M&T Events

We received your letter with [redacted] ***'s responseWe would like to address this issue in detailWe notice after doing our bookkeeping that [redacted] ***'s invoice was still open with the original balance of $Therefore, we resent [redacted] the invoiceAfter the initial resend, we e-mailed [redacted] another invoice including late fees on October 8" She got upset and demanded we send her an invoice for $After a period of back and forth communication, of why the cake stand costed $and the fact that [redacted] signed a legal document that stated she would be responsible for the replacement cost if it is above the initial deposit, she became more upset (see original response to you and its attached Cake Stand authorization).On November 7" [redacted] claimed that she paid us $Our records did not reflect these claims, due to [redacted] DisputeOur System records all payments that are attached to an invoiceDue to the dispute, her payment was rerouted and the money she said she paid was deposited in a batch transaction and was not visible to usNot only was it not visible to us but we also had to pay a $dispute fee and therefore the transaction was just for We had to do extensive research with our bank and credit card processing company to find this discrepancyHad [redacted] simply sent us proof of this, as she sent you, we would have gladly credited her for the SHowever, she did not provide us with this documentation.We have adjusted her invoice in our System accordinglyThe invoice is attachedAs we do understand [redacted] ***'s complaint, she did in fact sign a contract that clearly stated that she would be responsible for paying the replacement fees of a new stand if that stand Costed over $The Authorization clearly states that we would be authorized to charge her the difference for any cake stand over this feeTherefore, [redacted] disputed a legitimate chargeA standard single cake stand costs approximately $ [redacted] had a Custom 5-piece stand, which can run $or moreIf you review the contract initially provided to you as a rebuttal, you will clearly see the statements in the contract about the stand replacement feesIf you review the picture of [redacted] ***'s cake, you can see that it is not a standard cake standIt would have been impossible to build the designed presentation with a traditional cake stand, which was agreed upon at the time of the tasting.We are saddened by this event and her complaint to the Revdex.com and over social mediaUnfortunately, we have had to seek legal action against [redacted] for deformation character of our company and her advice/recommendation to other potential customers to not do business with us (see enclosure)Because we are pursuing legal action against [redacted] ***, we have been advised, at this point, to not communicate with her directly and only through our legal counsel.Thank you, M & T Events

We received your letter and the complaint from [redacted]. We would like to address her Complaint thoroughly, therefore, you are being provided with additional documentation (evidence) that We are also using in our legal case against [redacted]. The main complaint is that [redacted] does not want...

to pay the $299 she owes for losing a cake stand we provided for her on her wedding day. [redacted] signed a Cake stand credit card authorization that clearly states that the $125 is the initial cost of a cake stand and that customers would be responsible for additional fees for any cake stand that costs more than $125. The credit card authorization for the cake stand was signed by [redacted] and is therefore in no way is a breach of contract. After waiting 2 months for [redacted] to find the cake stand, we eventually had to charge her the fee equivalent of the cake stand that was used. As [redacted]'s cake stand was custom made and therefore the fee for this stand was $299. After charging [redacted], she became extremely angry. While we understand that being charged a fee for losing a company's property can be distressing, [redacted] was well aware of the consequences of losing or damaging the cake stand. This was verbally communicated and provided in writing, which [redacted] signed the day that she purchased her wedding cake from our bakery.[redacted] disputed the fee with her bank and we did not receive payment as it was never deposited. In an invoice attached to this letter, you'll see that the fee was never deposited due to this dispute. At no time did we receive a partial payment from [redacted] or her bank. As our accountant went through our books, it was discovered recently that [redacted]'s invoice was never paid (as after speaking with our bank we found out that the charge was disputed by [redacted] and never deposited) and therefore, we had to send [redacted] a new invoice. [redacted] was indeed charge a late fee with this last invoice (after having sent her one a month beforehand that went unpaid), however, she did not receive late fees equivalent to the 1 year of no payment. She was charged $29.99 with this last invoice as the previous month invoice was not paid. We hope that the additional documentation will furtherclarify this situation. If you have any other questions, please do not hesitate to contact us.Martina B[redacted]

