Frostings Bake Shop

At Frostings Bake Shop, we value our customers and work hard to ensure that their expectations are met and hopefully exceeded at every opportunity With regards to this situation, we are aware that due to unforeseen issues that occurred in the baking of an 8" gluten free cake, the finished product that the customer received was slightly smaller in height than a previous cake she had ordered The height difference of the cake, however, was no where close to 1/the size of the previous cakes the customer had purchased While that claim is false, we did bear a responsibility to make our customer wholeTo make up for the 2-lost servings in the cake, we offered the customer an additional cupcakes for no charge- more than double the servings that she was missing We value all of our customers, certainly those who have been loyal and repeat customers and in the rare circumstances when we have disappointed them, we try to be as fair and accommodating as possible As the customer stated in her original email complaint to me, the decorator had "done a fantastic job on the cake," so it seemed as though the issue we needed to resolve was the missing servings that resulted from the slight height difference in the cake For this reason, I think that our initial gesture of an additional cupcakes to take with her on the day of the event combined with my subsequent offer for additional free cupcakes - a $value - was more than fair in an effort to apologize for our oversight

At Frostings Bake Shop, we value our customers and work hard to ensure that their expectations are met and hopefully exceeded at every opportunity. With regards to this situation, we are aware that due to
unforeseen issues that occurred in the baking of an 8" gluten free cake, the finished product that the customer received was slightly smaller in height than a previous cake she had ordered. The height difference of the cake, however, was no where close to 1/the size of the previous cakes the customer had purchased. While that claim is false, we did bear a responsibility to make our customer wholeTo make up for the 2-lost servings in the cake, we offered the customer an additional cupcakes for no charge- more than double the servings that she was missing. We value all of our customers, certainly those who have been loyal and repeat customers and in the rare circumstances when we have disappointed them, we try to be as fair and accommodating as possible. As the customer stated in her original email complaint to me, the decorator had "done a fantastic job on the cake," so it seemed as though the issue we needed to resolve was the missing servings that resulted from the slight height difference in the cake For this reason, I think that our initial gesture of an additional cupcakes to take with her on the day of the event combined with my subsequent offer for additional free cupcakes - a $value - was more than fair in an effort to apologize for our oversight

At Frostings Bake Shop, we value our customers and work hard to ensure that their expectations are met and hopefully exceeded at every opportunity. With regards to this situation, we are aware that due to unforeseen issues that occurred in the baking of an 8" gluten free cake, the finished
product that the customer received was slightly smaller in height than a previous cake she had ordered. The height difference of the cake, however, was no where close to 1/the size of the previous cakes the customer had purchased. While that claim is false, we did bear a responsibility to make our customer wholeTo make up for the 2-lost servings in the cake, we offered the customer an additional cupcakes for no charge- more than double the servings that she was missing. We value all of our customers, certainly those who have been loyal and repeat customers and in the rare circumstances when we have disappointed them, we try to be as fair and accommodating as possible. As the customer stated in her original email complaint to me, the decorator had "done a fantastic job on the cake," so it seemed as though the issue we needed to resolve was the missing servings that resulted from the slight height difference in the cake For this reason, I think that our initial gesture of an additional cupcakes to take with her on the day of the event combined with my subsequent offer for additional free cupcakes - a $value - was more than fair in an effort to apologize for our oversight.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Hi there ***Thank you for speaking with me as I couldn't respond to the business due to illnessI would like to share that when telling the owner that the baker did a good job, that was on the FIRST cake I was asking them to replicateI also shared that he did a good job with the cake topper of the cake that I am complaining aboutNOT the cakeI have given frosting times and months of chances to fix the quality of their cakesTwo were great and two were horrible, and I won't give them a 5thI have shared my concern with the owner, so there should be zero thought of feeling as if I was satisfied with a situation unless already stated from my mouth (which it was not)I would like my money backNot cupcakesCupcakes are useless to me because I will NOT be going to Frostings againI have shared this with the ownerHe continues to share that cupcakes are equal to my losses, but they are notNot only did I purchase the cake, but an ADDITIONAL cupcakes to feed my guestsThey only gave me 6, and said I had to purchase the other So him giving me a gift card isn't fixing the loss of the cake, OR the additional expenses of cupcakes that I've already purchased because of their neglectIt seems as if the owner is hung on the fact that I fed my guestsIf I wanted to just "feed my guests" then I would have brought a sheet cake from Walmart for $20! This is an eventA nice event, that I spent a lot of time and money on, to be let down by Frostings last minuteAGAINIt is about the presentation of the cake, AND how many of my guests would be able to eat itI ordered a cake that I already knew the expectations ofI ordered a cake that I had already received, so there would be no issues like thisHowever there wasThe cake was nothing as before and I was not even compensated equally for the cake and my troublesI do NOT want a gift card, and I do not want to purchase anything at Frostings againI want my money backAs a valued customer, I have ordered from this company for years, as well as sent business to this companyThe cake was not what I ordered, and I had to come out of pocket for issues that could have been resolved in store had they made another cake after seeing that this was clearly significantly shorter than the restAlso let me add that I purchased my cake in advance by ordering via telephone , sending pictures via email of the previous cake, answering questions via telephone and email, as well as paying for my cakeAll in advanceI would like my money backThank you.
Pictures of the cakes are attachedThe white was the first cake and the red was the cake I am complaining aboutThe pictures clearly show the difference

