Pixy Cakes

Had the client contacted me directly instead of stating what I'm attaching on her personal page, that she was going to destroy me and my business I might have something further to say but after all of the snap shots I have of her personal page and the emails I have received from her "friends" stating she is going over board and nuts and apologizing for her actions Even in her facebook postings she is contradicting herself, and I have snapshots of what she has said The contract speaks for itself, and I stand behind itThe cake is EXACTLY what she ask for, she signed off on the sketch, and it's months past when I delivered it, and as the contract states I am not responsible for it after I drop it off, to which she also signed off on thatI never said I showed her Mother, who was very gracious and kind, I showed her husbandThere will be no refund, there will be no creditShe never once called the shop and left a message, she admits in the above post that she had our email, yet we never heard one word from her via email regarding her wedding cakeShe waited months and only then it wasn't contacting us, it was a barrage of facebook postings and reviewsShe has been on a witch hunt and over of her close friends have been on a mission to destroy me by posting reviews as if I did their cake on wedding wire, yelp, and google, and facebookShe is defaming me stating I acted like an attorney, which I have no idea what she is talking about, and she has her friends repeating it on line I have called facebook and they are looking into this as a potential harassment caseThey have full access to everything she posts and can prove I didn't send her anything acting like an attorney as everything is tied to an IP addressPlease see just a few of the samplings of what she wrote on her facebook

The customer came in and spent a great deal of time with one of my employees on August 20th, please send me an email address to send the videos' of the three exchanges that were made with this customer1) The day of the order August 20th between 6:47PM to 7:17pm2) The day the customer picked up the order August 22nd, 2:pm to 2:41pm3) The date the customer called into the shop, you can only hear my side of the conversation but you can clearly hear me trying to calm her down and explain to her I don't know what she's talking about that we only do fondant discs on our cupcakes, which I don't know if she thought I was being a smartie pants or what but I said numerous times "Mam please stop yelling at me, I'm trying to understand what you are talking about,they are exactly what you ordered"Please send me an email to be able to send these video clips to as they won't upload as an attachment in this responseI have uploaded a photo that the customer took and uploaded to our facebook page after leaving numerous reviews, and berating other customers of mineI have attached that to the file as a PNGI stand behind the order that was taken, and placed, the cupcakes are exactly what she ordered, and what she received, the only different in what she ordered and received was the minion cupcakes had hair on them and the ones in the picture did not because that customer ask for there not to be hair on themI still do not understand why she feels it's not the same, they are fondant discs, we don't do anything else, which I've explained several timesI will not be offering a partial credit, nor a full refund, or a partial refundShe was offered to bring them back in so I could ATTEMPT to either explain to her this is what they were, or try and fix them to her liking and she did not, she ate the product, she took the product, she did not bring the product back inShe accepted it and left, when she did call back in, even though she was extremely angry, I still offered to have to her come back in which she did not

