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Business Profile

Baker

Piece of Cake Bakery

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:02/18/2023

    Type:Order 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.
    Paid $890 for Wedding cake on 2/11 for 3/21. Asked to make amendments to order 2/13, no response (even though message read 2/14). Asked to cancel order 2/18. Was told by ******* that they charge $50 for cancellations that arent the same day and refused to provide documentation of this policy (it is not anywhere on their website or communicated at all during purchase).

    Business Response

    Date: 03/16/2023

    Hello *** ,
    You received $840 refund  on your credit card.
    We give gift  Certificates when someone cancels a regular cake not a special order  cake. We have no refund on special order cakes. We made an exception for you . 
    1) no refund on special order ( wedding cake is a special order cake)
    2) if it were a regular 9 in double layer 
    - refund in a gift certificate 
    3) your cake was special order - we made you an exception of our policy and gave you on your credit card $840 return.
    4) We kept $50.00 because of charges on **** machine that they charge us for using credit card machine and time helping you with your cake,
    5) we made a special exception and gave you money on credit card and not a gift certificate -********* on special order cakes is no refund .I made a very special exception.( sign posted on wall by **** machine )
    You should not have received any refund.
    Best,
    ************;
    Piece of Cake 

    Customer Answer

    Date: 03/16/2023

     
    Complaint: 19429308

    I am rejecting this response because:

    This cancellation policy was not provided at any time during our (completely online and via text) exchanges about this purchase. It was not provided at the time of purchase or on the receipt.  It is not available online. I havent been in store since before the pandemic, at which time I never saw any policy signs (such as the one in the picture that has clearly been recently printed). This is an outrageous charge and needs to be clearly stated at the time of purchase. I still expect a full refund. 

    Sincerely,

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

Piece of Cake Bakery is NOT a BBB Accredited Business.

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