Oak Mill Bakery

As a company who has been around for years, we do our due diligence in making sure we had all the information to determine how to handle the situation correctly and efficiently with the customer as our top priorityMs [redacted] rejection response does not give any additional adequate information; everything that she stated was based on personal beliefs and dislikes Upon inspection, there was nothing wrong with our product as we take pride in what we sell to our customersOur store procedure is the store manager would sit down with the customer who had a negative experience and fill out a customer complaint formMs [redacted] took this as an ‘interrogation’ but this is part of the managers dutyAs mentioned in our first response to this case we have a no return policyAs part of our company’s good faith, the manager took it upon herself to offer the customer an exchange for the product which the customer still refusedWe went above and beyond to try and satisfy [redacted] in store on 8/10/2017, the day of the complaint Warm regards, [redacted] Purchasing Manager

Complaint: [redacted] I am rejecting this response because: the substance was raw, unchewable and just not edibleChunky Sincerely, [redacted]

To Whom It May Concern, My name is *** *** and I am the quality control inspector of any returned product we receive from unsatisfied customers I have read and reviewed the complaint addressing the Apple Roulade. Miss *** had complained about there being a
substance in our filling. That substance is cinnamon. We make everything from scratch in our bakery as we are family operated and not commercial. Our apple filling consists of diced and sliced fresh apples, modified corn starch, and CINNAMONThis is an extremely basic dessert in our menu and involves very few ingredientsCustomers frequently buy something they have never tasted before but never demand a refund if they didn’t like it based on personal taste. They knew the risk they were taking in purchasing a new item they have never tasted and if it does not take to their liking they simply do not purchase that item again and buy a classic item off our menu they have had before. Being a family owned bakery, we frequently have monthly specials and new samples of items to choose from. Our sales associates are well trained and more than happy to answer any questions and explain the fillings and ingredients used in our products. The Apple Roulade however, is a classic and is a frequently purchased item I will be very honest when I say this is the first complaint I have received about it. We more frequently will receive complaints from private/custom orders that involve names, different phrases and unique flavor combinations. Further, our store has a sign stating all sales are final. Our printed receipt Miss *** has, also states on the bottom “All sales are final.” Unfortunately, we make everything by hand in our bakery and like any human, mistakes will happen. Yes, we will go against our own policy and still give refunds if there is something visually wrong or it is not up to our standard of quality For example, wrong decoration, misspelling of a name or wrong fillingHowever, food is a perishable purchase and we are not allowed to give refunds for returnsWe are more than happy to replace that purchased item with a new one if there is a defect of some kind. Buying too much of a product and wanting to return the half that was not consumed for a full refund is not allowed. Apple Roulade is made a couple times a week as it is only good for a few days because we do not use any preservatives. Upon my inspection, the product was exactly how it should look and taste minus the obvious pokes it endured. I am not responsible for someone’s desired taste in our ready-made items available at the store. If a customer is looking for something specific we always take custom orders and accommodate to the best of our ability. We sell our in store product the way I believe it should taste according to our bakery niche (European) and standardsThere are many family bakeries around the Chicago land area that may cater to Miss ***’s desired taste and I am more than happy to recommend them. I support them as much as they support me The cost of our Apple Roulade is due to using premium ingredients that most commercial bakeries cannot use because the shelf life needs to be longer We use fresh diced/sliced apples sourced from a local family farm in Michigan, modified corn starch, Vietnamese cinnamon, powdered cane sugar, cake flour, fresh egg whites, fresh egg yolks, granulated cane sugar, baking powder, corn syrup, heavy cream 36% and Callebaut semi-sweet chocolate chunks On a side note, the student that had received the other half of the Apple Roulade and not responding or thanking Miss *** has absolutely nothing to do with my product tasting good or bad and that sounds more like a personal problem For example, if I received something for my birthday and didn’t like it, I would still be polite enough to say thank you for it Any further questions I am more than happy to provide all information. I do apologize for Miss *** not being satisfied with our product but I am more than happy to point her to many other bakeries that may be of service Warm regards, *** *** Purchasing Manager Oak Mill Bakery *** * *** ** Des Plaines, IL www.oakmillbakery.com

As a company who has been around for 31 years, we do our due diligence in making sure we had all the information to determine how to handle the situation correctly and efficiently with the customer as our top priority. Ms. [redacted] rejection response does not give any additional adequate information; everything that she stated was based on personal beliefs and dislikes.   Upon inspection, there was nothing wrong with our product as we take pride in what we sell to our customers. Our store procedure is the store manager would sit down with the customer who had a negative experience and fill out a customer complaint form. Ms. [redacted] took this as an ‘interrogation’ but this is part of the managers duty. As mentioned in our first response to this case we have a no return policy. As part of our company’s good faith, the manager took it upon herself to offer the customer an exchange for the product which the customer still refused. We went above and beyond to try and satisfy [redacted] in store on 8/10/2017, the day of the complaint.     Warm regards, [redacted] Purchasing Manager

Complaint: [redacted]
I am rejecting this response because:the company is reluctant to admit that that particular product was deficient and not really suitable for consumption: my kids ate the out layer of chocolate and threw out the rest: big chunks of wet substance with somewhat artificial cinnamon flavor. not even good quality. My boyfriend who is a professional chef and owns his own restaurant Downtown and rarely critisizes my choice of  pastry admitted that it was no good. I have been a client of Oak Mill Bakery for over twelve years and my wedding cake came from them back in 2004. However having met such a strong and hateful opposition I regretfully state I am longer a fan of this establishment and I will publish my comments on every site that has to do with reviews. I do not need their staff to put me down and invalidate me with condescending derogatory remarks: it is not only that the yakky product that they produced( mistakes do happen, all they need to admit, rectify and move on) but they are putting a vast resistance: that's what sucks: ABSOLUTE LACK OF CUSTOMER SERVICE).
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the substance was raw, unchewable and just not edible. Chunky.
Sincerely,
[redacted]