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below*The owner is currently refusing to make any type of compensation for the discrepancies in the product that was created versus what was orderedAs you can see in the images attached, the cupcakes that were ordered were different than the cupcakes that were picked upThe first image (Minion Ordered) is a picture from Pixy Cakes website of the Minion Cupcakes that our order was based onThe second image (Minion) is a picture of the cupcakes that were made and picked upThe third image (Site Minion) is another picture of the Minion Cupcakes from the bakery's website which is what we orderedI am unhappy with the product because I paid for what was supposed to be custom cupcakes, with fondant covering the top of the cupcake to make it look like a minionThey were to be rounded, covering any icing, and decorated with the different faces of all the minionsThe product that was picked up was a dozen cupcakes that were topped with a hard, round piece of fondant that did not drape over the icing or form the rounded shape of a minionIt was as though this was the fastest, easiest way for the bakery to produce a minion cupcake instead of taking the time to create what was actually ordered and fully paid for in advanceThe quality of the product sufferedWhen we ordered the tiramisu cupcakes and the chocolate peanut butter cupcakes, the employee told us that they had different icings because of the specialty flavors and that they needed to be refrigerated, although both flavors of cupcakes had the same frostingI paid $for custom cupcakes that were showed to us in the store from an image on their website that had a 3D effect, made to look rounded like minions with a fondant blanket over the top of the icing that went to the edges of the cupcake itselfWhat I received were cupcakes that had a round coin placed on a mountain of frosting that were decorated on the top to look like the faces of minionsAgain, the picture showed to us in the bakery when we ordered were very different than the cupcake toppers that were given to us.After posting my complaint with the Revdex.com, I copy/pasted the same message in a review on the company's Facebook page, to which the owner started making rude comments to just as she was when on the telephone with meI noticed that there were multiple complaints on FB consisting of the same concerns with this individualIn no circumstance is it acceptable for a business owner to hang up on a customer when being told that their product is different than what was orderedIn the telephone conversation I had with the owner, I called in very politely and stated that I had just been in and picked up a dozen cupcakes, although they were slightly different than what was orderedThe owner immediately became defensive stating she didn't know what I was talking about and proceeded to cut me off when trying to explain what the difference wasI asked if she had access to the internet so that I could direct her to the image that the order was based off ofAs I was directing her through her company site, I stated that the image could be found through the home page, then by clicking on cupcakes, and by selecting "for boys" on the right hand side and that through this link a search box appearsShe interrupted me and argued that her site did not have a search functionI stated that she was being somewhat rude on the phone to which her response was that I was being rude and she proceeded to tell me that I needed to calm downI asked to speak to the manager to which she responded that she was the ownerShe went on to arguing and asked me what I wanted her to do, then asked if I wanted to bring the cupcakes back inBefore I could respond to that offer, she continued yelling and continued to tell me to calm down and said that I was making her very madShe started screaming over the phone and eventually hung up on meI called the business back, although the owner rejected my call and after one ring, it went to voicemailI was in an extreme rush when picking up the cupcakes and did not realize until I got home the difference in the ordered image (as I brought the picture up from the website upon getting home) and what was madeWhen picking up the cupcakes, the only statement I made was that the cupcakes were cuteHad she given me the opportunity, I would have came back in to have the cupcakes fixedBecause I did not have the opportunity to speak to her without her being defensive, yelling at me and eventually hanging up on me, we could have resolved the discrepancy without all of these measuresTo add to the problems that I encountered with the owner over the phone, she posted videos of myself and my husband on Facebook of us coming in to order and pick up the cupcakes, which was extremely inappropriate as not only is it an invasion of privacy (I did not give consent for those to be made public) but those two interactions had nothing to do with the conversation over the phone and the discrepancy in my custom orderThe only positive factor that came from her making the videos available, is that you clearly hear her employee ask me if I wanted the cupcake topper or the ones from the image on the site that she was showing me and you hear me state "no, the ones that look like minions from the site" pointing at the computerThis proves that I did not order what I received, which were cupcake toppers.When I called the bakery, all I wanted was to resolve the discrepancyMy hopes were that I could bring them back in and have them corrected as they were ordered for my sons second birthdayBecause they were toppers, my son only got to eat the plain cupcake without the minion coin on top because he couldn't bite through itNow that the cupcakes cannot be fixed, I want this issue resolved through other meansSince it cant be resolved by bringing them back in, I want a partial refund as I did not receive what I orderedAs stated above, the cupcakes were not created to meet the specifications of the orderI was given cupcake toppers and specifically did not order cupcake toppers Regards, [redacted]

After Cassie called and told us of the free delivery, my husband and I called Pixy Cakes to see if that was okay because we knew the wedding was Far. Lie 1: We called Pixy Cakes to confirm and/or change anything with free delivery, not them. When we informed were that they would not deliver that far for free, I was not at all upset. When I asked about the free delivery, the owner, Tina, immediately denied it saying she would never give such an offer out to a bride. That’s lie 2. I told her I did not mind paying full price for delivery, we were simply inquiring about the offer given.If the company does not own a refrigerated truck, then she should not have told me that she does. I asked if it would be the same if a family member drove the cake up in their car, and she said no, it would be better delivered by Pixy Cakes because they have a temperature controlled vehicle. Lie 3.The cake being smashed isn’t even the problem. I ordered a cake and I was delivered a completely different one from what we ordered. The 1st photo attached, which I also emailed to Pixy Cakes for reference, is what we ordered. Three tiers, hexagon middle, and edible glitter instead of pearls. Instead, we got the 2nd photo. The cakes are obviously not the same, nor what we ordered. That is why we want the refund.Lie 4 is Tina stating that she opened the cake with my husband and my mother. She specifically told my husband NOT to open the cake until it was on site because it could damage it. The cake was opened by my Aunt and dad.With the insulated box, Tina told my mom to leave the box outside and she would collect it in the morning by a certain time. The time came and went, and she never showed. We were all leaving back for town or to California early afternoon, so my mom left it for her. Tina not being there at the time she said she would be is her own fault, not my mother’s, nor mine. We are not responsible for things she doesn’t pickup when she says she will.

