Baked Sunnyside

Initial Business Response / [redacted] (1000, 5, 2016/07/01) */ To whom it may concern, My Name is [redacted] I am owner/operator of Baked Sunnyside I received a letter today on June 30, from the Revdex.com stating that there was a complaint and if I didn't respond by July 4, that it would result in a lower rating with Revdex.comThis is the second time that we have dealt with this customer about her complaintThis first was on June 3, where she contacted merchant services and tried to claim her money back by saying that we delivered a cake that fellBelow was my response to the claims department: On June 3, noticed a deduction from my checking account of $I called Bank of America and I was directed to merchant services, then I was directed to the claims/dispute departmentI didn't know why the amount had been removed from my bank accountWhen I asked why the money had been removed the lady said that I delivered a cake that fell over and so the customer had to throw away her cake and that it was unsalvageableFirst of all I was in shock to be treated and talked to like I was someone who had committed a crime or did something wrongSo now I am writing this letter so that! can have the $put back into my bank accountHere is the timeline from my end and I hope I include all items necessary being that I still haven't receive any documents in the mail like was suppose toI also know that I had a deadline of 6/22/to respond March 9, A Wedding cake was booked with Baked SunnysideThe bride and groom put a deposit of $down on their $wedding cake May 20, The sister of the bride/groom called in and paid the remaining balance of the cake of $ Sunday, May 22, A 5-tiered wedding cake was delivered to [redacted] Ave, [redacted] XXXXXThree people were on the delivery for this cake [redacted] (pastry Chef), [redacted] (head cake decorator), and [redacted] (owner/operator)We arrived around 5:45pm [redacted] assembled final flowers and final pieces on cake at the locationWe took pictures and left around 6:10pm May 24, Approxtime 11:00am The sister of the bride called the bakery and said that the cake had fallenWe asked the sister what time the cake had fallen and she had said that it fell during the reception later on during the ceremonyShe also said that when she arrived at 6pm that the cake was already leaningWe told her that we were still there at 6:00pm and that we had pictures of the cake in perfect conditionWe told her that maybe because the placement of the location of the cake where we were told to place the cake may have been a factorWe were told to put the cake on a table that was on the dance floorIt is not our responsibility to take care of the cake the rest of the nightWe told the sister that it is not our responsibility on who is around the cake or where the cake is placed after we leaveThere were cameramen with giant boxes rolling stuff all around the cake as well as camera cranes around the dance floorWe asked if she (the sister) could send any pictures of the cake that had fallenThe sister said that she would have to get the pictures from someone else because she didn't have anyThen she went on to threaten us by saying that we would be seeing the pictures all over social media and writing bad reviews so everyone could see themI quickly told her that I was in no way of being rude and that I was simply trying to continue the conversation by asking for proof and pictures that the cake had in fact fallen overWe told her that we have pictures of the cake with a time stamp of 5:59pm, which is the same time frame that the sister first told us when she arrived and had seen the cake tiltingToward the end of the conversation I asked her if she wanted my email address timesShe simply just hung up the phoneThis was the last time I spoke to the sister of the bride Right after this conversation my head cake decorator who built the cake and decorated the cake was in a text messaging conversation with the sister of the bride/groom [redacted] said she used wooden dowels for the bottom tiered cake, then used thick dowels, which is on all of our cakes for the remaining tiersDuring their text messaging conversation the following happened: [redacted] sent pictures of the cake with times on the pictures of 5:58pmThe sister said that our pictures didn't show the angle of which the cake was leaningShe then said that she would be sending pictures once the cameraman was able to download them and send them to the sister [redacted] never heard from the sister after this day Note: We never heard anything bad or negative from the bride or groom after delivering their wedding cake whom the cake order was placed with, who chose the flavors and fillings, and who chose the design of their wedding cake June 2, I noticed $being processed and removed from my bank