Bake Me A Wish!

I have relatives in all corners of the country, and have found the best birthday gifts are cakes from Bake Me a Wish. They are excellent - shipped in sealed coolers, and always shipped on time-thru UPS. Unfortunately, UPS is getting worse each day; they can't even provide the updates I signed up for. The last cake for my son apparently sat at the UPS plant less than 10 miles from the destination, and was delivered a day late, which is not good on two counts: the birthday and the fact that it is perishable. Not Bake Me a Wish's fault, however, and the cake was apparently still salvageable thanks to the dry ice.

The customer requested to cancel his order AFTER the shipment was already picked up by ***As stated on our website's FAQ, our site's daily cutoff is 4:50pm Eastern Time -- anything that transpires after the daily cutoff therefore falls onto the next day's businessPer our phone records, the customer's first voicemail to us was left at 5:17pm ET on Apr **, and then another voicemail was left later that night at 9:47pm ETThe first email we received from the customer was at 5:20pm ET on Apr **, followed by more emails that night, the following day (Apr **), another on Apr **, and then left a negative review on our site via TrustPilot threatening to smear our name online and claiming our business is fraudulent [redacted] tracking numbers are sent to customers once their orders physically ship out via a system-generated auto-email, which occurs daily around 6pm ETHowever, [redacted] comes to collect the shipments at 5pm ET ea ch day, hence the 4:ET cutoffWhile the customer is under the impression he'd tried to call us before his gift shipped out, that is not the case as the orders are in ***' hands before the tracking number emails are generated/sent outMy Customer Care Rep returned the customer's phone call and left a voicemail for him at 5:43pm on Apr [redacted] (less than min after he'd left his original message/request), explaining that orders cannot be cancelled after they have already shipped out -- the gift was personalized and perishable, so once it's fulfilled and packaged to the customer's personalized specifications and in the hands of ***, we could never re-use or re-purpose the giftHad we been contacted at any point up until after it was too late, we would have been more than happy to cancel the order and issue a full refund (which we do for customers all the time when we are notified within the proper time frame); however, once the package is in [redacted] hands, it cannot be cancelled (as we would still be charged by [redacted] for the outgoing shipping costs, as well as additional return shipping charges to stop the delivery mid-shipment, and the product would have to be thrown out as well since a birthday cake obviously cannot be reused)I can also confirm the cake the customer ordered was shipped and delivered on time to his recipient, as per his original order details (with requested delivery on Thurs, Apr **)Here is the reply I wrote/posted on May [redacted] in response to the review the customer left for us: " [redacted] "

I cannot speak to how other companies operate, I can only tell you how Bake Me A Wish's shipments are sent, and the [redacted] protocols by which we must abide Upon speaking to my Customer Service Manager this morning (with whom you spoke with yesterday late afternoon), I was informed you'd called our Customer Care line only once yesterday, at 5:32pm Eastern Time, minutes after our daily 4:50pm shipping cut-off Upon your realization that our gifts ship via [redacted] (again, as they all do, as stated on our website in multiple places, you wanted to cancel your order, which we could not do at that time because the order had shipped out at 5pm (along with all our other outgoing shipments for the day) We obviously could never re-use an edible product after it had been packaged, fulfilled and shipped out, which is why all order cancellations must be requested before a gift physically shipped out Had your order not yet shipped out when you’d called, we would have been more than happy to cancel it as requested Similarly, had you any questions about our service before you’d placed your order, or at the very least before it had already shipped out, we would have been more than happy to answer them As I said earlier, [redacted] drivers are instructed to leave packages at a recipient's door, assuming Athey are able to get to the recipient's door (i.e., if there is an exterior buzzer and the recipient is not home at the time of the delivery attempt, the [redacted] driver obviously would be unable to get to the recipient's door) and Bthey are allowed inside the apartment complex (as some buildings instruct all courier deliveries be sent to one central point of receiving, such as a management office or mail room) Delivering to a recipient’s door is not something we have to request specifically, as this is simply how [redacted] operates If perhaps it’s your recipient’s building who are preventing [redacted] drivers from making deliveries to apartment doors, you’ll need to speak with the building management directly on the matter In the event the package is, or must be, delivered to the building’s management office (as some such buildings require), the package can be collected there once it arrives today