We moved from Avondale on August 12th to Scottsdale, at that time I decided to give any brides that were picking up their cakes free delivery so they were not inconveniencedWe called Brooke as she was picking up her wedding cake, what we didn't know was her wedding was in Flagstaff She
called on September 18th As soon as she told me she was getting married in Flagstaff and it was an outdoor wedding and the venue had a rocky/dirt road I told her we do not deliver wedding cakes on rocky/dirt roads, and I would never deliver to Flagstaff for freeShe was very upset that we were not willing to deliver the cake for freeI explained its a hour drive I have never owned a company refrigerated truck, I own a SubaruPlease see the 2nd page of the contract for specific decoration instructions, she SIGNED off on the contract. On the final page of the contract that she signed it clearly states we are not responsible for the cake once we drop it off, we dropped it off at the hotel which we were told is not where the wedding or ceremony was taking place, again we did this because I refused to deliver on a rocky/dirt road as it would destroy the cake. We did not hear anything was even wrong with the cake until this month and her wedding was October 13, She claims it was going to voicemail, we have a land line which means if we are on our phone it goes to voicemail, If she had left a voicemail message we would have called her back, but she admitted to me on one of her posts to my business facebook that she did not leave a message.I dropped off the cake to her husband and another female, I even showed the cake to her husband, I did tell the female not to keep opening the temperature controlled cake box that I delivered the cake in and to please be careful when transporting the cake I left my temperature controlled box with them, because they didn't have anything to transport the cake in, and they were not leaving the hotel for another hour

The customer came in and spent a great deal of time with one of my employees on August 20th, please send me an email address to send the videos' of the three exchanges that were made with this customer. 1) The day of the order August 20th between 6:47PM to 7:17pm2) The day the customer picked...

up the order August 22nd, 2:40 pm to 2:41pm3) The date the customer called into the shop, you can only hear my side of the conversation but you can clearly hear me trying to calm her down and explain to her I don't know what she's talking about that we only do fondant discs on our cupcakes, which I don't know if she thought I was being a smartie pants or what but I said numerous times "Mam please stop yelling at me, I'm trying to understand what you are talking about,they are exactly what you ordered"Please send me an email to be able to send these video clips to as they won't upload as an attachment in this response. I have uploaded a photo that the customer took and uploaded to our facebook page after leaving numerous reviews, and berating other customers of mine. I have attached that to the file as a PNG. I stand behind the order that was taken, and placed, the cupcakes are exactly what she ordered, and what she received, the only different in what she ordered and received was the minion cupcakes had hair on them and the ones in the picture did not because that customer ask for there not to be hair on them. I still do not understand why she feels it's not the same, they are fondant discs, we don't do anything else, which I've explained several times. I will not be offering a partial credit, nor a full refund, or a partial refund. She was offered to bring them back in so I could ATTEMPT to either explain to her this is what they were, or try and fix them to her liking and she did not, she ate the product, she took the product, she did not bring the product back in. She accepted it and left, when she did call back in, even though she was extremely angry, I still offered to have to her come back in which she did not.