We received your letter with [redacted]'s response. We would like to address this issue in detail. We notice after doing our bookkeeping that [redacted]'s invoice was still open with the original balance of $299. Therefore, we resent [redacted] the invoice. After the initial resend, we e-mailed [redacted] another invoice including late fees on October 8" 2017. She got upset and demanded we send her an invoice for $125. After a period of back and forth communication, of why the cake stand costed $299 and the fact that [redacted] signed a legal document that stated she would be responsible for the replacement cost if it is above the initial deposit, she became more upset (see original response to you and its attached Cake Stand authorization).On November 7" 2017 [redacted] claimed that she paid us $125. Our records did not reflect these claims, due to [redacted] Dispute. Our System records all payments that are attached to an invoice. Due to the dispute, her payment was rerouted and the money she said she paid was deposited in a batch transaction and was not visible to us. Not only was it not visible to us but we also had to pay a $25 dispute fee and therefore the transaction was just for 100. We had to do extensive research with our bank and credit card processing company to find this discrepancy. Had [redacted] simply sent us proof of this, as she sent you, we would have gladly credited her for the S125. However, she did not provide us with this documentation.We have adjusted her invoice in our System accordingly. The invoice is attached. As we do understand [redacted]'s complaint, she did in fact sign a contract that clearly stated that she would be responsible for paying the replacement fees of a new stand if that stand Costed over $125. The Authorization clearly states that we would be authorized to charge her the difference for any cake stand over this fee. Therefore, [redacted] disputed a legitimate charge. A standard single cake stand costs approximately $165. [redacted] had a Custom 5-piece stand, which can run $350 or more. If you review the contract initially provided to you as a rebuttal, you will clearly see the statements in the contract about the stand replacement fees. If you review the picture of [redacted]'s cake, you can see that it is not a standard cake stand. It would have been impossible to build the designed presentation with a normal traditional cake stand, which was agreed upon at the time of the tasting.We are saddened by this event and her complaint to the Revdex.com and over social media. Unfortunately, we have had to seek legal action against [redacted] for deformation character of our company and her advice/recommendation to other potential customers to not do business with us (see enclosure). Because we are pursuing legal action against [redacted], we have been advised, at this point, to not communicate with her directly and only through our legal counsel.Thank you, M & T Events

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The complete lack of professionalism and disregard for the truth M&T has displayed is incredible.  I was contracted for $125 as the contract clearly states; that is what both parties agreed on.  My venue lost the cake stand during the night of our reception, I still agreed to pay the $125 as it was only right. I did became upset when they tried to charge me $299 claiming in a completely shady nature that they had provided me with a "upgraded" cake stand.  And they only told me this cost after the fact. They charged my card $299 in November 2016 without my authorization and I therefore disputed the charge with my bank and my bank refunded me the extra $174 after I sent my bank the contract.  I am attaching bank statements with proof of payment ($299) November 25, 2016 and the provisional credit I received of $174 in December 2016. That credit was finalized three months later in March 2017 which I can also send or fax to you.  The fact that this business is still harassing me for money, threatening to contact credit agencies, and threatening with attorney invoices over a year later when they were paid in November 2016 is completely unprofessional and scary.  It is horrifying that people like that can run a business.  But regardless, please see my bank statements attached as evidence of the payment and let me know if you need anything further from me at all. Regards,
[redacted]

Review: M&T Events provided the cake for our wedding on 04-12-2014. My husband and I had a cake tasting, design consultation, and signed a contract with M&T on 07-06-2013 for a wedding cake valued at $780.00. We paid with a Check so I cannot dispute with a Credit Card company. We were very clear regarding our design aesthetic and our contemporary tastes and even M&T provided us with a sketch of what our cake would look like. A few weeks prior to our wedding I contacted M&T to see if they had any design questions or concerns; to which they stated "no". Our cake was supposed to have a small delicate contemporary sugar "Chinese fan" as a cake-topper, but instead the cake was delivered to our wedding with five very LARGE and tacky "octopus tentacle" looking sticks protruding out of the top in a very sloppy fashion. We were devastated. I contacted M&T after our event to request an explanation and to request a partial refund to compensate for ruining our special wedding cake moment. They were unprofessional, insensitive; they admitted that they changed my cake design because they didnt like the fan idea, and they told me they did not understand why I did not like THIER new design choice and refused to issue me a refund. Not once did M&T contact me regarding any changes to our design. I was not offered a chance to approve of any changes to our cake design. We were very excited for a cake that reflected our wedding theme and personal tastes, which we did not receive. I feel taken advantage of. M&T offered no resolution or remorse regarding the poor communication skills or ethics. I am horrified and heartbroken that they ruined our cake and cake cutting, which was such a special element of our wedding. I will have to exclude the pictures of the cake from my photo albums. Also, the cake was sitting next to our sweetheart table for the entire reception, so it has to be in almost all of our reception photos. These large curly sticks were not cute; they were very tacky and were NOT at all in line with our taste.Desired Settlement: We wanted a very romantic and contemporary cake, with pretty flowers. We got an octopus caketopper. This was very heartbreaking and M&Ts lack of responsibility or care is a complete scam. I want a refund for $780.00 as I did not receive a product per contract. I have emailed M&T several times to reach a resolution but to no avail. They offered me a "free" anniversary cake. That does not repair the damage they have done to my once in a lifetime moment. They are completely unprofessional.

