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Devine Cake Design

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Devine Cake Design Reviews (1)

Revdex.com, Thank you for reviewing our response to complaint #[redacted]. We have a business page on www.thumbtack.com, this introduces qualified vendors directly to consumers seeking services. Upon a notification we were introduced to Bisi, who was looking for a wedding cake and that was where our...

initial communication began. [redacted] stated she needed a wedding cake and a cake tasting. Her tasting and order was placed on 08/06/2017, her cake was to be delivered by 09/09/2017. We explained and it’s stated in our contract, there is a $25 fee for all cake order tastings, but if you place your order with us, that fee is applied to the balance of your order. We have never had an issue with this fee because it covers our product used and time for tasting preparation. It’s pretty standard in the specialty cake business. The day of the tasting, [redacted] did not have cash to cover the fee so we included it in her deposit which we received on 08/06/2017. It was a $175 deposit and $25 tasting fee, $200 in total. This deposit is our retainer, which 1. Allows us to place orders for product and ensure timely delivery of said products to us 2. Secures the date/time frame in which we need to design, bake and build your specific order, not allowing us to accept additional orders. We received another check of $300 from [redacted] on 08/22/2017 which we never cashed.  We did not pursue further payment other than the original $200 because we were empathetic to [redacted] situation that her soon to be husband was already married. However, when speaking to the venue where [redacted] was holding her wedding about this specific order, they stated that the wedding was cancelled due to a death in the family, which we found odd. [redacted] also stated on her review/complaint to Thumback that we cashed her $300 check, which we did not do. She told us to tear it up, which is exactly what we did immediately. If you cancel your order within 30 days of delivery, full payment is due. This is written in our contract which [redacted] signed and is typically non-negotiable. The tasting fee is only returned if you book your order, which she cancelled on 08/25/2017, 15 days before delivery. [redacted] asked to apply the fees to a birthday cake however these fees are applied to a single order and cannot be transferred to additional orders. In most cases and in [redacted] case specifically the products purchased for the wedding cake would not be transferrable to a birthday cake. We even UPS mailed her some items because they cannot be used for other orders, we have no use for them, and would not keep them for our own usage. On 09/02/2017 we started to receive messages from [redacted] demanding her deposit, 7 days before her would be delivery. We sent her photos of the contract she signed even-though she had copies for her records and explained in detail we could not refund any funds because it was within the 30 day window and we had already made purchases for her specific order. We do this specifically to protect ourselves against last minute cancellations because certain orders contain items we cannot use on other orders. On 09/03/2017 [redacted] began sending multiple bullying and threatening messages to us which we have on file. It was then, we contacted our attorney as we felt personally threatened and harassed by her. He has records of all of our correspondence as well. Until this point, we have never had an issue with any customer we could not rectify immediately and without threats or harassment involved. We have been awarded by Thumbtack.com for “Top Pro 2016” & “Best of 2016” and “Top Pro 2017” & “Best of 2017.” We also hold a 5 star rating via [redacted] and [redacted]. We stand firmly by our company policy, which is in place specifically for reasons of this nature and we refuse any return of deposit. Thank you for your time, we appreciate you looking into the situation. We are happy to forward all correspondence and copies of our signed contract with [redacted] if needed. Please let us know if there is anything else we may provide.Best, Roseanna [redacted]

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Address: 12426 Rockingham Pike, Westchester, Illinois, United States, 60154-4145

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