Had the client contacted me directly instead of stating what I'm attaching on her personal page, that she was going to destroy me and my business.  I might have something further to say but after all of the snap shots I have of her personal page and the emails I have received from her "friends" stating she is going over board and nuts and apologizing for her actions.  Even in her facebook postings she is contradicting herself, and I have snapshots of what she has said.  The contract speaks for itself, and I stand behind it. The cake is EXACTLY what she ask for, she signed off on the sketch, and it's 3 months past when I delivered it, and as the contract states I am not responsible for it after I drop it off, to which she also signed off on that. . I never said I showed her Mother, who was very gracious and kind, I showed her husband. There will be no refund, there will be no credit. She  never once called the shop and left a message, she admits in the above post that she had our email, yet we never heard one word from her via email regarding her wedding cake. She waited 3 months and only then it wasn't contacting us, it was a barrage of facebook postings and reviews. She has been on a witch hunt and over 50 of her close friends have been on a mission to destroy me by posting reviews as if I did their cake on wedding wire, yelp, and google, and facebook. She is defaming me stating I acted like an attorney, which I have no idea what she is talking about, and she has her friends repeating it on line.  I have called facebook and they are looking into this as a potential harassment case. They have full access to everything she posts and can prove I didn't send her anything acting like an attorney as everything is tied to an IP address. Please see just a few of the samplings of what she wrote on her facebook.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. *The owner is currently refusing to make any type of compensation for the discrepancies in the product that was created versus what was orderedAs you can see in the images attached, the cupcakes that were ordered were different than the cupcakes that were picked up. The first image (Minion Ordered) is a picture from Pixy Cakes website of the Minion Cupcakes that our order was based on. The second image (Minion) is a picture of the cupcakes that were made and picked up. The third image (Site Minion) is another picture of the Minion Cupcakes from the bakery's website which is what we ordered. I am unhappy with the product because I paid for what was supposed to be custom cupcakes, with fondant covering the top of the cupcake to make it look like a minion. They were to be rounded, covering any icing, and decorated with the different faces of all the minions. The product that was picked up was a dozen cupcakes that were topped with a hard, round piece of fondant that did not drape over the icing or form the rounded shape of a minion. It was as though this was the fastest, easiest way for the bakery to produce a minion cupcake instead of taking the time to create what was actually ordered and fully paid for in advance. The quality of the product suffered. When we ordered the tiramisu cupcakes and the chocolate peanut butter cupcakes, the employee told us that they had different icings because of the specialty flavors and that they needed to be refrigerated, although both flavors of cupcakes had the same frosting. I paid $70 for custom cupcakes that were showed to us in the store from an image on their website that had a 3D effect, made to look rounded like minions with a fondant blanket over the top of the icing that went to the edges of the cupcake itself. What I received were cupcakes that had a round coin placed on a mountain of frosting that were decorated on the top to look like the faces of minions. Again, the picture showed to us in the bakery when we ordered were very different than the cupcake toppers that were given to us.After posting my complaint with the Revdex.com, I copy/pasted the same message in a review on the company's Facebook page, to which the owner started making rude comments to just as she was when on the telephone with me. I noticed that there were multiple complaints on FB consisting of the same concerns with this individual. In no circumstance is it acceptable for a business owner to hang up on a customer when being told that their product is different than what was ordered. In the telephone conversation I had with the owner, I called in very politely and stated that I had just been in and picked up a dozen cupcakes, although they were slightly different than what was ordered. The owner immediately became defensive stating she didn't know what I was talking about and proceeded to cut me off when trying to explain what the difference was. I asked if she had access to the internet so that I could direct her to the image that the order was based off of. As I was directing her through her company site, I stated that the image could be found through the home page, then by clicking on cupcakes, and by selecting "for boys" on the right hand side and that through this link a search box appears. She interrupted me and argued that her site did not have a search function. I stated that she was being somewhat rude on the phone to which her response was that I was being rude and she proceeded to tell me that I needed to calm down. I asked to speak to the manager to which she responded that she was the owner. She went on to arguing and asked me what I wanted her to do, then asked if I wanted to bring the cupcakes back in. Before I could respond to that offer, she continued yelling and continued to tell me to calm down and said that I was making her very mad. She started screaming over the phone and eventually hung up on me. I called the business back, although the owner rejected my call and after one ring, it went to voicemail. I was in an extreme rush when picking up the cupcakes and did not realize until I got home the difference in the ordered image (as I brought the picture up from the website upon getting home) and what was made. When picking up the cupcakes, the only statement I made was that the cupcakes were cute. Had she given me the opportunity, I would have came back in to have the cupcakes fixed. Because I did not have the opportunity to speak to her without her being defensive, yelling at me and eventually hanging up on me, we could have resolved the discrepancy without all of these measures. To add to the problems that I encountered with the owner over the phone, she posted videos of myself and my husband on Facebook of us coming in to order and pick up the cupcakes, which was extremely inappropriate as not only is it an invasion of privacy (I did not give consent for those to be made public) but those two interactions had nothing to do with the conversation over the phone and the discrepancy in my custom order. The only positive factor that came from her making the videos available, is that you clearly hear her employee ask me if I wanted the cupcake topper or the ones from the image on the site that she was showing me and you hear me state "no, the ones that look like minions from the site" pointing at the computer. This proves that I did not order what I received, which were cupcake toppers.When I called the bakery, all I wanted was to resolve the discrepancy. My hopes were that I could bring them back in and have them corrected as they were ordered for my sons second birthday. Because they were toppers, my son only got to eat the plain cupcake without the minion coin on top because he couldn't bite through it. Now that the cupcakes cannot be fixed, I want this issue resolved through other means. Since it cant be resolved by bringing them back in, I want a partial refund as I did not receive what I ordered. As stated above, the cupcakes were not created to meet the specifications of the order. I was given cupcake toppers and specifically did not order cupcake toppers.
Regards,
[redacted]