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Hi there ***Thank you for speaking with me as I couldn't respond to the business due to illnessI would like to share that when telling the owner that the baker did a good job, that was on the FIRST cake I was asking them to replicateI also shared that he did a good job with the cake topper of the cake that I am complaining aboutNOT the cakeI have given frosting times and months of chances to fix the quality of their cakesTwo were great and two were horrible, and I won't give them a 5thI have shared my concern with the owner, so there should be zero thought of feeling as if I was satisfied with a situation unless already stated from my mouth (which it was not)I would like my money backNot cupcakesCupcakes are useless to me because I will NOT be going to Frostings againI have shared this with the ownerHe continues to share that cupcakes are equal to my losses, but they are notNot only did I purchase the cake, but an ADDITIONAL cupcakes to feed my guestsThey only gave me 6, and said I had to purchase the other So him giving me a gift card isn't fixing the loss of the cake, OR the additional expenses of cupcakes that I've already purchased because of their neglectIt seems as if the owner is hung on the fact that I fed my guestsIf I wanted to just "feed my guests" then I would have brought a sheet cake from Walmart for $20! This is an eventA nice event, that I spent a lot of time and money on, to be let down by Frostings last minuteAGAINIt is about the presentation of the cake, AND how many of my guests would be able to eat itI ordered a cake that I already knew the expectations ofI ordered a cake that I had already received, so there would be no issues like thisHowever there wasThe cake was nothing as before and I was not even compensated equally for the cake and my troublesI do NOT want a gift card, and I do not want to purchase anything at Frostings againI want my money backAs a valued customer, I have ordered from this company for years, as well as sent business to this companyThe cake was not what I ordered, and I had to come out of pocket for issues that could have been resolved in store had they made another cake after seeing that this was clearly significantly shorter than the restAlso let me add that I purchased my cake in advance by ordering via telephone , sending pictures via email of the previous cake, answering questions via telephone and email, as well as paying for my cakeAll in advanceI would like my money backThank you.? Pictures of the cakes are attachedThe white was the first cake and the red was the cake I am complaining aboutThe pictures clearly show the difference.?

At Frostings Bake Shop, we value our customers and work hard to ensure that their expectations are met and hopefully exceeded at every opportunity.  With regards to this situation, we are aware that due to unforeseen issues that occurred in the baking of an 8" gluten free cake, the finished...

