K9 Cakery

I have received your attached complaintPlease be aware that the facts of this matter are as follows:
1) our company operates an online business at the website www.K9Cakery.com.
2) this customer visited our website and placed an order for an item,
3)The customer
types in her own information including the shipping address that she desires4)In this case, customer made an error and typed in an incorrect shipping address.5) In this case, customer made an error and typed in an incorrect shipping address
6)We mailed the item to the address that she provided to usAfter we had mailed the item she contacted us to let us know that she put in the wrong address.
7) We explained to her that we had shipped the item already and that we would have to be returned to us before we could provide her a refundThe reason for this is we have had customers order products, claiming that they did not receive them or attempt to claim that we had used an incorrect address somehow so that we would give them a refund and retain the product for freeThis is a form of digital shoplifting.8) While have no reason to believe that this particular customer was attempting anything dishonest, her failure to enter the correct shipping address and her acceptance of the order after being required to confirm the address that she had provided, caused the problems with her order9)After waiting for a while, we had not received the package returned by the shipper which left us wondering whether or not the package was in someone else's handsBut since we do our best to track shipments, it appeared that this product did not ever make it to the customer either10) Therefore, we eventually provided a full refund even though we had no legal obligation to do so and even though the error was the customers own failure to provide a proper shipping address.
11) As I'm sure you are aware, in dealing with many different businesses, there are a number of scams in the industry and there will never be a shortage of new onesWe are required to be diligent in our business practices and do what we car to minimize lossesAgain, don't believe that this particular customer was intentionally trying to do anything illegal but it causes price increases to everybody when these types of situations occur12) With that, appreciate your contact and I will consider this case closed

Thank you for your inquiry.
This
customer contacted us and we did everything possible to address her
concerns. We tried emailing and calling her several times and she
did not respond. We were able to communicate with her through our
Customer Relationship Management software once she...

contacted us
there. The same day she contacted us there and described her issue,
we asked “please let us know what you would like us to do to
resolve this issue for you.” She never asked for a refund. We
answered all of her questions and did everything possible to address
her concerns and finally issued her a refund without her ever asking.
That refund was issued to her on March 29, 2015 by crediting her
credit card.You are free to visit this product on
our website https://[redacted] You will find the specific language below in highlighted color as
exists in the product description. The customer failed to mention
this in her complaint. Because customers apply our product to their
own treats of their own recipe, it is impossible to guarantee that a
product will work 100% of the time exactly the same. We cannot
control what they apply the product to. We do know that nonporous
treats can cause problems in limited cases so we clearly say that in
the product description so that customers can make an informed
choice. Gluten free treats are nonporous in some cases depending on
the customer’s recipe. This can cause several issues, the most
common of which is the product lifting off as we describe in the
product details. Another possible issue (of many possible issues)
that can happen is wrinkling that the customer describes. Most
customers with gluten free (nonporous) treats do not experience this
but some can. We cannot list every possible issue for every possible
customer’s recipe but we are absolutely clear to tell them about
issues with nonporous treats. This customer did not heed our notice.
(see below)
Note: This product is designed to be applied to treats with a textured or
porous surface. We also are very clear about our return
policy. We cannot take returns on food items as it is not sanitary
and we cannot re-sell such products. Our policy is listed in our
store policies and we list it again in highlighted colors on the page
of our site before we will accept payment. We also make this clear a
third time by requiring customers to acknowledge that they are aware
of our policy by checking a clear statement to that effect before
they can complete their order.Nonetheless, even though this customer
was aware of issues with some nonporous treats and was made aware of
our return policy in at least three conspicuous places, she decided
to purchase a large quantity, rather than a small portion, of our
product for her first use. Unfortunately she experienced wrinkling
due to her use on nonporous treats and she was understandably upset.
She asked us what could have happened and we gave her our best
explanation based on her description. The full text of our
interaction is below.
As previously stated, a refund for the
full product price was issued to her by credit card credit. Although
we have no obligation to do this, we did it as it is good customer
service. At this point I am at a loss as to what else we can do to
make this customer happy. She is absolutely entitled to her opinion
and we respect that. However, she is going out of her way to
publically publish partial truths about her experience in an effort
to attack our brand. Just as she failed to explain the full truth to
you in her complaint, she continues to publish defamatory language to
others. Even with this, we have done all we can to make her happy.
If Revdex.com has any further suggestions on how to address this complaint
we are more than willing to try.Below
is my order info. I posted on your ** site and sent a private
message (with photo included). The icing is not smooth, it dries
wrinkly on every product, in every color. The admin on the **
page said they'd forward my issue to corporate. I received an
email from someone with an [redacted] address, that claims to be with
K9 Cakery asking me about the issue. I find that quite
suspicious since all other emails from K9 Cakery came from the
k9cakery.com domain. I'd like to get this issue resolved.Order
Information Additional Information ________________________________________
________________________________________Order number:
[redacted]Order Date: 7/23/2014 Account Info:Login:
[redacted]Pass: [redacted] Billing Address
Payment Information________________________________________
________________________________________[redacted]
[redacted]Baked Earth
LLC[redacted]
Street CUYAHOGA FALLS, OH 44221 US
Payment MethodOnline
Credit CardOrder
Summary________________________________________Shipping
To: [redacted] Baked Earth LLC [redacted] Street
CUYAHOGA FALLS, OH 44221 US Shipped Date: 7/23/2014
Shipping
Method [redacted] - Home Delivery - USA
Tracking
Number[redacted] Royal Icing 10 Pound
10 Pound CLASSIC STYLE YOGURT ROYAL ICING $84.99 x 1
$84.99________________________________________Subtotal:
$84.99Discount: $0.00Shipping: $14.36Sales Tax:
$0.00Total: $99.35 CustomerIP:
[redacted] [ban
ip] 3/24/2015
1:05:10 PM Hello, We have been trying to get in touch with you through email
and telephone calls but have been unsuccessful. The issue that
you are describing relating to wrinkling of the icing can
sometimes be caused by use on gluten free treats. Did you
perhaps use this product on a gluten free treat or did yours
contain gluten? This answer will help us try and figure out what
happened with your products. Wrinkling is usually caused by the
surface of the icing drying faster than that below the surface.
For gluten free treats as an example, they can be very dense and
air does not get through them to allow drying from below the
surface. This is merely one example of a cause for wrinkling.
This is a very difficult product to make as every treat recipe
is unique and no product can be made to address every possible
variable. However, please let us know what you would like us to
do to resolve this issue for you.Thank you
3/24/2015
1:33:20 PM Yes,
all of my products are gluten free. Why is there not any kind of
warning or indication that your product does not work well on
gluten free treats? I reviewed your product description again
and it says nothing about gluten free treats. What's the
solution? I have a 10lb bag of royal icing (minus what was used
for my project) that won't work well on my product. Other than
adding gluten to my recipes (which I cannot do), what are others
doing to make your product work?
3/28/2015
11:31:02 PM Im
sorry that this product did not work well on your recipe. It is
impossible for us to create a product that will work perfectly
on every single unique recipe that is unknown to us. We are
planning to launch a new product soon that may work better for
your needs. It is still in the final testng mode.
3/29/2015
9:28:21 AM The
apology you sent is empty. In your reply on 3/24, you admitted
that your product does not work well on gluten free treat which
clearly indicates you were already aware of the issue. Your
words: "The issue that you are describing relating to
wrinkling of the icing can sometimes be caused by use on gluten
free treats." The fact that you have neglected to warn
users of this issue means you don't care about your customers
and would rather feed your bottom line than provide an honest
product. I have found another company that can supply me with
royal icing for dog treats. I will be sharing your disregard for
customers with all of my fellow bakers, friends and dog lovers.
When you treat a customer with apathy and intentionally deceive
clients you deserve to lose customers.
3/29/2015
3:43:29 PM I
am sorry that you came away with a negative interpretation of my
response. We make high quality products designed specifically to
be healthy for dogs as we are sure you strive to do as well. It
is impossible for any company to guarantee that a product will
work in every situation. Our product works fine on most gluten
free treats but some recipes do not take the icing as well as
others. You inquired about possible causes of wrinkling and we
gave you our honest answer. We are fully aware of all
competitive products on the market and all products share the
same issue of performing better on some recipes and not as well
on others. The most common complaint we hear from our new
customers who came to us after trying a competitive product is
that they were not happy with competitor's products because they
had issues with cracking or did not like the finish once dry. We
encourage all pet bakeries to always check their supplier's
background. Ask questions such as do you use human grade
ingredients, are they US sourced, are your products packaged in
an FDA and/or state approved, inspected, and licensed facility;
be suspect of those that are not due to concerns about bacteria
and contamination that can harm pets. We do our best to
address any customer concerns and continue to serve as the
leader in the pet bakery supply industry. Our concern is making
the best products possible and continuously improving. While we
will never be perfect, we will always be fair and honest. We
have issued you a refund for the product you purchased as you
are clearly not happy with it. You may like our new product
coming out soon but whatever product or supplier you choose, we
wish you great success in your business.

