It's A Piece A Cake

Review: Bait and Switch! I received an outrageous quote via email and I called them to inquire about why it was so high. She revised it, which was still too high. So, I told her would we would get the Xbox cake only, without the controller. She put me on hold, and said she spoke with the male baker who said it would be only $25 more for the controller. I said maybe that would be OK, and she said the total would be $137.50. I repeated it to her, and she confirmed again "$137.50". I showed up Thursday (the party was two days later on Saturday) to pay the deposit and the bill reflected $162.50. I explained it was the wrong amount. The young girl was not able to help me because the girl who took the order was off work that day. I told her to have her call me the following day, because I would not be willing to pay that much for a child's cake. For now I'll assume it's a simple error unless I hear from her. I did not hear from her on Friday, and I called on my way Saturday and they said the price was $162.50. I said that was NOT the price we agreed to. She went back to the email amount, but I reminded her we spoke after that and she told me a completely different amount once I said I would not be paying over $150 for a child's cake. She was not understanding me, so I said perhaps this was all due to a language barrier because English was not her first language because she was Mexican. She then called me a racist. So, I don't know if it was due to her weak English skills or an intentional bait and switch, but either way I canceled my order I am waiting for my $80 deposit. I'm waiting for the owner to call me, which I requested twice: on the day that I paid the deposit and on the day of the party. Still waiting.Desired Settlement: I am expected a $40 refund, to be sent to me via mail. I am saying $40 of the $80, since I'm willing to split the deposit to cover their cost for ingredients. HOWEVER, since I told the young girl I would NOT pay that amount and for them NOT to make it if that was the new price. So, they chose to forge ahead and assumed they could price gouge me. The $40 should go my address I submitted to the Revdex.com.org.

Business

Response:

To whom ever this may concern,

In regards to this cake order. My name is [redacted], and I have been working at its a piece a cake for over 4 years and as always giving excellent customer service and am very detailed when talking to customers. I helped [redacted] with her order online and over the phone and was specific on pricing. This order was a last minute order but we did manage to go out of our way to make this cake. This cake required atleast a two weeks notice and she orderd it on the 30th of july and she needed it on august 3rd.

[redacted] wanted an xbox cake and first I gave her the pricings with the butter cream icing as listed below in the email. I then called her later that day and she said that she can get this cake else where for a cheaper price and asked why it cost too much, I then had to explain since its a custom cake it requires more detailing, and that the decorator had to spend more time on her cake which was not as simple. She then understood. I also talked to the owner to see if we could bring the price down since she was insisting on fondant over butter cream to please her, and my boss said that he could make this cake for a lower price so that she could be happy with her order. Over the phone we were discussing that my boss would give her the xbox cake for 137.50 without the control, she then asked how much the cake would cost with the control and he replied that the control would be an additional $25.00 Then I told her the complete total would be $162.50 Then she had agreed to purchase it but that she couldn't pay over the phone and said that she would be here the following day to maker her deposit of half of the amount. I also had let her know that I wasn't going to be in because it was on a Wednesday which is my day off, I already had the order form ready and written up for the other girl to get the deposit. When she came in to put her deposit no one told me that she had a complaint about the price. So that means she gave us the green light to make her cake.

On Saturday Aug.3 we worked on her cake, and finished her cake order. We didn't receive a call from her or anything so we figured she would come later, furthermore as our store policy if there are orders that haven't been picked up by 4:00pm I give them a reminder call that we close within an hour so that they have plenty of time to come and pick up their cake. When I called she answered and said that the cake price wasn't what we had discussed, when in fact I had explained it to her clearly. She was arguing that she wanted to cancel the order which It was already too late to cancel because it was the day of and said that she was getting the cake somewhere else [redacted] then hung up the phone. At 4:17 [redacted] called again and asked to speak to a manager or someone in charge and I told her that I was the person in charge at the moment. She then started to yell at me, not only that she was using vulgar language and making racist remarks such as calling me "[redacted]" She did not only say it once she repeated it 3 times and not only that but my boss heard it as well. I wasn't calling her racist like she is claiming, in fact I didn't say anything, I just couldn't believe what she was saying. I called the security guard as well just in case she came in, but she didn't bother showing up. More over she didn't tell me she wanted my boss to call her or anything. Attached are the original order form and the cake. Let me know If I can answer anything else.

Thank you,

Shift super visor : [redacted] Owner: [redacted].

Email that was written back and forth: Everything else was over the phone.

To

Hello [redacted]

For the pricing I have it would serve up to 25 guests and it would be done in butter cream icing and not in the fondant as shown in the picture, The price includes the system and not the controller. Total would be 100.50

If you would like the controller added to that it would be cake only iced in butter cream and would be a complete total of $146.50

If you would like the controller only with a mousse filling you would need an 8 inch cake and cost would be $73.00

This would be in butter cream icing.

Let me know if you have any further questions,

thank you,

[redacted].

IT'S A PIECE A CAKE

www.ITSAPIECEACAKE.COM

###-###-####

###-###-####

San Diego,CA 92129

From: [redacted] <[redacted].com>

To: [redacted].net

Sent: Monday, July 29, 2013 11:26 AM

Subject: xbox cake 8/3 2pm (or earlier) pickup (party at 4pm)

Hi! I'm so glad you guys can likely do this, please let me know as soon as possible. Here are a couple images, but we do not need the games on top (unless you have time), because I would think that would take a lot longer. We're fine with just the console and controller.

My son's name is [redacted], and it's his 11th birthday!

"Happy 11th Birthday,

[redacted]!"

12 people at the party, so whatever size makes sense to you to make it. :)

Gracias! [redacted]

Cell: ###-###-####

Consumer

Response:

I have reviewed the 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.

I have the call recorded. She is either not remembering correctly or intentionally lying. I'm not sure. Either way I am extremely upset by this bait and switch. This review will stay on their record, and I'm sorry to hear they are refusing to accept the compromise I proposed.

Regards,

Bait and Switch! I received an outrageous quote via email and I called them to inquire about why it was so high. She revised it, which was still too high. So, I told her would we would get the Xbox cake only, without the controller. She put me on hold, and said she spoke with the male baker who said it would be only $25 more for the controller. I said maybe that would be OK, and she said the total would be $137.50. I repeated it to her, and she confirmed again "$137.50". I showed up Thursday (the party was two days later on Saturday) to pay the deposit and the bill reflected $162.50. I explained it was the wrong amount. The young girl was not able to help me because the girl who took the order was off work that day. I told her to have her call me the following day, because I would not be willing to pay that much for a child's cake. For now I'll assume it's a simple error unless I hear from her. I did not hear from her on Friday, and I called on my way Saturday and they said the price was $162.50. I said that was NOT the price we agreed to. She went back to the email amount, but I reminded her we spoke after that and she told me a completely different amount once I said I would not be paying over $150 for a child's cake. She was not understanding me, so I said perhaps this was all due to a language barrier because English was not her first language because she was Mexican. She then called me a racist. So, I don't know if it was due to her weak English skills or an intentional bait and switch, but either way I canceled my order I am waiting for my $80 deposit. I'm waiting for the owner to call me, which I requested twice: on the day that I paid the deposit and on the day of the party. Still waiting.