I offered her an in store credit and she has refused. I will still offer that as a good will effort. But, there will be no refund, she didn't come back into the shop, she's already left slanderous reviews all over the place. At this point that is all I'm offering, had she come into the shop as I clearly ask on the video, this might have gone a different route but before I even had a chance to respond to the Revdex.com complaint she was already writing reviews along with her family and friends. At this point I will offer I an instore credit as I did even after the reviews but she took the cupcakes, she didn't bring them back, she ate them.

After Cassie called and told us of the free delivery, my husband and I called Pixy Cakes to see if that was okay because we knew the wedding was Far. Lie 1: We called Pixy Cakes to confirm and/or change anything with free delivery, not them. When we informed were that they would not deliver that far for free, I was not at all upset. When I asked about the free delivery, the owner, Tina, immediately denied it saying she would never give such an offer out to a bride. That’s lie 2. I told her I did not mind paying full price for delivery, we were simply inquiring about the offer given.If the company does not own a refrigerated truck, then she should not have told me that she does. I asked if it would be the same if a family member drove the cake up in their car, and she said no, it would be better delivered by Pixy Cakes because they have a temperature controlled vehicle. Lie 3.The cake being smashed isn’t even the problem. I ordered a cake and I was delivered a completely different one from what we ordered. The 1st photo attached, which I also emailed to Pixy Cakes for reference, is what we ordered. Three tiers, hexagon middle, and edible glitter instead of pearls. Instead, we got the 2nd photo. The cakes are obviously not the same, nor what we ordered. That is why we want the refund.Lie 4 is Tina stating that she opened the cake with my husband and my mother. She specifically told my husband NOT to open the cake until it was on site because it could damage it. The cake was opened by my Aunt and dad.With the insulated box, Tina told my mom to leave the box outside and she would collect it in the morning by a certain time. The time came and went, and she never showed. We were all leaving back for town or to California early afternoon, so my mom left it for her. Tina not being there at the time she said she would be is her own fault, not my mother’s, nor mine. We are not responsible for things she doesn’t pickup when she says she will.