Review: On 2/27/14 I placed an order with this place and I have not received my item and I was told that they shipping information was incorrect both return and senders. I told them I no longer wanted the item that I just wanted refunded my money. They refuse to refund me my $ until they get the product back. Well it is lost somewhere in VA at a post office. And they obviously don't care where the item is because they still have my money and I am getting very little help from this place.Desired Settlement: I want my $ refunded to me by the end of this week, I don't care if they can't find the item. It is there fault that the return sender info wasn't on the product not mine.

Business

Response:

I have received your attached complaint. Please be aware that the facts of this matter are as follows:1) our company operates an online business at the website www.K9Cakery.com. 2) this customer visited our website and placed an order for an item,3)The customer types in her own information including the shipping address that she desires4)In this case, customer made an error and typed in an incorrect shipping address.5) In this case, customer made an error and typed in an incorrect shipping address. 6)We mailed the item to the address that she provided to us. After we had mailed the item she contacted us to let us know that she put in the wrong address. 7) We explained to her that we had shipped the item already and that we would have to be returned to us before we could provide her a refund. The reason for this is we have had customers order products, claiming that they did not receive them or attempt to claim that we had used an incorrect address somehow so that we would give them a refund and retain the product for free. This is a form of digital shoplifting.8) While have no reason to believe that this particular customer was attempting anything dishonest, her failure to enter the correct shipping address and her acceptance of the order after being required to confirm the address that she had provided, caused the problems with her order.9)After waiting for a while, we had not received the package returned by the shipper which left us wondering whether or not the package was in someone else's hands. But since we do our best to track shipments, it appeared that this product did not ever make it to the customer either.10) Therefore, we eventually provided a full refund even though we had no legal obligation to do so and even though the error was the customers own failure to provide a proper shipping address. 11) As I'm sure you are aware, in dealing with many different businesses, there are a number of scams in the industry and there will never be a shortage of new ones. We are required to be diligent in our business practices and do what we car to minimize losses. Again, don't believe that this particular customer was intentionally trying to do anything illegal but it causes price increases to everybody when these types of situations occur.12) With that, appreciate your contact and I will consider this case closed.