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Please be advised this will be our last response to this complaint, as once again this issue is now in the hands of her credit card company due to the chargeback she initiated; we did not dispute the chargeback, so it is entirely out of our hands at this point. As I previously stated, the customer paid for shipping charges to get the package to the incomplete/incorrect shipping address she'd submitted with her order. The customer did NOT pay for the subsequent address correction...Bake Me A Wish did. Address corrections aren't a free service [redacted] provides -- as I've mentioned, each and every time [redacted] has to make ANY correction to a package in transit, it yields a $13.00 change of address fee (which leaves us, as an operating business, $6.00 left of the $19.99 she'd paid for shipping -- WHILE THE ACTUAL SHIP COST WE PAID ON OUR [redacted] BILL FOR THIS VERY SHIPMENT WAS $26.46...meaning we're already at a loss before we even take into consideration the additional change of address fee OR the return shipping charges we ended up incurring). The package was shipped on our [redacted] account, and therefore the address correction fee incurred due to her omission of her recipient's proper apartment number was charged to OUR account. Yes, [redacted] attempted to re-deliver the package the following business to an incorrect address, and I completely get that is ***' fault; had the correct apartment number been submitted with the order originally as explicitly requested on our site, there would have been no issue to begin with. We cannot stop [redacted] from returning a package once they being their return process, albeit one that clearly contains a perishable product (as printed on our outer shipping box), and it was delivered back to our fulfillment center on Fri, Nov **. Were were expected to send the cake (one with cream cheese frosting, no less) back out again to the correct address (for which we'd ag ain incur even more shipping charges on top of the correction fee and return ship fees)? By that point the package could not have been able to re-deliver until Mon, Dec *, by which point he cake would have been a soured mess having been in transit for a whole week. This is why we kindly offered to cover the cost of a new, fresh $39.95 cake (via store credit) if she would agree to pay for new shipping charges to ensure her daughter could receive and enjoy a birthday cake delivered to her correct address. However, she was not interested in this offer, which we still insist was more than fair given what we've ended up having to pay for this order/her error when all was said and done. The customer is asking "why am I being held responsible for the loss of my shipping fees due to the error of the company's shipping service?" To which we reply, she's being held responsible for the shipping fees she'd paid to get the cake from our fulfillment cent er to an incomplete/incorrect address she'd provided, which [redacted] most certainly did. It was she who submitted the address incorrectly, causing the cake to not only not arrive on time, but set off this chain of events that we've tried to explain and FAIRLY rectify to the best of our ability. Any further questions regarding this order and the customer's refund should be directed to the customer's credit card company through which she'd initiated her chargeback.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would have been able to cancell the said order within the Companies time period, as I attempted to do if BAKEAWISH had posted any kind of cancellation policy on their GUIDELINES.None were listed, periodIf I had been informed, I would have made their"cutoff" but without knowing, I was a few minutes late.This is clearly their faultMassachusetts Consumer Law states it has to be CLEARLY STATED on ones website.He did not " enjoy the cake" as he wasn't home and wouldn't be for days so it went to garbage. BAKEAWISH is clearly at fault here due to their INADEQUACY.I demand a full refund or will file a complaint to the Massachusetts Consumer Advoacy and call WCVB investigator reporter
