It'z My Party Cakery, Inc

I am writing in response to this customer’s complaint.  This custom cake was delivered as promised by an owner of our store, and the time of delivery, the customer, as well as the recipient of the cake was very verbal about how much they loved the cake before he left.  She waited an entire...

4 days to write any complaint to us with regards to her cake, and erroneously inflated the condition of the cake, and the elements on the cake. In her written email complaint, which again was 4 days AFTER it was received by her, she demanded a refund of her money OR she would write to every possible forum to smear my good name. She has already started done so.  In addition, she stated that she had waited an entire week for me to respond to her, which again was erroneous.  He cake was delivered on Sunday, June 5, 2016, at approx. 10:15 a.m.  Her first contact with me after delivery was, Wednesday, June 8, 2016 @ 1:20 p.m.  She then emailed again on Monday, June 13, 2016 @ 11:10 a.m.  Because we did not respond to her in her timeline, this is where the threats of writing bad reviews came to light.   I have attached our formal contract that is signed by and/or agreed to by each and every customer that orders a custom cake. This customer was fully aware and agreed to all of the terms and conditions within our contract on Thursday, May 5, 2016 with regards to giving us creative license.  In addition, the sketch(s) that were provided to her, were a BASIS for the design elements on the cake.  She was informed on more than occasion that it is a “template” for which we are to use for the cake, and not all elements shown in the sketch may work on the cake as it is being put together, as well as the placement of said items.  This customer gave me a laundry list of IDEAS to be used when designing and finishing her cake.  As far as her complaints about the condition of the cake, there are natural and unavoidable occurrences that happen the mediums used with cake as they start to warm up.  We have no control over what happens during the warm up of a customer’s cake.  For example, the customer complained about “big gaps” on the cake.  There were sugar sheets applied to one tier of the cake.  This sugar sheet can start to gap and wrinkle at the seams, as the moisture from the cake starts to evaporate from the surface of the cake.  IT IS COMPLETELY UNAVOIDABLE.  It did NOT affect the overall design of the cake.  In addition, she complained of “holes” in the cake.  We have NO control of how fondant (which is a rolled sugar paste) behaves as the cake warms up.  I have been doing cakes professionally for over 8 years now.  This is THE FIRST complaint that I have received by a customer, especially to this degree! I stand by my work.  I will NOT be bullied into refunding a customer merely on their personal interpretation of how cakes work.  This customer cut AND ate the cake long before complaining about anything, four whole days later.  As a result of this, I am NOT willing to issue any refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.She offered nothing, not even a kind word. Instead, she called me a liar and demonstrated how little she cared about me as a customer.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Patricia [redacted]

This customer called on Sunday, late afternoon with regards potentially ordering a custom cake from us.  We informed her that we need a minimum of 2 weeks notice for our custom cakes, but we had gourmet buttercream cakes that she could order from us instead.  After discussing multiple...

options with her, she was still undecided as to whether she wanted to order at that time.  She said she wanted to pick up on Tuesday, March 14th, however our business is closed every Tuesday.  We informed her that if she indeed wanted to place an order with us, she would need to do so no later than noon on Monday, March 13th, and she would have to pick her order up any time between 4-5 p.m. She stated that she has done cakes herself, but that she also orders cakes from Grebe's Bakery.  She "wanted to try something different this time", so she decided she wanted to order from us.  She called us back on Monday, March 13th at approx. 10:45 a.m. to place her order for pickup to take place between 4-5 p.m.  We again discussed flavor options with her, as well as what design and inscription(s) she wanted on her cake.  She ordered a 12" round yellow cake with vanilla buttercream.  She did not want a filling or decorative sprinkles added.  Her cake was $60.99 plus 3.42 sales tax, which came to a grand total of $64.41; not $67.00 that the customer said she paid.  We informed her that she could either pay 50% or in full at that time.  She chose to pay the total amount.  I have attached the sales receipt.  Every customer that pays over the phone is told that they can get an card approval code, a receipt number or both at the time payment is collected.  In addition, they are also told that they can ask for a copy of the receipt when they pick up, or if we deliver there order.When this customer called us today, March 15th at approx. 11:30, she was giving us conflicting stories about the cake.  At first she said that no one liked the cake, and when asked if she had any, she said she didn't have any, but then said that she did in fact have a little of it, and could she why they didn't like the cake.  She said she liked the way the cake was decorated, and that it looked real nice, but that they just didn't like the actual flavor.  She also said that most bakeries offer samples to customers to try, and that had she known that our buttercream wasn't like [redacted], she would not have ordered from us.  We explained that we cannot control a person's taste preferences, and that because of this, we would not issue a refund.  We also explained that we have not had any complaints as to the flavor of our buttercream.  It's vanilla buttercream.  REAL buttercream.  We feel badly that they did not like the buttercream because it was sweet enough, or what they might have been used to, but that does not warrant a refund.