Cakes.com

Subject: Complaint, ID [redacted]Dear Ms. [redacted]:Thank you for notifying us of the complaint submitted by a consumer regarding one of our products.  We regret the issue with the product and that the consumer was not satisfied with the response she received.Our primary business proposition is as...

a distributor of bakery products and supplies to thousands of independent and in-store bakeries.  We also have a small internet-based business for sales to semi-professional and in-home decorators.  Because the consumer did not purchase the product from our company, either directly or from our website, the Customer Support Specialist was unable to locate any record of the customer or the purchase.  As is our protocol, the consumer was advised to return the product to the store from which it was purchased.  Unfortunately, upon further interaction, the situation was not escalated to a supervisor for satisfactory resolution.  And, clearly, not responding is not an acceptable response!As corrective action, we are taking the following actions:     1. Our Senior Customer Support Manager will contact the consumer directly to resolve the situation to her satisfaction, including replacement of the item if desired and apologizing for her customer service experience;     2. Using this situation as an example, all Customer Support Specialists will be coached on how to handle such scenarios reminded to escalate to a higher authority as need be.  A key message will be: Not responding is not acceptable!We trust this situation will be resolved amicably and the complaint closed.  If I can provide any additional information, please feel free to contact me directly.  Thank you for your assistance.Sincerely,Clyde [redacted]Vice-President, Technical ServicesCakes.com [redacted]original document attached.