she had to scramble to find another baker. That is not accurate! She orders from other companies! We all do pre-orders and only accept so many orders per season so that we are not stuck with cookies out of season

  Customer Answer

  Date: 11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20868240
  
  
  
  I am rejecting this response because: 

  At no time did I expect perfect, handmade cookies. However, I do expect consistency and professionalism. Ms. ***** has no idea where, how and when I market my businesses on social media, nor should it be of any concern to her. The  orders in question totaled over $500. The Fall cookies which Ms. ***** didn’t sell-only one putrid pink acorn and one other of a prior order during the entire months of September and October. At no time did Ms. ***** state that pre-orders (which are paid for in advance) can’t be canceled or I never would have placed an order with this tiny bakery. 
  Once again, I’d like a refund for the Christmas pre-order. A business can’t keep money for a product never even delivered or canceled in advance. 
  
  
  
  
  Regards,
  
  
  
  ******** ******

  Customer Answer

  Date: 11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20868240
  
  
  
  I am rejecting this response because: 

  At no time did I expect perfect, handmade cookies. However, I do expect consistency and professionalism. Ms. ***** has no idea where, how and when I market my businesses on social media, nor should it be of any concern to her. The  orders in question totaled over $500. The Fall cookies which Ms. ***** didn’t sell-only one putrid pink acorn and one other of a prior order during the entire months of September and October. At no time did Ms. ***** state that pre-orders (which are paid for in advance) can’t be canceled or I never would have placed an order with this tiny bakery. 
  Once again, I’d like a refund for the Christmas pre-order. A business can’t keep money for a product never even delivered or canceled in advance. 
  
  
  
  
  Regards,
  
  
  
  ******** ******