Cannon's Custom Cakes & Bakery

Thank you for taking the time to forward the concerns of our unhappy customer. Although we have remedied the situation with the customer at the time of her purchase I will still further explain the situation so that you are informed on the matter.
The customer had ordered a cake for...

the date that she stated. She asked to pick up the cake after our normal closing.time. The counter person assisting her made a mistake and wrote down the time not informing her that we do close at 3. On the day of her pickup we made SEVERAL attempts to contact the customer but unfortunately she had not cleared her voicemail box so we could not leave a message and she did not return the multiple calls that we had left for her. She states that her phones voicemail is not set up which I am assuming is why we couldn't leave a message for the customer. This is why we ask for a phone number that we ca n reach you ON THE DAY OF YOUR ORDER. But we still made every attempt at calling her ALL day long to never receive a phone call back.
As a reputable business we make every attempt on making the matter at hand a positive one. We offered her the cake the next morning to which she replied she did not need it but would take it if I would just give it to her. Unfortunately there was nothing wrong with the cake and for her inconvenience I offered her 20% off the price of the cake, which is my profit on the item so I would make no money on the cake at all. I understand that we were at fault for taking the order after our closing time,but she should also return a call if someone calls you more than one time during the day. It would seem to me that the person calling me must have a reason to speak to me.
I once again apologize for her inconvenience and hope that she returns as a customer someday so that she does not have to purchase more expensive cakes at other bakeries.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
P.S. I would like to just state that I never told this business that my phone voicemail was not set up or that it was too full, I told them that I did not receive a voicemail. Also that I am a college student and I can not answer my phone while in class. Lastly I do not appreciate as a customer receiving a message from the business that is unprofessionally written and as a reputable company they not only lied about what I said about my voicemail but also was very rude in their message to me i.e. when they stated what they would do if they were receiving the phone call.

Review: On Saturday March 22 I went to Cannon's Bakery to order a cake for a family birthday celebration taking place on March 24. The employee who took my order asked when I would like to pick up my cake on Monday and I asked when they were open to. She informed me that on March 24 they would be open until 6pm so I said I would pick up my cake at 5:30. I still have my receipt that says the pickup time is 5:30. On Monday March 24 I went to Cannon's at 5:30 to find that the doors were locked and the store closed. I was furious and forced to go somewhere to quickly get a cake for the celebration happening at 7. I ended up having to spend 40 dollars to get something on the spot that did not look like a last minute pick up. The next morning I received a phone call at 7:57 am from Cannon's asking if I still wanted to pick up my cake from yesterday. I then informed them that I would be in the store later that day to talk to someone face to face about the issue. When I got there I asked to speak to the manager and was informed that the day before March 24, they had called my phone to inform me about the pickup time mistake. Unfortunately cell phones do not have caller ID and the associate who called me did not leave a voicemail. The manager got the associate who called me and they both informed me that a voicemail was left but unfortunately I still do not know if this is the truth or a lie because I still have no voicemail on my phone. I informed them that the phone call and voicemail made no difference sine I did not receive one and I am a college student and I had class that day from 12-2:50, so even if a voicemail had been left I would not be able to pickup the cake by then. The manager then told me she apologized but the girl who took my order was new and only works on Saturday's. Unfortunately that is not an acceptable reason for why I did not get my cake and for this mistake happening since it caused an issue of ruining my family celebration and costing me even more money in the end. The cake that I trusted Cannon's to make was a custom cake with a picture that I had them scan onto it because this particular picture was a huge family joke. Everybody was excited for this cake with this picture on it and to see the shock value and excitement across the person's face when they opened it and saw it. I was asked 2-3 times if I still wanted this cake even though the party took place the day before and I had already stated that I spent money on something else. The manager proceeded to tell me the best she could do was give me 20% off of the 30 dollar cake I ordered. To me this is unacceptable because we were all disappointed and highly mad and annoyed throughout this party because of Cannon's mistake and they still wanted me to pay 24 dollars for a cake I no longer needed because of them. Not to mention if you add the 40 dollars I had to spend to replace the cake that Cannon's messed up the pickup time on, to the 24 dollars that Cannon's now thought I should pay to receive this cake, I would have spent a total of 64 dollars. This is twice the price of the original cake that was 30 dollars. This was unacceptable and by this time I was done in the store because the manager was not going to do anything else for me so I was done and left the store. Cannon's ruined my families celebration and as of currently I would never trust them with another cake or function because they are not even going to resolve the issue and mistakes that they made.Desired Settlement: I believed I should have received this cake for free since it was for a family function that was ruined. Also because I had to go out and buy another cake to replace Cannon's I should have received it for free because their way of fixing the situation and going to cost me more money then if they had never made this unacceptable mistake in the first place.

Business

Response:

Thank you for taking the time to forward the concerns of our unhappy customer. Although we have remedied the situation with the customer at the time of her purchase I will still further explain the situation so that you are informed on the matter.

The customer had ordered a cake for the date that she stated. She asked to pick up the cake after our normal closing.time. The counter person assisting her made a mistake and wrote down the time not informing her that we do close at 3. On the day of her pickup we made SEVERAL attempts to contact the customer but unfortunately she had not cleared her voicemail box so we could not leave a message and she did not return the multiple calls that we had left for her. She states that her phones voicemail is not set up which I am assuming is why we couldn't leave a message for the customer. This is why we ask for a phone number that we ca n reach you ON THE DAY OF YOUR ORDER. But we still made every attempt at calling her ALL day long to never receive a phone call back.

As a reputable business we make every attempt on making the matter at hand a positive one. We offered her the cake the next morning to which she replied she did not need it but would take it if I would just give it to her. Unfortunately there was nothing wrong with the cake and for her inconvenience I offered her 20% off the price of the cake, which is my profit on the item so I would make no money on the cake at all. I understand that we were at fault for taking the order after our closing time,but she should also return a call if someone calls you more than one time during the day. It would seem to me that the person calling me must have a reason to speak to me.

I once again apologize for her inconvenience and hope that she returns as a customer someday so that she does not have to purchase more expensive cakes at other bakeries.