Business

Response:

Dear [redacted],We received your letter investigating a complaint from [redacted] (ID [redacted]) in which [redacted] complains about her wedding cake. We are a home bakery that specializes in unique custom cakes. We have found that [redacted]'s complaint is not at all truthful. [redacted] came to us for a custom designed cake on July 2013. [redacted] and l are former friends that worked together at [redacted]. When she came to us as a friend to have her wedding cake designed and priced out, we sketched up a draft cake for her and explained that depending on the actual outcome, her cake may change slightly if an element of her cake looked “off”. We sold [redacted] a $1300 cake for only $779.22. She paid with a Credit Card which discredits her statement that she paid with a check. We also let [redacted] know that she could call us at any time before or during the wedding to have her cake altered or repaired if needed.We created two top pieces for [redacted]'s cake (one fan like sugar piece and one curly fan piece) that we felt would be appropriate for her cake. The original fan piece did not match the cake design in any way and threw off the look completely. So we used the curly piece that [redacted] claims ruined her cake. The two pieces were made to be easily removed without showing any hint of having been there in the first place. We made these pieces removable on purpose, so in case she wanted it removed, we could easily remove it without any signs of it ever being there. No call was ever made to us and no complaint was ever sent to us until 3 weeks after her wedding.The day after the wedding, [redacted]'s mother came to our bakery to return the cake stand and gushed about how everyone was mesmerized with the cakes design and taste. She even stated how much [redacted] loved her cake. The cake was also posted on our Facebook site where it received numerous compliments. So you can imagine our shock when three weeks after [redacted]'s wedding, we received an email from her stating that she hated the top piece. While we tried talking to [redacted], she became more insulting and rude. We tried offering a free anniversary cake but all [redacted] was interested in was a refund for a cake that was delivered and completely consumed by her guests. Because we did deliver a cake and because it was consumed, we explained that we could not refund her the full amount of the cake. Because the issue was only the topper of her cake, we could offer her a free cake for future use. [redacted] became verbally abusive and began threatening us. Shortly after, we spoke with a guest at her wedding that informed us that [redacted] was demanding refunds from all of her vendors, from her dress, to her flowers, to her photographer, and clearly to us. We can understand us being an easy target as we used to be friends. However, we have already done everything possible to work with her but she refuses to take anything but a refund. We also have a letter from a wedding guest that stated their belief that [redacted]'s only objective here is to get money. Once we heard this, we immediately sought council from our attorney.While everyone is bound to get a customer that is not happy, we take pride in making sure our customers are taken care of. We are also acutely aware of how to deal with customers after being in the customer service field for over 25 years and in no way responded in the fashion [redacted] states that we responded. We would never and have never treated our customers in that manner. This can be attested to by the five star rating we have on www.Weddingwire.com. We take any complaint seriously and we do our best to make our customers happy. We are also a bakery that displays edible works of art and as we told [redacted], during her tasting session, every piece of artwork that we draw up changes slightly as it is built to scale. [redacted] will clearly not be happy unless, as she states, she gets a full refund for her cake. Unfortunately this will not happen because the cake was delivered and entirely consumed. There was no complaint about the quality of the cakes taste or design, except for the topper that was removable.I have included the letter we received from one of her friends and coworker as well as a picture of her cake. We ask that you keep the letters and not send them on to [redacted], 50 as protect the privacy of those that sent us a statement.You can however contact the following people to get a statement from them on this issue:[redacted]If you need to talk to me in person, I can be reached at ###-###-####.Thank you,Tiffany B

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

June 6, 2014