And Everything Beyond

I was contacted by [redacted] in mid June to make a custom 3-d cakeSo that She could feed all of her guests, she also ordered a 1/sheet cakeThe full order was completed and picked up by [redacted] on July 10thAbout 1–hours later, t received a call from [redacted] stating that the cake was falling over when she got home and opened the boxOur policy is once a cake is in the customer's possession, And Everything Beyond is not responsible for damages to cakesI felt bad and wanted to help, even though I was fully booked [redacted] brought the cake back to my shop, and we opened the box and saw that the cake was unable to be repaired or fixedOnce again, I agreed to TRY to completely remake the cake and drop it off to her party the next day (July 11th).Unfortunately, I had a medical emergency that evening that landed me in the hospitalMy husband contacted [redacted] at 8:AM, about ½ hours before her party was scheduled to startHe explained the situation and that the 3-D cake would not be completed [redacted] was told that she would receive a refund of $for the 3-D cakeShe was completely understanding and had no issuesShe still had, and was happy with the V, sheet cake (value 38$) at this time.Three days after the original pickup date of July 10th, on July 13th [redacted] contacted me again and said that she chose not to cut the 1/sheet cakeand she wanted to return it for a full refundI explained that I could not take back the cake, but that I would be refunding her the $for the 3-D cake that was destroyed on her transport homeI also made it clear that the refund would be completed upon my return to the shop later that week (week of July 13th)She was dissatisfied with my decision to only refund 65$ out of her 103$ total (65$ for 3-D cake and 38$ for 1/2, sheet)So she filed a complaint with youShe was issued her refund of 65$ on July 19th,Thank YouAshlev B.Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The response has multiple inaccurate statements.I spoke or met with Ashley a minimum of times prior to the cake due date and was never advised of a "policy" that if I picked up the cake they would not be responsible beyond their door. She actually talked us into that cake as our initial thought was a tier cake with custom decoration due to our belief that a 3-D cake was not possible. When agreeing to buy both cakes from And Everything Beyond, I asked if she wanted a deposit or signature of contract. She told me no. It was not until the cake failed and she saw it that she said that once it leaves it was not her burden. I then asked why this was the first I was hearing of this policy (No signage anywhere in the store indicating this) and if that were the policy why does the business not offer delivery service as she blamed the cakes breakdown on potential bad driving. I would like to point out that the photos taken and texted to her represent a clean box, meaning there was no icing or cake debris anywhere in the box, had I driven crazy it would have shown in the box. Once this was pointed out she agreed to fix the cake she never said it had to be completely redone. I offered to pay a delivery fee so that we would not have this issue the following day and then she told me they did offer delivery and we coordinated the delivery. The only reason a 1/sheet cake was purchased was to insure enough cake for all persons attending the event.Because of the businesses failure to deliver the focus cake (3-D) I was forced to find a cake with very limited notice via another bakery. The only cake available on short notice was a full sheet cake. I feel I am entitled to full refund because the actions of And Everything Beyond forced me to seek alternate solutions leaving me with excess cake and expenses. I offered to return the 1/sheet cake or donate it to a local charity in her business name in exchange for my full refund. Because And Everything Beyond failed to fulfill the contract I was forced to spend doubleI contacted And Everything Beyond immediately upon the last minute notice and put the concern on Ashley's health. I followed up the day after the party (July 12th) regarding refunds. During this time I continued to check on Ashley's health first. The $refund was not issued until Friday July 17, 2015, days after filing my complaint with Revdex.com. I do not believe I would have received any refund had I not contacted you. I believe I am entitled to the remaining $for the amount of time I had to spend to fix a problem caused by their business, the excess travel on an already hectic day and the excess expense to fix the problem caused by the business.Please note, during our communications there were occasions that And Everything Beyond was not available during their advertised business hours and when Ashley replied back to me she made light of the businesses failure to be open. While I believe that the owner has health issues, I also believe the business is unreliable and as a result it cost me extra money and time to correct their inability to provide the contracted cake.Should I receive the remaining $I feel is due to me, I will happily turn the donation receipt over to the business for their tax filings as the 1/sheet cake was donated to a local non-profit facility who feeds the poor/homeless
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The response has multiple inaccurate statements.
I spoke or met with Ashley a minimum of 6 times prior to the cake due date and was never advised of a "policy" that if I picked up the cake they would not be responsible beyond their door.  She actually talked us into that cake as our initial thought was a 3 tier cake with custom decoration due to our belief that a 3-D cake was not possible.  When agreeing to buy both cakes from And Everything Beyond, I asked if she wanted a deposit or signature of contract.  She told me no.  It was not until the cake failed and she saw it that she said that once it leaves it was not her burden.  I then asked why this was the first I was hearing of this policy (No signage anywhere in the store indicating this) and if that were the policy why does the business not offer delivery service as she blamed the cakes breakdown on potential bad driving.  I would like to point out that the photos taken and texted to her represent a clean box, meaning there was no icing or cake debris anywhere in the box, had I driven crazy it would have shown in the box.  Once this was pointed out she agreed to fix the cake she never said it had to be completely redone.  I offered to pay a delivery fee so that we would not have this issue the following day and then she told me they did offer delivery and we coordinated the delivery.  The only reason a 1/2 sheet cake was purchased was to insure enough cake for all persons attending the event.
Because of the businesses failure to deliver the focus cake (3-D) I was forced to find a cake with very limited notice via another bakery.  The only cake available on short notice was a full sheet cake.  I feel I am entitled to full refund because the actions of And Everything Beyond forced me to seek alternate solutions leaving me with excess cake and expenses.  I offered to return the 1/2 sheet cake or donate it to a local charity in her business name in exchange for my full refund.  Because And Everything Beyond failed to fulfill the contract I was forced to spend double.
I contacted And Everything Beyond immediately upon the last minute notice and put the concern on Ashley's health.  I followed up the day after the party (July 12th) regarding refunds.  During this time I continued to check on Ashley's health first. 
The $65.00 refund was not issued until Friday July 17, 2015, 3 days after filing my complaint with Revdex.com.  I do not believe I would have received any refund had I not contacted you.  I believe I am entitled to the remaining $38.00 for the amount of time I had to spend to fix a problem caused by their business, the excess travel on an already hectic day and the excess expense to fix the problem caused by the business.
Please note, during our communications there were 2 occasions that And Everything Beyond was not available during their advertised business hours and when Ashley replied back to me she made light of the businesses failure to be open.  While I believe that the owner has health issues, I also believe the business is unreliable and as a result it cost me extra money and time to correct their inability to provide the contracted cake.
Should I receive the remaining $38.00 I feel is due to me, I will happily turn the donation receipt over to the business for their tax filings as the 1/2 sheet cake was donated to a local non-profit facility who feeds the poor/homeless.
Regards,
[redacted]