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Bake Me A Wish has no control over the location at which *** delivers when it comes to businesses, colleges and multi-unit residential buildings (as clearly outlined on the FAQ page of our site, ***). If the apartment building instructs all ***
deliveries to go to a main/management office, that's beyond our control. This order is just out for delivery today, so I'm unsure why the customer is complaining already before the gift is even delivered. We do indeed deliver gifts, but via ***, as explicitly stated on our website. *** is a courier service independent of Bake Me A Wish, and we cannot override their standard protocols. We emailed the customer the *** tracking number for their order when it shipped out, as we do with ALL our outgoing shipments, so that they can monitor the transit progress of their order online at any time. When the package has been delivered, the tracking page at *** will be updated with the time and location of the delivery -- again, I don't really understand why there's been a complaint initiated before a delivery attempt has even occurred. If the *** driver is able and allowed to get to the recipient's door (the building could have an exterior buzzer for all we know, and if the recip is not at when *** attempts delivery, the driver would of course be unable to gain entry), that is the location they at which they are instructed to make the delivery. It appears this customer does not understand how shipping via courier services work, and is ***et the situation cannot be controlled to their specific preferences, and has chosen to try and make our company look bad, when we are only providing the exact service we advertise, by leaving us negative online reviews and contacting the Revdex.com...before the delivery has even been attempted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Okay I will send a million $ to you by *** and say *** says its delivered . not our responsibility ?????check the *** status ***
Revdex.com please check *** status and see if you know where it was delivered and to whom it was
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would have been able to cancell the said order within the Companies time period, as I attempted to do if BAKEAWISH had posted any kind of cancellation policy on their GUIDELINESNone were listed, periodIf I had been informed, I would have made their"cutoff" but without knowing, I was a few minutes lateThis is clearly their faultMassachusetts Consumer Law states it has to be CLEARLY STATED on ones websiteHe did not " enjoy the cake" as he wasn't home and wouldn't be for days so it went to garbage
BAKEAWISH is clearly at fault here due to their INADEQUACYi demand a full refund or will file a complaint to the Massachusetts Consumer Advoacy and call WCVB investigator reporter
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have used other services from new york and *** only allows delivery instructions from merchantI requested merchant/Shipper to simply call *** and provide the deliver instruction but they denied to do that
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Customer's order was not delivered on time because the shipping address she'd submitted was incomplete (missing apartment number, which she did NOT mention in her complaint to Revdex.com)As stated on our
site, "IMPORTANT: Bake Me A Wish! cannot be held responsible for incorrect or omitted informationAny exception received, due to missing or bad information, immediately nullifies guaranteed deliveryApartment numbers and suites for residential and business deliveries must be included for on-time deliveryYour cake will not be delivered on time, and may be returned, without this information!"Customer updated address with ***, for which Bake Me A Wish had to pay a $change of address fee*** attempted re-delivery to wrong apt, was told no one by the recipient name lives there, so *** returned the package to us (return shipping charges also at our expense)Though out of our policy, we kindly offered the customer a full store credit due to mishap; however, she's already initiated a chargeback through her credit card company (for which we were also charged a fee by our processor), so she's already received her money back for the product + shippingBake Me A Wish can accommodate no further