I offered her an in store credit and she has refused. I will still offer that as a good will effort. But, there will be no refund, she didn't come back into the shop, she's already left slanderous reviews all over the place. At this point that is all I'm offering, had she come into the shop as I clearly ask on the video, this might have gone a different route but before I even had a chance to respond to the Revdex.com complaint she was already writing reviews along with her family and friends. At this point I will offer I an instore credit as I did even after the reviews but she took the cupcakes, she didn't bring them back, she ate them.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. *The owner is currently refusing to make any type of compensation for the discrepancies in the product that was created versus what was ordered
As you can see in the images attached, the cupcakes that were ordered were different than the cupcakes that were picked up. The first image (Minion Ordered) is a picture from Pixy Cakes website of the Minion Cupcakes that our order was based on. The second image (Minion) is a picture of the cupcakes that were made and picked up. The third image (Site Minion) is another picture of the Minion Cupcakes from the bakery's website which is what we ordered. I am unhappy with the product because I paid for what was supposed to be custom cupcakes, with fondant covering the top of the cupcake to make it look like a minion. They were to be rounded, covering any icing, and decorated with the different faces of all the minions. The product that was picked up was a dozen cupcakes that were topped with a hard, round piece of fondant that did not drape over the icing or form the rounded shape of a minion. It was as though this was the fastest, easiest way for the bakery to produce a minion cupcake instead of taking the time to create what was actually ordered and fully paid for in advance. The quality of the product suffered. When we ordered the tiramisu cupcakes and the chocolate peanut butter cupcakes, the employee told us that they had different icings because of the specialty flavors and that they needed to be refrigerated, although both flavors of cupcakes had the same frosting. I paid $70 for custom cupcakes that were showed to us in the store from an image on their website that had a 3D effect, made to look rounded like minions with a fondant blanket over the top of the icing that went to the edges of the cupcake itself. What I received were cupcakes that had a round coin placed on a mountain of frosting that were decorated on the top to look like the faces of minions. Again, the picture showed to us in the bakery when we ordered were very different than the cupcake toppers that were given to us.
After posting my complaint with the Revdex.com, I copy/pasted the same message in a review on the company's Facebook page, to which the owner started making rude comments to just as she was when on the telephone with me. I noticed that there were multiple complaints on FB consisting of the same concerns with this individual. In no circumstance is it acceptable for a business owner to hang up on a customer when being told that their product is different than what was ordered. In the telephone conversation I had with the owner, I called in very politely and stated that I had just been in and picked up a dozen cupcakes, although they were slightly different than what was ordered. The owner immediately became defensive stating she didn't know what I was talking about and proceeded to cut me off when trying to explain what the difference was. I asked if she had access to the internet so that I could direct her to the image that the order was based off of. As I was directing her through her company site, I stated that the image could be found through the home page, then by clicking on cupcakes, and by selecting "for boys" on the right hand side and that through this link a search box appears. She interrupted me and argued that her site did not have a search function. I stated that she was being somewhat rude on the phone to which her response was that I was being rude and she proceeded to tell me that I needed to calm down. I asked to speak to the manager to which she responded that she was the owner. She went on to arguing and asked me what I wanted her to do, then asked if I wanted to bring the cupcakes back in. Before I could respond to that offer, she continued yelling and continued to tell me to calm down and said that I was making her very mad. She started screaming over the phone and eventually hung up on me. I called the business back, although the owner rejected my call and after one ring, it went to voicemail. I was in an extreme rush when picking up the cupcakes and did not realize until I got home the difference in the ordered image (as I brought the picture up from the website upon getting home) and what was made. When picking up the cupcakes, the only statement I made was that the cupcakes were cute. Had she given me the opportunity, I would have came back in to have the cupcakes fixed. Because I did not have the opportunity to speak to her without her being defensive, yelling at me and eventually hanging up on me, we could have resolved the discrepancy without all of these measures. To add to the problems that I encountered with the owner over the phone, she posted videos of myself and my husband on Facebook of us coming in to order and pick up the cupcakes, which was extremely inappropriate as not only is it an invasion of privacy (I did not give consent for those to be made public) but those two interactions had nothing to do with the conversation over the phone and the discrepancy in my custom order. The only positive factor that came from her making the videos available, is that you clearly hear her employee ask me if I wanted the cupcake topper or the ones from the image on the site that she was showing me and you hear me state "no, the ones that look like minions from the site" pointing at the computer. This proves that I did not order what I received, which were cupcake toppers.
When I called the bakery, all I wanted was to resolve the discrepancy. My hopes were that I could bring them back in and have them corrected as they were ordered for my sons second birthday. Because they were toppers, my son only got to eat the plain cupcake without the minion coin on top because he couldn't bite through it. Now that the cupcakes cannot be fixed, I want this issue resolved through other means. Since it cant be resolved by bringing them back in, I want a partial refund as I did not receive what I ordered. As stated above, the cupcakes were not created to meet the specifications of the order. I was given cupcake toppers and specifically did not order cupcake toppers.

Regards,

The customer came in and spent a great deal of time with one of my employees on August 20th, please send me an email address to send the videos' of the three exchanges that were made with this customer. 1) The day of the order August 20th between 6:47PM to 7:17pm2) The day the...

customer picked up the order August 22nd, 2:40 pm to 2:41pm3) The date the customer called into the shop, you can only hear my side of the conversation but you can clearly hear me trying to calm her down and explain to her I don't know what she's talking about that we only do fondant discs on our cupcakes, which I don't know if she thought I was being a smartie pants or what but I said numerous times "Mam please stop yelling at me, I'm trying to understand what you are talking about,they are exactly what you ordered"Please send me an email to be able to send these video clips to as they won't upload as an attachment in this response. I have uploaded a photo that the customer took and uploaded to our facebook page after leaving numerous reviews, and berating other customers of mine. I have attached that to the file as a PNG. I stand behind the order that was taken, and placed, the cupcakes are exactly what she ordered, and what she received, the only different in what she ordered and received was the minion cupcakes had hair on them and the ones in the picture did not because that customer ask for there not to be hair on them. I still do not understand why she feels it's not the same, they are fondant discs, we don't do anything else, which I've explained several times. I will not be offering a partial credit, nor a full refund, or a partial refund. She was offered to bring them back in so I could ATTEMPT to either explain to her this is what they were, or try and fix them to her liking and she did not, she ate the product, she took the product, she did not bring the product back in. She accepted it and left, when she did call back in, even though she was extremely angry, I still offered to have to her come back in which she did not.

