Grebes Bakery & Delicatessen

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 We regret that our cake ordering turned into such a disaster of back and forth phone callsA staff member of the Sentry store where we purchased the cake explained that even though Grebe's is claiming to still use the EXACT SAME ingredients as Crestwood used to use, perhaps something "went wrong" with the cake we ordered in terms of someone using an incorrect amount of a particular ingredient to give such a different texture and taste to what we have been accustomed to since the '70'sOur entire family and party present that day on at our family member's 40th Birthday celebration all agree that something just didn't taste rightThis wasn't the same quality or taste of the CRESTWOOD (now Grebe's cake) that we've all come to love and know since our early youth We appreciate the efforts of the Grebe's staff for contacting us and trying to assure us that the ingredients are the sameWe realize that we got a "lemon" this time around and hope that with future cake purchases we'll discover the same wonderful taste and quality of the original Crestwood cakes Thank you Regards, [redacted]

To Whom It May Concern: Re: ID [redacted] In the matter concerning the decorated cake, once I realized that the customer felt she was receiving the "run around," I tried calling her right away I was apologetic to her but unfortunately was only able to record it on her answering machine/voicemail I attempted to call two times, and then asked our Vice President of Sales to call her before she went home for the day She was able to contact the customer, however, the customer did not want to hear any part of what she had to say The Crestwood cake formula has not changed since Grebe's Bakery took over baking for the Sentry stores in place of Crestwood Bakery The buttercream formula is also the same When Grebe's took over baking for Crestwood Bakery, there were a few proprietary products which we had to keep as if Crestwood was still baking The cakes and buttercream were two of those items In fact, for the first year that we baked under the Crestwood name, we had the Operations Manager and Plant Manager working for us to make a sure we had a smooth transition Grebe's has been in existence for over years We pride ourselves on our fair and honest customer service Unfortunately, somehow this is [redacted] "slipped between the cracks" between Grebe's and the Sentry Foods store Again, we would like to apologize for the customer's dissatisfaction In order to make amends, we did offer a gift certificate in the full amount paid for the cake It is our policy to offer a gift certificate for any legitimate complaint on a product not purchased at our retail store Because this is not to the customer's satisfaction, we will is [redacted] a check in the amount of $($for the price of the cake per the customer, and an additional $for the customer's trouble.) We will send the check today via certified mail to ensure that the customer receives the refund I hope that this will resolve the problem, as we want to keep our valued customers Again, we apologize for any misunderstandings or inconvenience [redacted] Executive Vice President - Plant Operations Grebe's Bakery

To Whom It May Concern:
Re: ID [redacted]
In the matter concerning the decorated cake, once I realized that the customer felt she was receiving the "run around," I tried calling her right away.  I was apologetic to her but unfortunately was only able to record it on her answering...

machine/voicemail.  I attempted to call two times, and then asked our Vice President of Sales to call her before she went home for the day.  She was able to contact the customer, however, the customer did not want to hear any part of what she had to say.
The Crestwood cake formula has not changed since Grebe's Bakery took over baking for the Sentry stores in place of Crestwood Bakery.  The buttercream formula is also the same.  When Grebe's took over baking for Crestwood Bakery, there were a few proprietary products which we had to keep as if Crestwood was still baking.  The cakes and buttercream were two of those items.  In fact, for the first year that we baked under the Crestwood name, we had the Operations Manager and Plant Manager working for us to make a sure we had a smooth transition.
Grebe's has been in existence for over 60 years.  We pride ourselves on our fair and honest customer service.  Unfortunately, somehow this is[redacted] "slipped between the cracks" between Grebe's and the Sentry Foods store.  Again, we would like to apologize for the customer's dissatisfaction.  In order to make amends, we did offer a gift certificate in the full amount paid for the cake.  It is our policy to offer a gift certificate for any legitimate complaint on a product not purchased at our retail store.   Because this is not to the customer's satisfaction, we will is[redacted] a check in the amount of $30.00 ($20.00 for the price of the cake per the customer, and an additional $10.00 for the customer's trouble.)  We will send the check today via certified mail to ensure that the customer receives the refund.
I hope that this will resolve the problem, as we want to keep our valued customers.  Again, we apologize for any misunderstandings or inconvenience.
[redacted]
Executive Vice President - Plant Operations
Grebe's Bakery

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.
We regret that our cake ordering turned into such a disaster of back and forth phone calls. A staff member of the Sentry store where we purchased the cake explained that even though Grebe's is claiming to still use the EXACT SAME ingredients as Crestwood used to use, perhaps something "went wrong" with the cake we ordered in terms of someone using an incorrect amount of a particular ingredient to give such a different texture and taste to what we have been accustomed to since the '70's. Our entire family and party present that day on at our family member's 40th Birthday celebration all agree that something just didn't taste right. This wasn't the same quality or taste of the CRESTWOOD (now Grebe's cake) that we've all come to love and know since our early youth.
We appreciate the efforts of the Grebe's staff for contacting us and trying to assure us that the ingredients are the same. We realize that we got a "lemon" this time around and hope that with future cake purchases we'll discover the same wonderful taste and quality of the original Crestwood cakes.
Thank you.
Regards,
 
[redacted]

this is one of those places that you walk into and all the ladies know your order and greet you asking where you've been. I got here all the time, the donuts and subs are amazing and well priced. The ladies that work there make me smile after I leave and I can't recommend this place enough.

