Cold Stone Creamery #23419

We have been in direct communication with the customer regarding her experience with this purchase, throughout the entirety of our research of the situation. We have corrected all issues surrounding the refund, and have contacted the customer today, 8/17, with the results. The facts are
as follows: On 7/18, the customer purchased an online cake for $34.99. We processed the transaction, delivered the cake, and about a week later found that the customer was dissatisfied with the cake. To maintain good customer relations, we offered to refund the cake despite our knowledge that the cake was well decorated and well made. This refund took place on 7/27, however, our staff incorrectly and inadvertently , processed the transaction as a charge, in error. This resulted in another charge for $34.99, totaling $charged to the customer until that point. We recognized the error when the customer brought it to our attention, and processed another transaction to refund $on 8/3. However, once more, this was done with the same procedural error and resulted to be what looked like another charge on Ms***'s bank account. However, in recognition of the repeat error, we immediately processed a same-day VOID transaction that cancelled the final $69.98, and caused a net $charge in settlement on Ms***'s account. I have verified this with our merchant service provider and have supporting documentation. I have also verified the net settlement of $with the customer's financial institution over the phone (the charge and the void cross-cancelled each other). The customer has chosen not to follow up with this information regarding the final settlement of her account and we understand that she did close her account on 8/with further created miscommunication and issue for us to resolve timely. As for the two charges of $on 7/and $on 7/27, we refunded those in cash directly to the customer in store and have supporting documentation for that. In total, we charged $twice, refunded the $cash to the customer for those two charges, and the $charged on 8/was voided same day for a net charge of $0. This brings the net refund back to $owed from our store. This information, along the way, was not properly communicated as the customer became too impatient for us to resolve the matter and communicate with her before she had taken action. We hope this resolved this matter along with our direct communication to the customer today, we have apologized to the customer for the inconvenience, and have asked her to accept this resolution as factual.Regards, Cold Stone/Blimpie, Newberg OR

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***-***

We have been in direct communication with the customer regarding her experience with this purchase, throughout the entirety of our research of the situation.  We have corrected all issues surrounding the refund, and have contacted the customer today, 8/17, with the results.  The facts are...

as follows:  On 7/18, the customer purchased an online cake for $34.99.  We processed the transaction, delivered the cake, and about a week later found that the customer was dissatisfied with the cake.  To maintain good customer relations, we offered to refund the cake despite our knowledge that the cake was well decorated and well made.  This refund took place on 7/27, however, our staff incorrectly and inadvertently , processed the transaction as a charge, in error.  This resulted in another charge for $34.99, totaling $68.98 charged to the customer until that point.   We recognized the error when the customer brought it to our attention, and processed another transaction to refund $69.98 on 8/3.  However, once more, this was done with the same procedural error and resulted to be what looked like another charge on Ms. [redacted]'s bank account.  However, in recognition of the repeat error, we immediately processed a same-day VOID transaction that cancelled the final $69.98, and caused a net $0 charge in settlement on Ms. [redacted]'s account.  I have verified this with our merchant service provider and have supporting documentation.  I have also verified the net settlement of $0 with the customer's financial institution over the phone (the charge and the void cross-cancelled each other).  The customer has chosen not to follow up with this information regarding the final settlement of her account and we understand that she did close her account on 8/3 with further created miscommunication and issue for us to resolve timely.  As for the two charges of $34.99 on 7/18 and $34.99 on 7/27, we refunded those in cash directly to the customer in store and have supporting documentation for that.  In total, we charged $34.99 twice, refunded the $69.98 cash to the customer for those two charges, and the $68.98 charged on 8/3 was voided same day for a net charge of $0.  This brings the net refund back to $0 owed from our store.  This information, along the way, was not properly communicated as the customer became too impatient for us to resolve the matter and communicate with her before she had taken action.  We hope this resolved this matter along with our direct communication to the customer today, we have apologized to the customer for the inconvenience, and have asked her to accept this resolution as factual.Regards, Cold Stone/Blimpie, Newberg OR

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]