Bubbies Homemade Ice Cream & Desserts, Inc.

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Bubbies Homemade Ice Cream & Desserts Inc has been assisting organizations in Hawaii and on the mainland  through our fundraising program for the past 12 years. We started with [redacted] Elementary School and over the past 12 years have generated a surplus of ·$300,000.00 for...

the school. In fact on November  23rd we will again assist the school in raising $30,000 for the one day pick -up.The UH Manoa Chapter of [redacted] participated in a fundraiser  with us last semester and I have enclosed the email we received on August 27, 2014 inquiring about an additional fundraiser and thanking us forthe success of their past one. [redacted] was our initial contact person and as you can read in her email, she apologized for being late last time in picking up their order and also stated "which won't be happening again". This past September, [redacted] who oversees the fundraising program­ sent an email to [redacted] explaining all the details as to the requirements needed for a Bubbies fundraiser. "Risa"on 9-5-14 emailed[redacted] confirming the pick -up date and that she would be the new chairperson. Eleven days later [redacted] emailed [redacted] again to now inform her that "[redacted]" would be the new chairperson. From October15th- 30th [redacted] and I were in France partaking in Sial 2014- a large! gourmet food show which takes place every other year. [redacted] was to have called in or emailed her final count for the event no later than October 14, 2014.The actual totals were received on October 3 days after the due date . Deadlines are needed so that we can make sure enough stock is on hand not only for the fundraisers but for all of Bubbies wholesale customers. At some point  after we returned and prior to the pick -up date of November  6th [redacted] had spoken with [redacted] to verify the count and to discusshow many colors would be needed and the amount of dry ice to insure the integrity of the product. [redacted] agreed to bring 3 fishe·rman coolers and she also requested to purchase an additionally pounds of dry ice. 6:30AM was the agreed pick up time and that they needed the product to remain frozen until 2:30 PM that afternoon. [redacted] then computed the amount of dry ice needed for the 3 fisherman coolers and the total amount of monies owed for the fundraiser including the dry ice needed to maintain the product. Please note a fisherman cooler is approximately 43" x20" x21" and can hold 100 retail boxes of mo[redacted] ice cream and is always the cooler of choice. Based on their order of 219 boxes, 3 fisherman coolers would have been more  than adequate. What was brought  on 11-6 was 4 small coolers­ approximately 24" x 14" x 14.5" which only accommodated two thirds of their order.As stated previously the pick- up was to be at 6:30A.M. at the hubbies factory in Halawa Valley. In addition we had a total of 4 fundraiser pick-ups scheduled for that Thursday and each group had a specific time  slot allotted for such. At 6:25A.M. [redacted] called [redacted] to inform her that she just woke up and would be late. [redacted] offered to rearrange her pick time to 8:00A.M after the next group was finished but [redacted] informed [redacted] that was unacceptable and was displeased about a change.. She said that her colleague, was on her way and [redacted] informed her that if she starts to pack their order and the next group arrives on time at 7:15A.M. she would stop working on theirs and attend to the next group as it would not be fair to make them wait due to [redacted]'s tardiness yet again. Silence was all that was heard.Bubbies factory is a [redacted] secured facility([redacted]) which means only authorized  individuals are allowed in the facility unless signed in and escorted by a Bubbies representative There is a large sign with 2 inch lettering right next to the entrance  door which clearly states "DESIGNATED SCREENING AREA- UNAUTHORIZED ACCESS PROHIBITED". [redacted]'s colleague ([redacted]) arrived at the factory at 6:40A.M. (a good ten minutes late) and when one of the employees opened the door believing it was a fellow employee arriving for work- he instructed 'her to wait outside for [redacted]. At 5:30A.M. production commences  in many aspects of the factory and by 7:00A.M Bubbies25 employees are in total production. Please understand we are not sitting around  talking story there is a great deal of movement among staff and much action. [redacted] was escorted into  the factory  at 6:46 A.M. which is clearly documented by our surveillance system's tape for November 6th. [redacted]'s
I am always amazed when an individual can assess an individual's work performance when they have never before performed the tasks involvedor have knowledge of what is required to complete the task. According to [redacted] took a very long time  to place the individual ice creams in my colleague's coolers and then decided  "they were too small". I can assure you [redacted] was not deliberately taking a long time to pack the coolers but instead was trying her best to place as many boxes in the coolers supplied. The coolers supplied were too small as two  thirds of the order could not be packed with what was at hand as these weren't fisherman  sized as was expected.Bubbies prides itself on making the world's best mochi ice cream and we do not allow any product  that is shipped anywhere in the world to leave our facility unless packed correctly.We have become very adept at fundraisers and when we are informed as to what type/size coolers a group has at their disposal we are extremely careful to make sure that what the group brings for pick up works for everyone involved. If I have any doubt  that the product may be compromised in any way the mo[redacted] will not leave the factory. If the mo[redacted] is not packedcorrectly and someone receives melted product  from the fundraiser  which  was no fault of Bubbies but rather  how it was mishandled- Bubbies image is tarnished and not the fundraising group's. We work  way too hard- use top quality  ingredients- that I will never knowingly allow a group to leave the facility without the proper  coolers and the correct amount  of dry ice needed to maintain_the integrity of the product