account June 3, $was removed from my business checking account June 6, I called bank of America, then I was transferred to merchant services, then I was transferred to claims/dispute department where !was told that we delivered a cake that was falling over and I was told it fell and so it was unsalvageable therefore the customer received their money back June I called back the claims/dispute department and this time around I was able to talk to two ladies who were helpful and told me to write the letter and send it in by faxI called this second time because I didn't know it was legal for a customer to call and get their money backI was told that cardholders have a right to dispute purchases So now I am writing this letter (pictures will be provided after this final paragraph) in hopes to receive my money back because we did nothing wrong at allWe delivered a perfectly fine 5-tiered cake, 6" 8" 10" 12" and 14" rounds to the wedding venueWe were told to place the cake on a table, which was on the dance floorIf someone bumped into it while dancing or while walking around the cake then it is not our faultWe are not responsible of customers are careless on how they handle their cake after we deliver itWe have never had a cake fall over during transportation or while being placed on tableWe have also never delivered a cake that was placed on the dance floorAll of out cakes are place on a sturdy table away from guests and away from dance floorAlso, I have [redacted] as my witness who was in the same room when the sister called, she was on speakerphone so we both heard what she said Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Camera guy did not bump into cakeNo one was dancing as this happened during toastInstead of making up scenarios the business should be more understandingI paid partially for cakeI am not the bride but I paid the bakery therefore have every right to be heardI, the customer, paid for a productProduct was damaged by no fault of customer, other vendors, or guestsProduct was damaged prior to useI contacted the business, there was no option to leave voicemail the time of eventThe next day the business was closed; again no option to leave message as business phone had no voicemail optionTuesday 5/24/I was able to contact and let the business know of the issue, they were argumentative and did not resolve issueBusiness refuses to refund for their faulty, damaged, unsalvageable and unused productAs soon as I received the professional photo from cameraman I sent it to bakeryInstead of replying with information or helping or stating they are willing to aleviate issue the bakery stated that they cannot speak to me as advised by their "shop lawyer."

Initial Business Response /* (1000, 5, 2016/07/01) */
To whom it may concern,
My Name is [redacted] I am owner/operator of Baked Sunnyside.
I received a letter today on June 30, 2016 from the Revdex.com stating that there was a complaint and if I didn't respond by July 4, 2016 that it would...

result in a lower rating with Revdex.com. This is the second time that we have dealt with this customer about her complaint. This first was on June 3, 2016 where she contacted merchant services and tried to claim her money back by saying that we delivered a cake that fell. Below was my response to the claims department:
On June 3, 20161 noticed a deduction from my checking account of $435.00. I called Bank of America and I was directed to merchant services, then I was directed to the claims/dispute department. I didn't know why the amount had been removed from my bank account. When I asked why the money had been removed the lady said that I delivered a cake that fell over and so the customer had to throw away her cake and that it was unsalvageable. First of all I was in shock to be treated and talked to like I was someone who had committed a crime or did something wrong. So now I am writing this letter so that! can have the $435 put back into my bank account. Here is the timeline from my end and I hope I include all items necessary being that I still haven't receive any documents in the mail like 1 was suppose to. I also know that I had a deadline of 6/22/16 to respond.
March 9, 2016 A Wedding cake was booked with Baked Sunnyside. The bride and groom put a deposit of $435 down on their $870.00 wedding cake.
May 20, 2016 The sister of the bride/groom called in and paid the remaining balance of the cake of $435.00.
Sunday, May 22, 2016 A 5-tiered wedding cake was delivered to [redacted] Ave, [redacted] XXXXX. Three people were on the delivery for this cake. [redacted] (pastry Chef), [redacted] (head cake decorator), and [redacted] (owner/operator). We arrived around 5:45pm. [redacted] assembled final flowers and final pieces on cake at the location. We took pictures and left around 6:10pm.
