Baker's Kitchen, LTD.

In regards to the customer's statement, we would like to
provide our details of this matter. Upon delivery of the cake to the venue, we
received a call stating that the cake had been delivered without any flowers.
We were told that we had their decorations and a topper and that the cake
arrived...

undecorated. (The cake did have buttercreme dot decorations and a
silver ribbon, as well as the riser that was delivered with the cake). We
placed the caller on hold and immediately set put to find the decorations. We
searched our kitchen fully and did not find any decorations with the bride's
name on them. We returned to the line and informed the caller that we did not
locate any flowers or a topper for them. The caller proceeded to tell us that
they had sent us a box of decorations by mail. We placed them on hold again and
went to look for a package. We did locate a [redacted] box that was delivered, a few
days prior, from Ms. [redacted], which simply stated her name and [redacted] and
an address. We then opened the box and realized it included her flowers,
pearls, and a topper, with a note inside the box, mentioning the items. Since
there was no indication on the outside of the box, stating it was for a wedding
cake or decorations were enclosed, we placed the box on the owner's desk (as it
appeared to contain personal/important documents). Once we realized these were
the decorations, we immediately sent the decorator and driver out again to fix
the matter. They completed putting the flowers, pearls, and topper on the cake,
prior to any guests arhving and the venue set-up being finalized. The
mother-of-the-bride even came over to let our decorator and driver know that
she was a bit concerned and she was happy to see that the decorations had been
located and the cake looked beautiful. In her statement, the customer mentioned
she was told that she did not have to call when the box was mailed out. This is
not our usual practice; we generally request a follow-up if something has been
mailed/shipped to us; to ensure that we received the item(s) in a timely
fashion. Most of the time, our clients will call to let us know they are
sending items or to ask if we have received items they have shipped. If the box
had information on the outside, pertaining to 'wedding decorations' or '[redacted]
wedding,' we may have avoided this situation. When the cake riser was returned
to us, Ms. [redacted]' father-in-law expressed his frustration with the flower
situation, to our manager. At that time, our manager suggested that she have
the owner give him a call regarding the matter. After speaking with the owner,
Ms. [redacted]' father-in-law came to an agreement of $100 reimbursement. We wrote a
check for $100 on 04/14/2015 and it was mailed to [redacted] at the
following address: [redacted], which was given
to us by her father-in-law. We later received notification that the check had
never arrived, so we had the check voided and sent out another check
approximately April 28"^. The first check we wrote was returned to us,
about 3-4 weeks later (after receiving the Revdex.com complaint), from an employee at
the [redacted] gas station located near our shopping center. The envelope was
postmarked- Return to Sender, 04/27/2015, and included an Insufficient
Address-Unable to Fonward label on it. We have included a copy of the envelope,
in the email, for your review. We are truly sorry that the checks never
arrived. Had it been brought to our attention that the 2"'' check was not
received; we certainly would have done some research as to why that happened.
Perhaps the Florida address listed on the complaint is the correct address and
should have been given to us for mailing the checks? This was certainly not a
matter of stringing anyone along; we always work quickly to resolve any
customer issues that are brought to our attention. Again, we apologize that the
checks never arrived and it is unfortunate that the situation had to reach this
level.

Revdex.com spoke with the business. This check was send out on July 24, 2015 to the Florida address provided.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that a response was required.  For your reference, details of the offer I reviewed appear below.
I was told it was not required to place a call the store in order to let them know the box had been sent, I did offer, but was told it was necessary. Whenever I receive mail in my name, I open it, I was not aware "wedding" would have to be written in order to gain attention. Yes, I admit we could have called and pressed the issue again, but the first time we called we were met with irritance and blame. I felt that the chances of two checks being lost were slim and was worried that it was just going to be an endless cycle. My father in law claims that the address he provided both times were correct and I am unable to view the attachment to send it for his review. If you would like to try my Florida address, that is fine. We only attempted it to be sent to Glen Allen was for prompt delivery and safe keeping as we were out of the country.My address is as follows[redacted]
Regards,
[redacted]

Horrible customer service. Not happy with my cake after years of being a customer and referring many people to this business. Manager was absolutely horrible. Not helpful, unwilling to listen to my complaints, not willing to let me talk to the owner. Cake looks terrible. Not just the decorating but the actual shape... And it's a sheet cake!!!