product that the customer received was slightly smaller in height than a previous cake she had ordered.  The height difference of the cake, however, was no where close to 1/2 the size of the previous cakes the customer had purchased.  While that claim is false, we did bear a responsibility to make our customer whole. To make up for the 2-3 lost servings in the cake, we offered the customer an additional 6 cupcakes for no charge- more than double the servings that she was missing.  We value all of our customers, certainly those who have been loyal and repeat customers and in the rare circumstances when we have disappointed them, we try to be as fair and accommodating as possible.  As the customer stated in her original email complaint to me, the decorator had "done a fantastic job on the cake," so it seemed as though the issue we needed to resolve was the missing servings that resulted from the slight height difference in the cake.   For this reason, I think that our initial gesture of an additional 6 cupcakes to take with her on the day of the event combined with my subsequent offer for 6 additional free cupcakes - a $30 value - was more than fair in an effort to apologize for our oversight.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Hi there [redacted]. Thank you for speaking with me as I couldn't respond to the business due to illness. I would like to share that when telling the owner that the baker did a good job, that was on the FIRST cake I was asking them to replicate. I also shared that he did a good job with the cake topper of the cake that I am complaining about. NOT the cake. I have given frosting 4 times and 6 months of chances to fix the quality of their cakes. Two were great and two were horrible, and I won't give them a 5th. I have shared my concern with the owner, so there should be zero thought of feeling as if I was satisfied with a situation unless already stated from my mouth (which it was not). I would like my money back. Not cupcakes. Cupcakes are useless to me because I will NOT be going to Frostings again. I have shared this with the owner. He continues to share that 12 cupcakes are equal to my losses, but they are not. Not only did I purchase the cake, but an ADDITIONAL 6 cupcakes to feed my guests. They only gave me 6, and said I had to purchase the other 6. So him giving me a gift card isn't fixing the loss of the cake, OR the additional expenses of 6 cupcakes that I've already purchased because of their neglect. It seems as if the owner is hung on the fact that I fed my guests. If I wanted to just "feed my guests" then I would have brought a sheet cake from Walmart for $20! This is an event. A nice event, that I spent a lot of time and money on, to be let down by Frostings last minute... AGAIN. It is about the presentation of the cake, AND how many of my guests would be able to eat it. I ordered a cake that I already knew the expectations of. I ordered a cake that I had already received, so there would be no issues like this. However there was. The cake was nothing as before and I was not even compensated equally for the cake and my troubles. I do NOT want a gift card, and I do not want to purchase anything at Frostings again. I want my money back. As a valued customer, I have ordered from this company for years, as well as sent business to this company. The cake was not what I ordered, and I had to come out of pocket for issues that could have been resolved in store had they made another cake after seeing that this was clearly significantly shorter than the rest. Also let me add that I purchased my cake in advance by ordering via telephone , sending pictures via email of the previous cake, answering questions via telephone and email, as well as paying for my cake. All in advance. I would like my money back. Thank you. Pictures of the cakes are attached. The white was the first cake and the red was the cake I am complaining about. The pictures clearly show the difference.

Review: I will no longer use Frostings Bake Shop in Short Pump, VA for ANY of my parties or events ever AGAIN! I've been using Frostings for 4 years now purchasing cupcakes and cakes for sorority events, birthdays, anniversaries, etc. When I ordered cupcakes, I never had issues with them. However, when they began making cakes, that's when the true issues began. The first cake I ordered was for my birthday. There were several things wrong with the cake. I then spoke with the owner and he gave me a gift card for the next purchase. That next cake was beautiful! So of course I thought it was a one time thing. Everyone has a bad day. I then ordered again and that cake was great! So then again, I order. With this last particular order, I shared that I wanted the same cake as #2 (beautiful cake) just different colors and a different topper. I always order in advance, pay in advance, send pictures to Frostings email with what I want, along with speaking with them via telephone and returning any calls with questions they may have. As I go to pick up my cake, it was horrific. Literally HALF the size of the cake I ordered last time. I asked the baker what happened, as that was not the cake I had ordered the last time. He shared that gluten free cakes sometimes need to be shaved or they don't rise and you get a smaller cake. One, that's not my problem as I paid $60 for a cake I could have done myself. The cake was so small the Rosette's had to be done in DIME size compared the Silver dollar size on the previous one. The baker gave me 6 free cupcakes as I showed him the picture of the previous one. However I would need more than 6 cupcakes as the cake was literally HALF the size and I had to feed my guests. He shared that he couldn't approve of more than 6 and I would need to purchase the other 6 (an additional 20 dollars) and they would reevaluate the situation for a possible refund. As I was running out of time to get to my event 2 hours away, I purchased the other 6 because MORE stress on the day of the event was not gonna happen. I immediately sent pictures to those who seen the first cake, compared to this one. They were flabbergasted! They could not believe the difference in the cakes! I emailed the owner the pictures and shared my concern as this cake was suppose to be the center of the event and it was not even worthy of that title. A couple days later I received an email from the owner sharing that he was sorry and he would leave a gift card for 6 cupcakes at the front of the store for pick up. I share with him that I just wanted a refund due to the issues I had with this cake. I shared that the consistency of the cakes aren't where they should be, especially because people are paying for pricey cakes. 2 out of the 4 cakes were NOT what I paid for in quality. The owner proceeded to share that he would not give me the refund of the cupcakes I came out of pocket for, and that a dozen cupcakes at 30 dollar value was enough. I was so shocked that he even thought I would want to use their business again. I will not want to use their business so why would I get an extra 6 cupcakes in place of my refund? The least he could do was give me a refund on the cupcakes I had to purchase to feed my guests. I am appalled at the customer service from this owner. The issue started with the baker noticing this cake was a lot smaller than the rest and continuing to give it to the decorator, who also noticed and didn't do anything about it. Then the owner not even helping the situation further with my request to receive my money back after years of loyalty to this company. I have sent countless people to this place, promoted it, and continued to use it for events with my name on it. This effects me due to my name being on events and the bakery that I am suppose to trust, not coming through adequately. I urge you all to not eat or order from this bakery due to their lack of consistency, customer service, and loyalty to their customers.Desired Settlement: I would like a full refund or partial refund for the cake AND full refund for additional 6 cupcakes that were purchased to feed my guest for the lack of cake.