Bubbies' is an international comp ny and we ship product by air freight to France,Sweden, Dubai, Switzerland,Guam, Korea and all accross the mainland. We do such with "the card board hand- made box and tapped Styrofoam" so eloquently described by [redacted]. The coolers that we make up have Styrofoam that has an R rating equivalent of a 3 inch- one fold thick sheet yet it is only 3/4inch thick. The freezer bag that we place in the cooler box has an R factor of 10 which greatly increases the holding time for the product. We can ship to Dubai for example with an outside temperature of 120 degrees F and keep a cooler of mo[redacted] in perfect condition 42-48 hours after shipping with our card board hand - made box and tapped Styrofoam! We regularly ship over 200 coolers per week to the mainland and just today we sent 38 coolers to Korea all with the exact cooler sold to [redacted]. Additionally, [redacted] was charged $30.00 per cooler with the dry ice included which is Bubbies' cost to purchase the materials to make the cooler. The coolers received by the Honor Society were of much higher quality in keeping product integrity then any of the ones brought by the group. [redacted]'s arrogant immaturity and the ignorance demonstrated from a student of higher education is appalling to me.In order for the "Honor Society" to carry on with their fundraiser we offered to sell them our coolers at cost which we were under no obligation to do. At this point the 7:15A.M. fundraiser had arrived and [redacted] was informed that she would now have to wait as she was informed earlier. The 7:15A.M. fundraiser was more than twice the size of [redacted]'s consequently would require more time to pack. Due to the fact that they arrived on time with the proper coolers it w.ent smoothly. The attitude and impatience expressed by [redacted] was apparent so [redacted] pulled an employee off the production line to assist in packing the rest of the order so that they could continue with the fundraiser later that day. [redacted] arrived sometime at the factory at 7:30A.M. and called [redacted] complaining how they were being inconvenienced. [redacted] was short with her as she was in the middle of assisting the 7:15A.M. group and did not want them to be delayed due to the inconsiderate "honor'' group. [redacted] called the factory I more times interrupting my office manager's work demanding to speak with a manager but was denied as I was engaged in assisting [redacted] and dealing with production issues. Just because someone demands attention does not mean we all stop to cater to that individual when other issues may be pressing at the time and in reality the real issues were that  1) they were late for their appointment.2) did not bring the correct coolers 3) needed tp supply them with Bubbies coolers to bail them out  4) rework the invoice due to purchased coolers and 5) paid by credit card which we only can process via the computer and only two individuals have access which further delayed their exit. It is apparent that the honor society believes they can act in a rude manner and expect special treatment all at the expense of other customers.It is quite obvious that according to [redacted] the "customer is always right" no matter what actions or lack of or attitude they may bring to a situation. I am one that will be patient up to a point but when an individual or group through their actions and attitude tests my patience I will become quite firm and direct in my actions. I find it incredulous that a group will hide behind the auspices of an honor society at Manoa and then secretly record conversations.People need to take responsibility for their actions and not feel that because they are the customer the vendor can be treated however they desire and the vendor must accept their behavior because they're entitled. The entitled attitude that is displayed by [redacted] is clearly apparent and it saddens me that this is the mentality of a spoiled college organization. We went above and beyond the call to meet their needs after they arrived late, did not have the proper coolers as promised and had an entitled attitude to boot which made our job to assist them much more difficult and distasteful.We work with hundreds of groups each year to help assist them raising funds for various projects and normally everything goes extremely smoothly and a total positive experience is had by all involved. I have included a list of the fundraisers just for this month of November 2014 as an example. WE had a fine experience with this group when under a different chairmanship and obviously it went poorly this time by a group that is not detail oriented and one with an entitlement mentality. We believe we met all of their needs under very hostile conditions and nothing further is needed. At any time during the pick­ up the women could leave if so dissatisfied as at that point we had not received any payment and they could have refunded the monies collected if they chose such direction. The bottom line the group raised over $1200.00 for their organization.