Review: Per their request, we sent a box of decorations that were to be included on the wedding cake along with a note that gave them all the information needed as well as contact information. I was told I didn’t have to call them when it was mailed out, so I didn’t. The cake was delivered without any decorations, at first they said they did not open the box, but later said it was opened and they just didn’t do anything with it. Upon return of the cake riser (which was also not delivered with the cake at first) my father in law spoke with the owner and they came to an agreement of $100 reimbursement for the oversight. That check never arrived, so they voided and claimed to have sent out another one. That one also has not arrived. I believed that the first one could have gotten lost in the mail, but not two. I feel like they are just stringing us along.Desired Settlement: Delivery of the agreed upon $100 check.

Business

Response:

In regards to the customer's statement, we would like to

provide our details of this matter. Upon delivery of the cake to the venue, we

received a call stating that the cake had been delivered without any flowers.

We were told that we had their decorations and a topper and that the cake

arrived undecorated. (The cake did have buttercreme dot decorations and a

silver ribbon, as well as the riser that was delivered with the cake). We

placed the caller on hold and immediately set put to find the decorations. We

searched our kitchen fully and did not find any decorations with the bride's

name on them. We returned to the line and informed the caller that we did not

locate any flowers or a topper for them. The caller proceeded to tell us that

they had sent us a box of decorations by mail. We placed them on hold again and

went to look for a package. We did locate a [redacted] box that was delivered, a few

days prior, from Ms. [redacted], which simply stated her name and [redacted] and

an address. We then opened the box and realized it included her flowers,

pearls, and a topper, with a note inside the box, mentioning the items. Since

there was no indication on the outside of the box, stating it was for a wedding

cake or decorations were enclosed, we placed the box on the owner's desk (as it

appeared to contain personal/important documents). Once we realized these were

the decorations, we immediately sent the decorator and driver out again to fix

the matter. They completed putting the flowers, pearls, and topper on the cake,

prior to any guests arhving and the venue set-up being finalized. The

mother-of-the-bride even came over to let our decorator and driver know that

she was a bit concerned and she was happy to see that the decorations had been

located and the cake looked beautiful. In her statement, the customer mentioned

she was told that she did not have to call when the box was mailed out. This is

not our usual practice; we generally request a follow-up if something has been

mailed/shipped to us; to ensure that we received the item(s) in a timely

fashion. Most of the time, our clients will call to let us know they are

sending items or to ask if we have received items they have shipped. If the box

had information on the outside, pertaining to 'wedding decorations' or '[redacted]

wedding,' we may have avoided this situation. When the cake riser was returned

to us, Ms. [redacted]' father-in-law expressed his frustration with the flower

situation, to our manager. At that time, our manager suggested that she have

the owner give him a call regarding the matter. After speaking with the owner,

Ms. [redacted]' father-in-law came to an agreement of $100 reimbursement. We wrote a

check for $100 on 04/14/2015 and it was mailed to [redacted] at the

following address: [redacted], which was given

to us by her father-in-law. We later received notification that the check had

never arrived, so we had the check voided and sent out another check

approximately April 28"^. The first check we wrote was returned to us,

about 3-4 weeks later (after receiving the Revdex.com complaint), from an employee at

the [redacted] gas station located near our shopping center. The envelope was

postmarked- Return to Sender, 04/27/2015, and included an Insufficient

Address-Unable to Fonward label on it. We have included a copy of the envelope,

in the email, for your review. We are truly sorry that the checks never

arrived. Had it been brought to our attention that the 2"'' check was not

received; we certainly would have done some research as to why that happened.

Perhaps the Florida address listed on the complaint is the correct address and

should have been given to us for mailing the checks? This was certainly not a

matter of stringing anyone along; we always work quickly to resolve any

customer issues that are brought to our attention. Again, we apologize that the

checks never arrived and it is unfortunate that the situation had to reach this

level.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that a response was required. For your reference, details of the offer I reviewed appear below.

I was told it was not required to place a call the store in order to let them know the box had been sent, I did offer, but was told it was necessary. Whenever I receive mail in my name, I open it, I was not aware "wedding" would have to be written in order to gain attention. Yes, I admit we could have called and pressed the issue again, but the first time we called we were met with irritance and blame. I felt that the chances of two checks being lost were slim and was worried that it was just going to be an endless cycle. My father in law claims that the address he provided both times were correct and I am unable to view the attachment to send it for his review. If you would like to try my Florida address, that is fine. We only attempted it to be sent to Glen Allen was for prompt delivery and safe keeping as we were out of the country.