Business

Response:

At Frostings Bake Shop, we value our customers and work hard to ensure that their expectations are met and hopefully exceeded at every opportunity. With regards to this situation, we are aware that due to unforeseen issues that occurred in the baking of an 8" gluten free cake, the finished product that the customer received was slightly smaller in height than a previous cake she had ordered. The height difference of the cake, however, was no where close to 1/2 the size of the previous cakes the customer had purchased. While that claim is false, we did bear a responsibility to make our customer whole. To make up for the 2-3 lost servings in the cake, we offered the customer an additional 6 cupcakes for no charge- more than double the servings that she was missing. We value all of our customers, certainly those who have been loyal and repeat customers and in the rare circumstances when we have disappointed them, we try to be as fair and accommodating as possible. As the customer stated in her original email complaint to me, the decorator had "done a fantastic job on the cake," so it seemed as though the issue we needed to resolve was the missing servings that resulted from the slight height difference in the cake. For this reason, I think that our initial gesture of an additional 6 cupcakes to take with her on the day of the event combined with my subsequent offer for 6 additional free cupcakes - a $30 value - was more than fair in an effort to apologize for our oversight.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Hi there [redacted]. Thank you for speaking with me as I couldn't respond to the business due to illness. I would like to share that when telling the owner that the baker did a good job, that was on the FIRST cake I was asking them to replicate. I also shared that he did a good job with the cake topper of the cake that I am complaining about. NOT the cake. I have given frosting 4 times and 6 months of chances to fix the quality of their cakes. Two were great and two were horrible, and I won't give them a 5th. I have shared my concern with the owner, so there should be zero thought of feeling as if I was satisfied with a situation unless already stated from my mouth (which it was not). I would like my money back. Not cupcakes. Cupcakes are useless to me because I will NOT be going to Frostings again. I have shared this with the owner. He continues to share that 12 cupcakes are equal to my losses, but they are not. Not only did I purchase the cake, but an ADDITIONAL 6 cupcakes to feed my guests. They only gave me 6, and said I had to purchase the other 6. So him giving me a gift card isn't fixing the loss of the cake, OR the additional expenses of 6 cupcakes that I've already purchased because of their neglect. It seems as if the owner is hung on the fact that I fed my guests. If I wanted to just "feed my guests" then I would have brought a sheet cake from Walmart for $20! This is an event. A nice event, that I spent a lot of time and money on, to be let down by Frostings last minute... AGAIN. It is about the presentation of the cake, AND how many of my guests would be able to eat it. I ordered a cake that I already knew the expectations of. I ordered a cake that I had already received, so there would be no issues like this. However there was. The cake was nothing as before and I was not even compensated equally for the cake and my troubles. I do NOT want a gift card, and I do not want to purchase anything at Frostings again. I want my money back. As a valued customer, I have ordered from this company for years, as well as sent business to this company. The cake was not what I ordered, and I had to come out of pocket for issues that could have been resolved in store had they made another cake after seeing that this was clearly significantly shorter than the rest. Also let me add that I purchased my cake in advance by ordering via telephone , sending pictures via email of the previous cake, answering questions via telephone and email, as well as paying for my cake. All in advance. I would like my money back. Thank you.