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Business Profile

Bakery

Sweet Surrender Home Baking

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a cake, cake pops, and pretzels from this business and had a pick up date of 11/29. She pushed our pick up date back to 11/30 (the date of my 3 year olds party) at 11:30am. She then proceeds to tell me she is having trouble making the cake pops and pretzels and that she can drop everything off to us before the party. This was unacceptable as I needed to make sure we had a cake for her party. So, she did allow us to pick up the cake and stated she would drop off the rest of the order before the party. As we approached the party, she stated she will not be able to deliver the cake pops and pretzels and that we would get a $48 refund by that night (11/30). She also gave an abundance of reasons and excuses why she couldn’t deliver the order. I tried to text, call, and leave voicemails since then with no communication in return. She has completely ignored me and my wife. This is an unacceptable way to run a business.

  • Initial Complaint

    Date:06/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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 contacted this business on April 2nd and after a discussion, proceeded to pay an invoice for a wedding cake retainer, as well as ***** money to the owner for my bridal shower cake. The cake was needed May 11th, and I sent her pictures and a description of what I wanted for the design on May 7th(she never asked for the details on a specific date and never followed up with me after our initial conversation. The owner also requested additional money the morning the cake was being picked up, which I zelled her. I sent a friend to pick up the cake while I was busy setting up for the shower, and when he arrived and I saw the cake it was not right at all. I contacted the business owner later that day and asked for my money back as the cake looked AWFUL. It was not what I asked for and looked like a child decorated it, it was not even close to the pictures and description of what I wanted. She immediately started making excuses about her daughter being in the hospital, said she would refund me if she could get the cake back but every "plan" she offered that I agreed to, she then backtracked and had an excuse why it wouldn't work. She then told me she would get me a refund the following day, May 12th but never contacted me until I reached out to her again on May 14th. She then asked for another week to get me the refund on the shower cake and stated she would refund me the retainer in the next day or two. She constantly has an excuse and sob story, which I've seen she's done to other customers as well. She told me she would "do what she could on Friday" and then proceeded to block me. I called her and made two ***** requests to get my money back which she has ignored. She is an extremely shady person clearly, and I need my money back. I'm not paying for a cake that looks awful and was never eaten, nor am I paying for a retainer on something I never received. Can provide screenshots of all conversations proving all of this.

  • Initial Complaint

    Date:01/22/2024

    Type:Product 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.
    I had used this Baker prior with no problems before. So I decided to go with her for my wedding cake. I was told that only $100 deposit fee was due at the time. She came back to me later to say an additional 125 was due for retainer fee which I thought was odd because she stated that I never gave her the venue or date of my wedding even though I have it in my prior messages that she saw. I sent it regardless and then later on I asked to add on a delivery fee and to update our contract. I asked for 6 months and she never updated it still has not updated it after complaining multiple times. She is ignoring me. We have decided to go with somebody else that will not worry us because we are nervous she will not be reliable to deliver the cake if she can't update the contract. The conversation turned weird as well talking about her husband missing and needing to ask him permission, stating shes sick, making a lot of excuses. We told her we want to go with somebody else and she is now ignoring me about returning my money. We just want to get a full refund back so we can find another Baker for our wedding cake. I have screenshots of the entire conversation as well.

    Business Response

    Date: 01/22/2024

    I agree with not getting back on a timely manner with the updated contract, including the delivery fee…. I have had a lot of life-changing events happen in a short period of time mainly in the last six months, and I did not prioritize this… I have paid her $125 of the $225 and I I have notified the client that I have taken out a small loan, and as soon as that hits my account, I will pay her the rest of what I owe her 

    Customer Answer

    Date: 01/23/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




    Hello I'm contacting about my case she was supposed to pay me yesterday my final refund and never did so everything isn't resolved. My claim number is ********

    I'm not sure if it needs to be reopened then since she hasn't sent anything? She just keeps making excuses or ignoring me. 

    Thank you 
    ****** ********* 







     

    Business Response

    Date: 01/23/2024

    Good morning,I told ****** that I took out a small loan and as soon as it hits my account I will pay her , she has since left a bad review on my page and has other people she knows leaving bad reviews on my page… this is extremely unprofessional and I will be handling this further legally… this is harassment 

    Customer Answer

    Date: 01/23/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. She did say she was waiting for said loan but she promised it time by Monday and it is now Tuesday. I cannot control if people leave bad reviews. I left one myself due to bad experience she didn't like it and deleted it.  It is in my right as a customer to let others know this is something she does. The only unprofessional business here is from ***** for blocking me after asking where my refund is. I am already taking her to small claims court so I don't understand how she can afford to handle this legally when all I wanted was any $100 refund back. She declined payment and blocked me and still hasn't sent it. 




    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



    Regards,



    ****** *********









     

Sweet Surrender Home Baking is NOT a BBB Accredited Business.

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