I was contacted by [redacted] in mid June 2015 to make a custom 3-d cake. So that She could feed all of her guests, she also ordered a 1/2 sheet cake. The full order was completed and picked up by [redacted] on July 10th. About 1–2 hours later, t received a call from [redacted] stating that the...

cake was falling over when she got home and opened the box. Our policy is once a cake is in the customer's possession, And Everything Beyond is not responsible for damages to cakes. I felt bad and wanted to help, even though I was fully booked. [redacted] brought the cake back to my shop, and we opened the box and saw that the cake was unable to be repaired or fixed. Once again, I agreed to TRY to completely remake the cake and drop it off to her party the next day (July 11th).Unfortunately, I had a medical emergency that evening that landed me in the hospital. My husband contacted [redacted] at 8:26 AM, about 5 ½  hours before her party was scheduled to start. He explained the situation and that the 3-D cake would not be completed. [redacted] was told that she would receive a refund of $65.00 for the 3-D cake. She was completely understanding and had no issues. She still had, and was happy with the V, sheet cake (value 38$) at this time.Three days after the original pickup date of July 10th, on July 13th. [redacted] contacted me again and said that she chose not to cut the 1/2 sheet cake. and she wanted to return it for a full refund. I explained that I could not take back the cake, but that I would be refunding her the $65 for the 3-D cake that was destroyed on her transport home. I also made it clear that the refund would be completed upon my return to the shop later that week (week of July 13th). She was dissatisfied with my decision to only refund 65$ out of her 103$ total (65$ for 3-D cake and 38$ for 1/2, sheet). So she filed a complaint with youShe was issued her refund of 65$ on July 19th,Thank YouAshlev B.Owner