Buttercooky Bakery

We have been coming here for many years every time we celebrate or satisfy our cravings for sweet baked goods. We loved their cake because it was delicious, and we could customize what flavors we wanted for our cake. They are so accommodating and cater our needs about our order. Their cupcakes are also good. It's not too sweet, and it suits my taste buds.

Dear Revdex.com, Due to the subjective nature of our industry, one customer may be thrilled with the appearance of their cake while another may notWe work from a variety of images, and have to interpret them into a design for a cakeIf upon pick up the customer is not happy with the appearance of their cake, we make every effort to correct whatever issue they may have if they voice their concern to usWe are happy to oblige, and have even delivered cakes to the desired event in an effort to make the changes needed to satisfy our customersIf we offer to fix the cake, but the customer, for whatever reason, decides to forego this option, it is unfair to hold us accountable any longerThey came to our establishment, saw the cake, accepted it, and left the store with itOnce it leaves our premises, there is no longer anything we can do.In regards to the quality of the cake, the customer brought the cake back to our store for us to seeThe cake was absolutely moist and deliciousMultiple members of our staff, including myself, tasted the cake and found no issue with itThis claim was unwarranted, so I do not even feel the need to address it further after sampling the cake myself.We do our best to serve our customers, and often go above and beyond what is reasonable to make them happyWe fulfilled every aspect of our obligation in the business transactionWe went a step further by offering a store credit, even though we had delivered on our end.Thank you for your time and attentionBest,Michelle B [redacted]

We have our store policy, and for good reason We cannot be held liable for our products once they leave our premises [redacted] 's initial complaint made no mention of her taking Herbal Tea in lieu of monetary reimbursement Additoinally, the hair was on the frosting of the cake, not in the filing, not in the batter, and not "entwined" as [redacted] claims As a long time customer never having a similar experience in the past, this was clearly a situation that is an extremely rare occurrence in our facility So, taking a new cake or store credit is utterly reasonable But, since she is a long time customer, we made an exception for [redacted] And, even after that, she has made a vendetta against our store, and has gone to every available review outlet to slander us We try to accommodate our customers to the best of our ability and pride ourselves on our customer service

*** *** *** purchased her cake on 7/*/from our *** *** locationUpon discovering the hair in her cake, she brought the item back to our storeOnce our products leave our premises, they can be tampered with in a multitude of ways, and we cannot be held responsible for this
Regardless of this fact, upon her complaint, *** *** was offered a new cake of the same value, or store creditShe still was not satisfied with this, so she took boxes of our herbal tea in lieu of any monetary reimbursementWe have store policies for a reason, and were still willing to work with *** *** in an effort to make her happy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
From the state of the product and the hair entwined in the cake, it was obvious that the hair was left on the cake while it was being preparedThis fact is cemented in the fact that the workers would not let me take a picture of the cakeIt is absurd to suggest that a customer, especially one whose family has come to Buttercooky for every occasion for years, would "tamper" with the cake That would serve no purpose The entire cake was returned within minutes for a refund It was not as though the cake or even part of the cake was eaten and then I attempted to return it Additionally, the return policy is noted nowhere in the store other than on the receipt, which serves no one but the business since the customer does not see the return policy on the receipt until after completing the purchase I reluctantly took the tea because I was informed that there was no other option if I did not want another baked good Again, taking another baked good in such a situation makes no sense Clearly the lack of hair nets and the unsanitary conditions has impacted the quality of Buttercooky's products and any reasonable person would understand why a customer would want a refund rather than risk the embarrassment and disgust that comes along with serving a product that has been made so carelessly I would gladly return the tea in exchange for my money back, because the reality is that times are tough financially After leaving the bakery, I was unable to afford a replacement dessert for my family because I had spent my last $on the compromised productIt is very sad that a successful business would pick on a young woman who has very little I can assure you that twenty dollars means much more to me than it does to ButtercookyAs a long time customer, I would have returned to Buttercooky in the future in spite of this incident if I had been treated with a shred of respect Rather, I was treated rudely and cannot overlook this The way this situation was handled does nothing to make Buttercooky a "better business" as this process serves to do It is appalling that someone who got her Sweet cake at Buttercooky years ago is left with such a negative view of a business she once lovedA business with any ethics would give the consumer a refund of her hard earned money and take responsibility for their shortcomings
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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:

The response from the bakery is disappointing. It must be easy to suggest not picking up the ordered cake, while I have guests waiting within the next hour! What was I supposed to do, leave without a cake for my granddaughter's birthday?I am appalled at the lack of empathy from the management. As far as the character cake appearance is concerned, surely there is a difference in Elmo "full body shaped" character (shown to us at the time of placing the order) vs serving us instead with a large red faced round cake with large eyes. We are not talking about a subtle subjective difference here, it was a completely different cake than the one ordered! Sure. I see (NOT) how the two are similar?!!When we brought the cake back, the front staff tasted the cake in front of us, and agreed on the dryness and even commented that this was a trend on long busy weekends where cake standards drop, specially if the manager isn't around, and that we must report this to the manager. The manager however was evading us while we were at the store, as well as on the phone over the following days,despite multiple requests. A face to face encounter would have been appreciated. Offering us a store credit of 25% while we brought back 50% of the cake isn't really much of an obligation, but thank you. We had been a loyal customer since 4 yrs, and made numerous referrals to this bakery, but we are very disappointed this time. A heartfelt apology would have been appreciated but this is very poor customer service!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

This is by no means reasonable and is unacceptable.  The hair clearly got into the cake during the baking process and even the girl working agreed with me. I was advised to take the tea because I was told they were unwilling to hold on to the cake and in fact would not even let me see it once it was back in their possession. If that's not evidence of guilt, I do not know what is.   And yes I was told to take the tea because the manager was going to call me when she was "on the clock" or the owner would be in contact since he had "left for the day" and I was told that at that point we could discuss a refund.  I have no use for tea, I only took it under the threat that I'd get nothing.  And yes as a long time customer I will continue to make my story known because the public deserves to know how you treat loyal customers. All you had to do was the right thing in a situation that was clearly YOUR fault. It is more than cake, it's a lifetime of memories at Buttercooky all ruined because you have no respect or integrity.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com, Due to the subjective nature of our industry, one customer may be thrilled with the appearance of their cake while another may not. We work from a variety of images, and have to interpret them into a design for a cake. If upon pick up the customer is not happy with...

the appearance of their cake, we make every effort to correct whatever issue they may have if they voice their concern to us. We are happy to oblige, and have even delivered cakes to the desired event in an effort to make the changes needed to satisfy our customers. If we offer to fix the cake, but the customer, for whatever reason, decides to forego this option, it is unfair to hold us accountable any longer. They came to our establishment, saw the cake, accepted it, and left the store with it. Once it leaves our premises, there is no longer anything we can do.In regards to the quality of the cake, the customer brought the cake back to our store for us to see. The cake was absolutely moist and delicious. Multiple members of our staff, including myself, tasted the cake and found no issue with it. This claim was unwarranted, so I do not even feel the need to address it further after sampling the cake myself.We do our best to serve our customers, and often go above and beyond what is reasonable to make them happy. We fulfilled every aspect of our obligation in the business transaction. We went a step further by offering a store credit, even though we had delivered on our end.Thank you for your time and attention. Best,Michelle B[redacted]

We have our store policy, and for good reason.  We cannot be held liable for our products once they leave our premises.  [redacted]'s initial complaint made no mention of her taking Herbal Tea in lieu of monetary reimbursement.  Additoinally, the hair was on the frosting of the cake, not in the filing, not in the batter, and not "entwined" as [redacted] claims.  As a long time customer never having a similar experience in the past, this was clearly a situation that is an extremely rare occurrence in our facility.  So, taking a new cake or store credit is utterly reasonable.  But, since she is a long time customer, we made an exception for [redacted].  And, even after that, she has made a vendetta against our store, and has gone to every available review outlet to slander us.  We try to accommodate our customers to the best of our ability and pride ourselves on our customer service.