Ferrara Pastry, Inc.

Review: I visited Ferrara's on Saturday 1/**/16; I ordered pastries and gave the cashier a $50 to pay for the $6.25 charge. I was given $13.75 in change, an error that was not discovered until the next day. When checking my receipt, I noted that the cashier had entered my $50 as a $20, therefore producing the incorrect change. I returned to the bakery on 1/**/16 to resolve the issue. The manager was rude, demanding to know how he was supposed to trust me and informed me that I would have to call the business office. I understand why he was unable to address the issue at the moment, however, he could have stated something more professional and appropriate, such as, "I'm sorry to hear that happened, and I'm sure our business office can assist you to investigate the error." I called the business office several times, including but not limited to 1/**/16, 1/**/16, 1/**/16, 2/**/16, 2/**/16, 2/**/16 and 2/**/16. I spoke to various employees. Most importantly the owner, Adeline, on 2/**/16. She told me that the books for that date were not over, and that the video surveillance was looked at by herself (and her son) and that "no conclusive evidence" could be found to prove that I paid with a $50 and received incorrect change. I requested to see the calculations from their books as well as the video they watched. She agreed to email me the book calculations (I still have not received that email as of 2/**/16), and stated that I could come to the office to watch the video. I informed her that I live in California and that I need her to provide a digital version of the video. She stated she was not able to provide me with the two hours of footage that they watched. I asked her why they watched two hours of footage when I have the receipt timestamped at 8:51pm. I asked her to please watch the footage again at that timestamp, since that is when the transaction occurred. She agreed to do so and get back to me (which she has not done as of 2/**/16).Desired Settlement: I would like Ferrara's to acknowledge their error and make things right by refunding me the $30 cash they owe me.

Business

Response:

I am writing this letter to respond to the complaint of [redacted] Case ID: [redacted] from her visit to Ferrara Bakery & Café on 1/**/2016. After being a patron of Ferrara [redacted] claimed she came in to Ferrara the day after her purchase and spoke to a manager, without getting their name that she claimed was rude to her. She said they instructed her to call the office which she did do. When she called to say that she “believed” she paid with a $50.00 bill and demanded that she be reimbursed with the proper change. However there is no proof that she paid with a $50.00 bill and when we look at our computer record for the day we see that the cashier was neither short nor over for her till at the end of the day. We offered her a $25.00 gift certificate for the trouble even though we still had no proof, and she angrily declined. When looking at the cameras it came out as inconclusive as you cannot tell what bill any patron gave the cashier. The cashier had no $50.00 bills on that day included in her drop. Without any type of proof that she only was carrying $50.00 bills that day and or witnesses, other than family members with her that saw her pay with that how can we believe that she paid with this tender? When the cashiers that were on duty all stated they don’t recall this situation. However it is the customer’s responsibility to check and ensure that they got proper change from their bill on any transaction, prior to leaving an establishment or at least sooner than 24 + hours after. It was extremely reckless and careless on her part to not be responsible for her money at all times. After the search came up inconclusive for the cameras, how are we supposed to respond? The customer never even provided a copy of her receipt that says that she paid with a $20.00 bill. This shows that the character of this person is so undermining and sneaky and looking to get something for free from anyone that she can. Yes, the customer did call Ferrara numerous times during our search, but Ferrara contacted her numerous times as well. After all of this to get the imprudent person her money even though as a business we didn’t believe it was owed her, we sent her a check for the difference. This customer is still scheming even after she got what she wanted and a check was sent to her.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter of receiving the correct change has been resolved as I have received the check for $30.00 from the business on 3/*/16. While I am glad that the issue has been resolved, I remain disappointed in the attitude and response of the business. I accept responsibility for not counting my change when it was given to me on the night of 1/**/16, and expressed that ownership to the business owner several times. I also asked the business owner to provide proof to me of their investigation of the situation, including till records or video surveillance, which she verbally agreed to review and send me, but never did. When asked again for the till records, she then responded "those records don't mean anything, I could change those records to say whatever I want them to say." I find that statement alarming and concerning, as she is admitting that she could be a sneaky business person. She also never asked to see my receipt, then claimed I didn't have one in her response to my claim with Revdex.com. You will find an image of my receipt attached. I pursued the correction of this mistake on the matter of principle. I wonder why the business owner found my request so offensive and why she proceeded to treat me so disrespectfully. Her behavior, and the behavior of the manager I encountered on the evening of 1/**/16, are less than professional and not what I would hope for from a lovely bakery like Ferrara.

Sincerely,