We again apologize for the service failure in shipping your Valentine's Day gifting order, as well for our Customer Care Team accidentally copying all affected customers on our explanatory email instead of utilizing the proper BCC: function. As stated in our follemail to you sent on
2/**/17, a full order refund of $was issued to your Visa on 2/**/due to the unfortunate issue. As requested, we did not ship you order late since your recipient would not be at the same address the following day to receive the package. Additionally, we also provided to you a 20% off discount code should you wish to give our service another try. Thank you,Bryce M***VP, OperationsBake Me A Wish!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The reason that I have an issue with the shipping not being refunded is because the company's policy states that the company cannot be held responsible for the timely delivery of the product due to an address errorThe address was corrected the same day the first failed delivery occurred, then when the delivery was attempted again, with the complete and correct address, it was made to the wrong apartment This was the error of the delivery service, not myself, so my argument is, why am I being held responsible for the loss of my shipping fees due to the error of the company's shipping serviceIt was their mistake and instead of trying to re deliver to the correct address, which they had, they returned the product back to the companyWouldn't the delivery service be held responsible for the shipping fees if they made an error and and didn't attempt to rectify it? I'm not sure why the company paid even further fees when the delivery service failed to complete their job and admittedly tried to leave their customer's product at the wrong address
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I cannot speak to how other companies operate, I can only tell you how Bake Me A Wish's shipments are sent, and the [redacted] protocols by which we must abide.  Upon speaking to my Customer Service Manager this morning (with whom you spoke with yesterday late afternoon), I was informed you'd called our Customer Care line only once yesterday, at 5:32pm Eastern Time, 42 minutes after our daily 4:50pm shipping cut-off.  Upon your realization that our gifts ship via [redacted] (again, as they all do, as stated on our website in multiple places, you wanted to cancel your order, which we could not do at that time because the order had shipped out at 5pm (along with all our other outgoing shipments for the day).  We obviously could never re-use an edible product after it had been packaged, fulfilled and shipped out, which is why all order cancellations must be requested before a gift physically shipped out.  Had your order not yet shipped out when you’d called, we would have been more than happy to cancel it as requested.  Similarly, had you any questions about our service before you’d placed your order, or at the very least before it had already shipped out, we would have been more than happy to answer them.  As I said earlier, [redacted] drivers are instructed to leave packages at a recipient's door, assuming A. they are able to get to the recipient's door (i.e., if there is an exterior buzzer and the recipient is not home at the time of the delivery attempt, the [redacted] driver obviously would be unable to get to the recipient's door) and B. they are allowed inside the apartment complex (as some buildings instruct all courier deliveries be sent to one central point of receiving, such as a management office or mail room).  Delivering to a recipient’s door is not something we have to request specifically, as this is simply how [redacted] operates.  If perhaps it’s your recipient’s building who are preventing [redacted] drivers from making deliveries to apartment doors, you’ll need to speak with the building management directly on the matter.  In the event the package is, or must be, delivered to the building’s management office (as some such buildings require), the package can be collected there once it arrives today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint becauseThe attachment that I sent to the Revdex.com does include the correspondence between myself and the company, which includes the information about correcting the address immediately the day it should have been delivered and wasn't.  There is nothing in that correspondence or the policy that the company repeatedly stated to me about the delivery being returned to the company, which was no fault of mine. The company should be responsible for who does their deliveries and they admitted that even after the address was corrected, it was delivered to the wrong address and they were told that and rather than deliver to the correct address after they made a mistake, they returned it, which is now supposed to be my loss because the store credit they offered me doesn't include the $20 that I paid for the delivery that never occurred. And I did file a dispute with my credit card company, which is still on hold pending resolution.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Please be advised this will be our last response to this complaint, as once again this issue is now in the hands of her credit card company due to the chargeback she initiated; we did not dispute the chargeback, so it is entirely out of our hands at this point. As I previously stated, the customer paid for shipping charges to get the package to the incomplete/incorrect shipping address she'd submitted with her order. The customer did NOT pay for the subsequent address correction...Bake Me A Wish did. Address corrections aren't a free service [redacted] provides -- as I've mentioned, each and every time [redacted] has to make ANY correction to a package in transit, it yields a $13.00 change of address fee (which leaves us, as an operating business, $6.00 left of the $19.99 she'd paid for shipping -- WHILE THE ACTUAL SHIP COST WE PAID ON OUR [redacted] BILL FOR THIS VERY SHIPMENT WAS $26.46...meaning we're already at a loss before we even take into consideration the additional change of address fee OR the return shipping charges we ended up incurring). The package was shipped on our [redacted] account, and therefore the address correction fee incurred due to her omission of her recipient's proper apartment number was charged to OUR account. Yes, [redacted] attempted to re-deliver the package the following business to an incorrect address, and I completely get that is [redacted]' fault; had the correct apartment number been submitted with the order originally as explicitly requested on our site, there would have been no issue to begin with. We cannot stop [redacted] from returning a package once they being their return process, albeit one that clearly contains a perishable product (as printed on our outer shipping box), and it was delivered back to our fulfillment center on Fri, Nov **. Were were expected to send the cake (one with cream cheese frosting, no less) back out again to the correct address (for which we'd ag ain incur even more shipping charges on top of the correction fee and return ship fees)? By that point the package could not have been able to re-deliver until Mon, Dec *, by which point he cake would have been a soured mess having been in transit for a whole week. This is why we kindly offered to cover the cost of a new, fresh $39.95 cake (via store credit) if she would agree to pay for new shipping charges to ensure her daughter could receive and enjoy a birthday cake delivered to her correct address. However, she was not interested in this offer, which we still insist was more than fair given what we've ended up having to pay for this order/her error when all was said and done. The customer is asking "why am I being held responsible for the loss of my shipping fees due to the error of the company's shipping service?" To which we reply, she's being held responsible for the shipping fees she'd paid to get the cake from our fulfillment cent er to an incomplete/incorrect address she'd provided, which [redacted] most certainly did. It was she who submitted the address incorrectly, causing the cake to not only not arrive on time, but set off this chain of events that we've tried to explain and FAIRLY rectify to the best of our ability. Any further questions regarding this order and the customer's refund should be directed to the customer's credit card company through which she'd initiated her chargeback.

