Bake Me A Wish!

Review: Placed order for family birthday for Mini Birthday cupcakes and they looked horrible. The frostings look like my young children had decorated them and I paid $51.87 for a dozen Mini cupcakes!! I understand that actual image of product on website may differ from actual product, but they look so unprofessionally done and I emailed to let Bake Me A Wish for some sort of retribution on 9/*/15 and when I did not hear from them I called the customer service on 9/*/15 and spoke to Ryan who had insured me that Rose was assigned to my case and that he left a message for her to contact me. I have not heard from her nor from anyone in the company. My order# is [redacted] and I want either a full refund or at least refund on the shipping and handling charge.Desired Settlement: Full refund of $51.87 or at least refund for [redacted] charge of $19.99

Business

Response:

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].

Consumer

Response:

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,

Review: I ordered a cake from Bake Me A Wish and paid the higher delivery/shipping fee for it to be delivered the next day, which it was not. It was also not delivered the day after that. When I contacted the company and they finally got back to me, they stated that the delivery was refused, then quoted an address to me that was not my daughter's apartment number, and not the address I had listed on the purchase order. They had apparently tried to deliver it to a different apartment than the one I had listed, so it was never delivered to my daughter at all, who was at home waiting for the package. The customer service rep I spoke to said that it's not their policy to refund the money, but they would credit me the original purchase price for the cake so I can put that towards another purchase, but would not refund the $20 I spent on the shipping charge. I would not purchase another thing from them, I never received it and their customer service is a nightmare, so them giving me a partial credit because they made an error is not acceptable. There is also nothing on their website about a policy stating they do not refund a purchase that was never delivered.Desired Settlement: I would like my full purchase price for the cake plus shipping and handling costs refunded.

Business

Response:

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 information. Any exception received, due to missing or bad information, immediately nullifies guaranteed delivery. Apartment numbers and suites for residential and business deliveries must be included for on-time delivery. Your cake will not be delivered on time, and may be returned, without this information!". Customer updated address with [redacted], for which Bake Me A Wish had to pay a $13.00 change of address fee. [redacted] attempted re-delivery to wrong apt, was told no one by the recipient name lives there, so [redacted] 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 + shipping. Bake Me A Wish can accommodate no further.

Consumer

Response:

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 error. The 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 service. It was their mistake and instead of trying to re deliver to the correct address, which they had, they returned the product back to the company. Wouldn'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,

Business

Response:

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.