Baked By Melissa, LLC.

Revdex.com: 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: First of all, not at all were the cup cakes deliver fresh, due to the high weather temperatures the ice bag that the place inside wasnt ice anymore, further more the cupcakes were soft smushy and gave the kids in the classroom stomach acheNEVER THE LESS THERES NOTHING STATED WHILE YOUR ARE MAKING THE ORDER AN OPTION TO HAVE THE ORDER DELIVER EARLIER SO THATS A COMPLETE LIEALSO I CALLED THE "HAPPINESS LINE, NOT ONCE BUT TWICE AND BOTH TIMES "HAPPY REPRESENTATIVES DIDNT EVEN ATTEMPT TO TRY TO SOLVE THE ISSUE, THEIR EXCUSE WAS THAT THEY HAVE NO WAY TO TRACK THE [redacted] DRIVER WHICH IS ACTUALLY A COMPLETE LIE AS WELLThe package was never attempted to get deliver at 5:47pm the lady that cleaned the school leaves at 7pm and such package never got deliverALSO THERE NO SHIPPING OF $REFUNDED TO MY CREDIT CARDWHEN I told them I was gonna call my credit card company and rejected the payment they gave a complete creditThe order was supposed to be deliver on JUNE [redacted] NOT DAYS LATERMORE TO THE FACT IS THEY REALLY NEVER EVEN CONTACTED ME IN REGARDS TO THE MATTER, ANOTHER LIEI want people to know and learned from my extremely bad experience not to order from them ever again In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi ***, Thank you for your assistance. My second response was as follows: "As stated, Baked by Melissa does not guarentee shipping dates and times as we ship third party via ***. This is noted in our FAQ section as well as the order confirmation prior to order finalization and the customer choosing an estimated arrival date Our cupcakes and macarons are baked within hours of ship out and are packed with dry ice or frozen gel packs to guarentee freshness for days in transit, days at room temperature, and up two weeks when refrigerated or frozen. We received no correspondence from the customer stating that the cupcakes arrived in less than ideal condition. In the case we did, we would have been happy to set up a complimentary replacement order or refund As a one time exception, we issued a refund on 6/** at 6:35PM despite the fact that we attempted delivery on the customers intended arrival date and the order arrived within our freshness guarentee. Refunds are typically processed within 3-business days"
*Please see attached* ***, Please let me know if you require any further information Best,
Ani J*** | Manager of Customer Happiness Baked by Melissa *** ** *** *** *** ** *** *** ** ***
*** ***
***

At Baked by Melissa we take pride in being as transparent as possible with our customersWhile placing a new order online, prior to order confirmation when asked to choose your arrival date on our website,
***, there is disclaimer as well as an FAQ that states that shipping dates and times are estimated and not guarenteedWe also suggest that if a delivery is needed on a certain date that the customer opt to receive the order earlyThis is due to the fact that while our third party service ***, has a 97% success rate, there is always a chance of delay because of inclement weather, operations, or mechanical issuesIt is also noted that delivery via *** can be anywhere from 8AM and 8PMThe FAQ pertaining to this may be reviewed at *** under the Shipping heading and subject, "Is my arrival date guarenteed?" The customer placed this order on June *** via our website, for estimated arrival on June *** made a first attempt to deliver on June *** at 5:47PM, the date the customer opted for, which is within the time frame noted on our websiteThe delivery was taken back to the hub as there was no one available to receiveThe order was then re-attempted and delivered on Monday at 2:52PM, within our day freshness guarenteeAll of our calls are monitored and recorded for quality assurance so we were able to review the correspondence with out agentThe customer called our Customer Happiness line on June *** at 4:31PM and our agent made her aware that upon review of the tracking number, the order was on the truck for deliveryShe then put the customer on hold to get an ETA from ***Once she gained the information she made the customer aware that *** could not locate the driver but that it would be delivered soonThe customer stated that she would dispute the charge and hung up before the agent could offer further resolutionIn situations where a customer would like the order to be delivered at a specific time, we can put in a request with ***, but this is not guarenteedThe customer did not reach out to ask for this accommodation prior to or after the order was placedIf the order has not been received or the customer was not satisfied with the product, we would have offered a complimentary replacment or a refundThis order was delivered and we did attempt to further resolveAt this time, the customer has been refunded the shipping cost of $14.95, due to the delay in delivery

Revdex.com:
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:
 
 
 First of all, not at all were the cup cakes deliver fresh, due to the high weather temperatures the ice bag that the place inside wasnt ice anymore, further more the cupcakes were soft smushy and gave the kids in the classroom stomach ache. NEVER THE LESS THERES NOTHING STATED WHILE YOUR ARE MAKING THE ORDER AN OPTION TO HAVE THE ORDER DELIVER EARLIER SO THATS A COMPLETE LIE. ALSO I CALLED THE "HAPPINESS LINE, NOT ONCE BUT TWICE AND BOTH TIMES "HAPPY REPRESENTATIVES DIDNT EVEN ATTEMPT TO TRY TO SOLVE THE ISSUE, THEIR EXCUSE WAS THAT THEY HAVE NO WAY TO TRACK THE [redacted] DRIVER WHICH IS ACTUALLY A COMPLETE LIE AS WELL. The package was never attempted to get deliver at 5:47pm the lady that cleaned the school leaves at 7pm and such package never got deliver. ALSO THERE NO SHIPPING OF $14.95 REFUNDED TO MY CREDIT CARD. WHEN I told them I was gonna call my credit card company and rejected the payment they gave a complete credit. The order was supposed to be deliver on JUNE [redacted] NOT 4 DAYS LATER. MORE TO THE FACT IS THEY REALLY NEVER EVEN CONTACTED ME IN REGARDS TO THE MATTER, ANOTHER LIE. I want people to know and learned from my extremely bad experience not to order from them ever again.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I was gifted an e gift card in the amount of $50 from Baked by Melissa by my husband last Christmas (the date of purchase was December **, 2015). When I went to use the gift card on the Baked by Melissa's website, I was unable to do so (error message that the code was not found). I phoned the Happiness Team at Baked by Melissa on December [redacted], 2015 at 9:21 am. I had a 17 minute conversation with a team member who’s name was Sherell or Shervell (possibly spelled different and future referenced as "Representative").

The Representative acknowledged that there are existing issues with e gift cards working on the website. She then tried to look up the gift card code and could not find it. Next, she had the “tech team” look into it. The Representative then came back on the phone and told me that the “tech team” had determined that the code had been used. I told the Representative that I am confident it had not been used, as it was tucked in my drawer since the time of purchase/being gifted. When I asked when and where, she told me that the “tech team” was looking into the details. I was then asked what account an order would have been placed under. I gave her both my email address and my husbands. Both came back as never having had an order placed and paid for with a gift card. I was then promised a return call once the “tech team” figured out where the card had been used.

I called again on Friday December [redacted] to get the status of the “tech teams” investigation. I explained the situation to a different member of the happiness team, who then ultimately transferred me to the original Representative I spoke to. The Representative then told me she had “just” spoken to the “tech team” and they were still trying to figure out what was going on and would be in touch. As the representative hung up the phone, she was laughing about the situation with another team member. I have heard absolutely nothing further from Baked by Melissa in regards to this issue.Desired Settlement: I would like a replacement $50 e gift card that will actually be accepted on the website or a refund (it can even go back on the original card of purchase).

Consumer

Response:

At this time, I have not been contacted by Baked By Melissa, LLC. regarding complaint ID [redacted].Sincerely,[redacted]