Review: I order minion cupcakes for my sons 2nd birthday two days in advance. Originally, I was happy that they were able to take my order on such short notice. I made the order in store based off of a picture from their website that the employee had pulled up on the computer. The cupcakes shown had a fondant topping that wrapped over the top of white icing. The tops of the cupcakes were covered in fondant and had a round shape to them. The minions were both yellow and purple, to which our order was just the same. I paid in full upon placing my order, which totaled to just over $70 for one dozen cupcakes. Upon picking the cupcakes up, I was in a rush. I went home immediately and looked over the cupcakes to find that rather than a 3D fondant covered icing atop the cupcake, they were round discs made of fondant that were decorated like minions. The picture that I ordered from was soft fondant that wrapped over the top of a pile of icing, which had a 3D effect. What I picked up were 12 cupcakes with a pile of white frosting and a flat disc placed atop each of them that were painted and decorated to look like a minion. No 3D effect and quite amateur looking for being "custom cupcakes." Honestly, what I picked up could have been purchased from a grocery store. I immediately called the bakery to which the owner answered. I explained to her that I had just came in and picked up cupcakes and that they were slightly different than what I ordered. She then proceeded to get very defensive and short with me. While trying to explain to her the difference in what I ordered and what I picked up, she cut me off and asked me if I placed my order over the phone or in person. I explained that the order was made in person and that the woman who helped us had pulled the picture up on the website for us, which is what our order was based on. I asked if she could pull up the picture I was referencing, explaining how to get to that specific picture, which was through a search option under cupcakes, for boys. She argued that her website had no such search option. I tried walking her through how to get there, although she cut me off and continued arguing with me. I had stated that she was being very rude to me and asked if she was the manager, to which she replied that she was the owner. She asked if I wanted to bring them back in to be fixed, although before I could answer the question she told me I was being rude and that I could call back when I could speak to her without being rude. I was not being rude in any manner, rather I was trying to get her to view the picture on her website that was referenced when the order was made. She proceeded to yell at me like a tantrum throwing toddler and hung up on me. I waited a couple of minutes and called the store back, although the line went directly to voicemail. I am in disbelief that such a person could run a business. I would not anticipate this business lasting for very long as if this had been a wedding cake that was order and was incorrect, it definitely would not be suitable to treat the customer in such a horrible fashion for a mistake made by the bakery.Desired Settlement: I was not impressed by the "custom cupcakes" whatsoever. When spending $70 on 12 cupcakes, one has high expectations of the product. These fell short by far as they were nothing like what I ordered. The owner really needs to take a customer service and leadership class and learn how to take criticism. How can one make change for the better, or resolve small concerns if they cant take feedback on their work? Store credit is not acceptable as I will never purchase anything here again. A partial refund would be more than acceptable and suitable for this situation.

Business

Response:

