Cold Stone Creamery #

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 $ 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/ 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 $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 $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 $ 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