May 24, 2016 Approx. time 11:00am The sister of the bride called the bakery and said that the cake had fallen. We asked the sister what time the cake had fallen and she had said that it fell during the reception later on during the ceremony. She also said that when she arrived at 6pm that the cake was already leaning. We told her that we were still there at 6:00pm and that we had pictures of the cake in perfect condition. We told her that maybe because the placement of the location of the cake where we were told to place the cake may have been a factor. We were told to put the cake on a table that was on the dance floor. It is not our responsibility to take care of the cake the rest of the night. We told the sister that it is not our responsibility on who is around the cake or where the cake is placed after we leave. There were cameramen with giant boxes rolling stuff all around the cake as well as camera cranes around the dance floor. We asked if she (the sister) could send any pictures of the cake that had fallen. The sister said that she would have to get the pictures from someone else because she didn't have any. Then she went on to threaten us by saying that we would be seeing the pictures all over social media and writing bad reviews so everyone could see them. I quickly told her that I was in no way of being rude and that I was simply trying to continue the conversation by asking for proof and pictures that the cake had in fact fallen over. We told her that we have pictures of the cake with a time stamp of 5:59pm, which is the same time frame that the sister first told us when she arrived and had seen the cake tilting. Toward the end of the conversation I asked her if she wanted my email address 3 times. She simply just hung up the phone. This was the last time I spoke to the sister of the bride.
Right after this conversation my head cake decorator who built the cake and decorated the cake was in a text messaging conversation with the sister of the bride/groom. [redacted] said she used wooden dowels for the bottom tiered cake, then used thick dowels, which is on all of our cakes for the remaining 4 tiers. During their text messaging conversation the following happened: [redacted] sent pictures of the cake with times on the pictures of 5:58pm. The sister said that our pictures didn't show the angle of which the cake was leaning. She then said that she would be sending pictures once the cameraman was able to download them and send them to the sister. [redacted] never heard from the sister after this day.
Note: We never heard anything bad or negative from the bride or groom after delivering their wedding cake whom the cake order was placed with, who chose the flavors and fillings, and who chose the design of their wedding cake.
June 2, 2016 I noticed $435 being processed and removed from my bank account.
June 3, 2016 $435 was removed from my business checking account.
June 6, 2016 I called bank of America, then I was transferred to merchant services, then I was transferred to claims/dispute department where !was told that we delivered a cake that was falling over and I was told it fell and so it was unsalvageable therefore the customer received their money back.
June 712016 I called back the claims/dispute department and this time around I was able to talk to two ladies who were helpful and told me to write the letter and send it in by fax. I called this second time because I didn't know it was legal for a customer to call and get their money back. I was told that cardholders have a right to dispute purchases.
So now I am writing this letter (pictures will be provided after this final paragraph) in hopes to receive my money back because we did nothing wrong at all. We delivered a perfectly fine 5-tiered cake, 6" 8" 10" 12" and 14" rounds to the wedding venue. We were told to place the cake on a table, which was on the dance floor. If someone bumped into it while dancing or while walking around the cake then it is not our fault. We are not responsible of customers are careless on how they handle their cake after we deliver it. We have never had a cake fall over during transportation or while being placed on table. We have also never delivered a cake that was placed on the dance floor. All of out cakes are place on a sturdy table away from guests and away from dance floor. Also, I have [redacted] as my witness who was in the same room when the sister called, she was on speakerphone so we both heard what she said.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Camera guy did not bump into cake. No one was dancing as this happened during toast. Instead of making up scenarios the business should be more understanding. I paid partially for cake. I am not the bride but I paid the bakery therefore have every right to be heard. I, the customer, paid for a product. Product was damaged by no fault of customer, other vendors, or guests. Product was damaged prior to use. I contacted the business, there was no option to leave voicemail the time of event. The next day the business was closed; again no option to leave message as business phone had no voicemail option. Tuesday 5/24/2016 I was able to contact and let the business know of the issue, they were argumentative and did not resolve issue. Business refuses to refund for their faulty, damaged, unsalvageable and unused product. As soon as I received the professional photo from cameraman I sent it to bakery. Instead of replying with information or helping or stating they are willing to aleviate issue the bakery stated that they cannot speak to me as advised by their "shop lawyer."