Lapse in communication with the customer was an accidental oversight by my Customer Care Team; customer has been contacted via email to confirm full refund of $51.87 has been issued to the customer's card ending in [redacted].

Lapse in communication with the customer was an accidental oversight by my Customer Care Team; customer has been contacted via email to confirm full refund of $51.87 has been issued to the...

customer's card ending in [redacted].

The customer requested to cancel his order AFTER the shipment was already picked up by [redacted]. As stated on our website's FAQ, our site's daily cutoff is 4:50pm Eastern Time -- anything that transpires after the daily cutoff therefore falls onto the next day's business. Per our phone records, the...

customer's first voicemail to us was left at 5:17pm ET on Apr **, and then another voicemail was left later that night at 9:47pm ET. The first email we received from the customer was at 5:20pm ET on Apr **, followed by 2 more emails that night, 3 the following day (Apr **), another on Apr **, and then left a negative review on our site via TrustPilot threatening to smear our name online and claiming our business is fraudulent. [redacted] tracking numbers are sent to customers once their orders physically ship out via a system-generated auto-email, which occurs daily around 6pm ET. However, [redacted] comes to collect the shipments at 5pm ET ea ch day, hence the 4:50 ET cutoff. While the customer is under the impression he'd tried to call us before his gift shipped out, that is not the case as the orders are in [redacted]' hands before the tracking number emails are generated/sent out. My Customer Care Rep returned the customer's phone call and left a voicemail for him at 5:43pm on Apr ** (less than 30 min after he'd left his original message/request), explaining that orders cannot be cancelled after they have already shipped out -- the gift was personalized and perishable, so once it's fulfilled and packaged to the customer's personalized specifications and in the hands of [redacted], we could never re-use or re-purpose the gift. Had we been contacted at any point up until after it was too late, we would have been more than happy to cancel the order and issue a full refund (which we do for customers all the time when we are notified within the proper time frame); however, once the package is in [redacted] hands, it cannot be cancelled (as we would still be charged by [redacted] for the outgoing shipping costs, as well as additional return shipping charges to stop the delivery mid-shipment, and the product would have to be thrown out as well since a birthday cake obviously cannot be reused). I can also confirm the cake the customer ordered was shipped and delivered on time to his recipient, as per his original order details (with requested delivery on Thurs, Apr **). Here is the reply I wrote/posted on May * in response to the review the customer left for us: "[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]