OH My Ganache Bakery

I returned a cake that was extremely dry and not what I ordered. They told me that they do not take refunds and were condescending and accusatory.I picked up the cake on June 29th and served it at my birthday dinner on June 30th. I served about seven slices (out of a cake that had at least 30), and none of my guests finished their cake, complaining that it was dry, bitter, and not good at all. I tasted the cake, and I agreed with them--it was dry and tasted old. It was suggested that I return the cake. On Tuesday, July 2nd, I returned the cake (they are closed Sunday and Monday). As I walked in, the man behind the counter exclaimed, "I knew this was going to happen!" I explained that the cake was dry and that none of my guests ate the cake. They asked me how many guests did I have, and accused me of returning the cake because I had too much left over. The man cut a piece out of the cake and tasted it, and he said nothing--so I figured that he knew I was right. They were extremely rude and told me they had been in business so many years and that they had never had someone return a cake. They proceeded to argue with me and tried to make me feel as if I was wrong for not being satisfied with their product. Their customer service was horrible; they never once apologized. The owner agreed to give me half of my money back. I was not satisfied with that, because I felt disrespected, but I no longer wanted to argue with them, so I just took the money and left.Desired SettlementI paid a total of $50 for the cake (not to mention all the gas I spent driving out there). It would be great if I could get the rest of my money back. Also, I just want them to understand that "the customer is always right." Even if they disagreed with my opinion of their product, it was upon them to have some class and speak to me respectfully and ask me how I would like to be compensated. They were rude, obnoxious, and did not exhibit an ounce of grace.Business ResponseWhen **. [redacted] came to our bakery and placed her order, she told us she needs a cake for 6-7 people. She wanted number "30" cut-out cake. She was told, a 2 dimensional cake of kind needs to serve a minimum 25 people. She was advised to get smaller cake and put big number 30 on it. But she really liked the look of the big cake, and she went with it. Then she called the bakery several times after that to change flavors, change the day for pick up. She wanted to pick up on Saturday originally, then she wanted to change to Thursday (that was short notice for us and we said no). Then she wanted to pick up on Friday. When we asked when she will be eating the cake, she said Sunday. We told her no, you need to pick it up on Saturday, to make sure cake is fresh.Friday she called bakery again and wanted to change flavors, we already baked the cake at that point, so we couldn't change flavor. She called a few minutes later and wanted pick up the cake if it is ready. We told her no, we just baked it, we need let it cool before decorating it. She asked us not to put cake in refrigerator, make sure it will stay fresh. She was told, that all our cakes need to be refrigerated to stay fresh and take them out about 1 hour before serving, make sure they come to room temperature.On Saturday she picked up the cake and was very happy with how it turned out!Next week on Tuesday night she came back with the cake and her mom and told us that the cake was very bad, dry, and nobody ate it!! When we opened the box, only 6-7 pieces were missing and the rest of the cake was intact. You could see cake juices on board. There were no cut pieces or half eaten cake slices in the box. So, all pieces that were cut were gone.We are sorry, but we do feel that we did our best to satisfy our customer. We did apologize and we offered store credit, and she denied it. We feel we did a good job, we had other cakes with SAME flavors that were picked up the same Saturday and not a single customer called back with complaints about their orders. We do have very good customers and trust me, if they get something not what they used to, they will let us know! Then her mom said that icing tasted sugar free... So, they tried to make other excuses how they didn't like it... We try to stay on top on our products. And we do best job we can possibly do to make sure our customers are happy!! **. [redacted] wanted full refund and after considering everything, we didn't feel it was right, we spent too much effort to make sure she is happy with us! So she got back half of the amount! (We still have copy of the order form, all in changes and scratched off, changed again.)We are all from scratch bakery, we do not use cake mixes. Our cakes are very different from what you would buy in grocery store. We also, were voted #1 Bakery in Memphis for 2013 by [redacted]!!!! Thank you our dear customers for voting for us and all your love!!! We will keep doing our best!!Final Consumer Response(The consumer indicated he/she DID NOT accept the response from the business.)Their response is not factual. I called several times because I wanted to make sure that everything turned out right, being that it was my 30th birthday. I showed them pictures of my guests' plates full of uneaten cake. No one would put uneaten slices back inside the cake box; we were at a restaurant and the uneaten slices were thrown away. No one "made up" reasons as to why the cake was bad; it just was. I bake cakes myself and I know how to make a moist cake. The cake was simply dry, and that is the bottom line. I had a small party, but I was planning to eat the remainder of cake throughout that week with my family. There is no way that I would drive from Bartlett to Collierville to make up a reason to return a cake that I actually liked. It makes no sense. I DID NOT LIKE YOUR CAKE. IT WAS BAD!! Even so, this is about more than just a bad cake; it is mainly about how I was treated when I returned it. I was disrespected, spoken to in a condescending manner, debated, and accused. Even if you did not agree with me on the fact that I did not like your cake, there is no way that treating me in that manner exemplified good (or even average) customer service. Still, after filing a complaint with the Revdex.com, you are insisting that there was nothing wrong with the cake and that I returned it because I only needed so much--which is still being accusatory. Had you all just responded to me in a more reasonable manner, you would not have this blemish on your previously untarnished record.Final Business ResponseWe cannot stress enough that we are all from scratch bakery, our cakes do not taste like grocery store cakes or cakes from other bakeries that bake from mixes or scratch for that matter.. We are all different, so you can have a choice of what you like! Also, we do not bake one cake at a time. We mix a big batch and bake several cakes out of it, that are baking in same oven, same amount of time! We had other orders with same flavors for same day and NOT A SINGLE CUSTOMER CALLED BACK! We had chocolate chip cakes and we did have quite a few chocolate cakes! Let's say, you mixed up a batch of your favorite cake and you decided bake two small cakes out if it. One for your mom and one more for ... let's say, your friend, just because. You mix it, divide it into cake pans, bake...Then couple days later your friend sees you and tells you she didn't like your cake. And when you ask your mom how was it, she tells you it was good! Would you feel confused? This is what we feel now.The fact that nobody else had complained for that weekend, gives us a very good reason to believe, that nothing was wrong with our product! The cakes where good, its maybe just was not for your taste.. And this is understandable! We would never think that everyone has to love our cakes! No! Everybody has different taste buds! Some people like one thing and others don't! Just because you like one brand of something, doesn't mean others are terrible!!! They're just not for you! And this is normal and we completely understand! We did offered store credit (that you denied) for you to try something else! Maybe you don't like our chocolate cake, but maybe you will fall in love with our vanilla cake or strawberry!! Or maybe you will like something else, we do many different things! You used us for the first time and didn't gave us a chance!We are all humans after all! You also accused us of a bad cake and bad service. We had our feelings hurt as well! But, from the bottom of our hearts, Please, if you feel like we hurt your feeling, we are sorry! We didn't mean to make you feel bad or anything like it. We sorry that you had a bad experience with us. And we hope your next birthday cake experience will be better than this one. We always happy to gain friends! And it makes us very sad to lose one, especially in such bad setting. Again, we are sorry...