Review: We ordered a cake for my sister's 40th Birthday. (We've been getting Crestwood cakes since the 1970's, we know the taste by heart)...we picked cake up on July 27th, 2014. Cake was a disappointment, had a "chemical" flavor, did NOT AT ALL meet our expectations. WE drove 3/4 of the cake back to store w/ 2 page letter explaining that something was just "off" with this cake. It took many phone calls back and forth to the Sentry store that we purchased it at and they kept telling us that Grebe's wishes to handle customer complaints on their own. So, finally we called Grebe's ourselves. (got voice mail), it took 3 wks. to get a call from someone at Grebe's to explain that they cannot "taste" a cake once it's been taken to someone's home. The woman ([redacted]) who called us from Grebe's said that Sentry should have just reimbursed us the money for the defective cake. Yet, Sentry kept saying that Grebe's "dropped the ball" and they were very sorry that Grebe's insists to handle customer is[redacted]s on their own and hence they couldn't interfere. Long and short is that this was Horrible customer service to leave us w/out any explanation on how to rectifiy our situation from July 27 to August 11th!!! Ridiculous. Most other businesses would address / correct and handle a customer situation like this in a much more timely manner. Grebe's also stated that they use the exact same ingredients that the cakes have always used. Yet, 5 adults who tried the cake on July 27th immediately noticed with the VERY FIRST BITE that something was clearly "off"; a chemical taste was present and the texture of the frosting wasn't even the same. We were most disappointed with the "disconnect" of not getting back to us sooner w/ any sort of explanation and even now, we are still not satisfied w/ the desired outcome which [redacted] said they would send us a voucher for $20 for baked goods to use at their bakery or Sentry stores for bakery product. WE simply want to be reimbursed for a very disappointing cake. This has taken far too long.Desired Settlement: Refunded in full for the value of the cake. We brought over 3/4 of the cake back. Usually with these cakes it's a fight for "who will get the last piece." We have LOVED Crestwood cakes for years and years. This one was soooo disappointing that no one got through a whole piece of cake. We brought about 3/4 of the cake back to the store. My sister was w/out a cake for her 40th Bday as no one could stomach eating a 2nd piece of a cake that tasted like chemicals.

Business

Response:

To Whom It May Concern:

Re: ID [redacted]

In the matter concerning the decorated cake, once I realized that the customer felt she was receiving the "run around," I tried calling her right away. I was apologetic to her but unfortunately was only able to record it on her answering machine/voicemail. I attempted to call two times, and then asked our Vice President of Sales to call her before she went home for the day. She was able to contact the customer, however, the customer did not want to hear any part of what she had to say.

The Crestwood cake formula has not changed since Grebe's Bakery took over baking for the Sentry stores in place of Crestwood Bakery. The buttercream formula is also the same. When Grebe's took over baking for Crestwood Bakery, there were a few proprietary products which we had to keep as if Crestwood was still baking. The cakes and buttercream were two of those items. In fact, for the first year that we baked under the Crestwood name, we had the Operations Manager and Plant Manager working for us to make a sure we had a smooth transition.

Grebe's has been in existence for over 60 years. We pride ourselves on our fair and honest customer service. Unfortunately, somehow this is[redacted] "slipped between the cracks" between Grebe's and the Sentry Foods store. Again, we would like to apologize for the customer's dissatisfaction. In order to make amends, we did offer a gift certificate in the full amount paid for the cake. It is our policy to offer a gift certificate for any legitimate complaint on a product not purchased at our retail store. Because this is not to the customer's satisfaction, we will is[redacted] a check in the amount of $30.00 ($20.00 for the price of the cake per the customer, and an additional $10.00 for the customer's trouble.) We will send the check today via certified mail to ensure that the customer receives the refund.

I hope that this will resolve the problem, as we want to keep our valued customers. Again, we apologize for any misunderstandings or inconvenience.

Executive Vice President - Plant Operations

Grebe's Bakery

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.

We regret that our cake ordering turned into such a disaster of back and forth phone calls. A staff member of the Sentry store where we purchased the cake explained that even though Grebe's is claiming to still use the EXACT SAME ingredients as Crestwood used to use, perhaps something "went wrong" with the cake we ordered in terms of someone using an incorrect amount of a particular ingredient to give such a different texture and taste to what we have been accustomed to since the '70's. Our entire family and party present that day on at our family member's 40th Birthday celebration all agree that something just didn't taste right. This wasn't the same quality or taste of the CRESTWOOD (now Grebe's cake) that we've all come to love and know since our early youth.

We appreciate the efforts of the Grebe's staff for contacting us and trying to assure us that the ingredients are the same. We realize that we got a "lemon" this time around and hope that with future cake purchases we'll discover the same wonderful taste and quality of the original Crestwood cakes.

Thank you.

Regards,