The customer came in and spent a great deal of time with one of my employees on August 20th, please send me an email address to send the videos' of the three exchanges that were made with this customer. 1) The day of the order August 20th between 6:47PM to 7:17pm2) The day the customer picked up the order August 22nd, 2:40 pm to 2:41pm3) The date the customer called into the shop, you can only hear my side of the conversation but you can clearly hear me trying to calm her down and explain to her I don't know what she's talking about that we only do fondant discs on our cupcakes, which I don't know if she thought I was being a smartie pants or what but I said numerous times "Mam please stop yelling at me, I'm trying to understand what you are talking about,they are exactly what you ordered"Please send me an email to be able to send these video clips to as they won't upload as an attachment in this response. I have uploaded a photo that the customer took and uploaded to our facebook page after leaving numerous reviews, and berating other customers of mine. I have attached that to the file as a PNG. I stand behind the order that was taken, and placed, the cupcakes are exactly what she ordered, and what she received, the only different in what she ordered and received was the minion cupcakes had hair on them and the ones in the picture did not because that customer ask for there not to be hair on them. I still do not understand why she feels it's not the same, they are fondant discs, we don't do anything else, which I've explained several times. I will not be offering a partial credit, nor a full refund, or a partial refund. She was offered to bring them back in so I could ATTEMPT to either explain to her this is what they were, or try and fix them to her liking and she did not, she ate the product, she took the product, she did not bring the product back in. She accepted it and left, when she did call back in, even though she was extremely angry, I still offered to have to her come back in which she did not.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. *The owner is currently refusing to make any type of compensation for the discrepancies in the product that was created versus what was orderedAs you can see in the images attached, the cupcakes that were ordered were different than the cupcakes that were picked up. The first image (Minion Ordered) is a picture from Pixy Cakes website of the Minion Cupcakes that our order was based on. The second image (Minion) is a picture of the cupcakes that were made and picked up. The third image (Site Minion) is another picture of the Minion Cupcakes from the bakery's website which is what we ordered. I am unhappy with the product because I paid for what was supposed to be custom cupcakes, with fondant covering the top of the cupcake to make it look like a minion. They were to be rounded, covering any icing, and decorated with the different faces of all the minions. The product that was picked up was a dozen cupcakes that were topped with a hard, round piece of fondant that did not drape over the icing or form the rounded shape of a minion. It was as though this was the fastest, easiest way for the bakery to produce a minion cupcake instead of taking the time to create what was actually ordered and fully paid for in advance. The quality of the product suffered. When we ordered the tiramisu cupcakes and the chocolate peanut butter cupcakes, the employee told us that they had different icings because of the specialty flavors and that they needed to be refrigerated, although both flavors of cupcakes had the same frosting. I paid $70 for custom cupcakes that were showed to us in the store from an image on their website that had a 3D effect, made to look rounded like minions with a fondant blanket over the top of the icing that went to the edges of the cupcake itself. What I received were cupcakes that had a round coin placed on a mountain of frosting that were decorated on the top to look like the faces of minions. Again, the picture showed to us in the bakery when we ordered were very different than the cupcake toppers that were given to us.After posting my complaint with the Revdex.com, I copy/pasted the same message in a review on the company's Facebook page, to which the owner started making rude comments to just as she was when on the telephone with me. I noticed that there were multiple complaints on FB consisting of the same concerns with this individual. In no circumstance is it acceptable for a business owner to hang up on a customer when being told that their product is different than what was ordered. In the telephone conversation I had with the owner, I called in very politely and stated that I had just been in and picked up a dozen cupcakes, although they were slightly different than what was ordered. The owner immediately became defensive stating she didn't know what I was talking about and proceeded to cut me off when trying to explain what the difference was. I asked if she had access to the internet so that I could direct her to the image that the order was based off of. As I was directing her through her company site, I stated that the image could be found through the home page, then by clicking on cupcakes, and by selecting "for boys" on the right hand side and that through this link a search box appears. She interrupted me and argued that her site did not have a search function. I stated that she was being somewhat rude on the phone to which her response was that I was being rude and she proceeded to tell me that I needed to calm down. I asked to speak to the manager to which she responded that she was the owner. She went on to arguing and asked me what I wanted her to do, then asked if I wanted to bring the cupcakes back in. Before I could respond to that offer, she continued yelling and continued to tell me to calm down and said that I was making her very mad. She started screaming over the phone and eventually hung up on me. I called the business back, although the owner rejected my call and after one ring, it went to voicemail. I was in an extreme rush when picking up the cupcakes and did not realize until I got home the difference in the ordered image (as I brought the picture up from the website upon getting home) and what was made. When picking up the cupcakes, the only statement I made was that the cupcakes were cute. Had she given me the opportunity, I would have came back in to have the cupcakes fixed. Because I did not have the opportunity to speak to her without her being defensive, yelling at me and eventually hanging up on me, we could have resolved the discrepancy without all of these measures. To add to the problems that I encountered with the owner over the phone, she posted videos of myself and my husband on Facebook of us coming in to order and pick up the cupcakes, which was extremely inappropriate as not only is it an invasion of privacy (I did not give consent for those to be made public) but those two interactions had nothing to do with the conversation over the phone and the discrepancy in my custom order. The only positive factor that came from her making the videos available, is that you clearly hear her employee ask me if I wanted the cupcake topper or the ones from the image on the site that she was showing me and you hear me state "no, the ones that look like minions from the site" pointing at the computer. This proves that I did not order what I received, which were cupcake toppers.When I called the bakery, all I wanted was to resolve the discrepancy. My hopes were that I could bring them back in and have them corrected as they were ordered for my sons second birthday. Because they were toppers, my son only got to eat the plain cupcake without the minion coin on top because he couldn't bite through it. Now that the cupcakes cannot be fixed, I want this issue resolved through other means. Since it cant be resolved by bringing them back in, I want a partial refund as I did not receive what I ordered. As stated above, the cupcakes were not created to meet the specifications of the order. I was given cupcake toppers and specifically did not order cupcake toppers.

Regards,

Business

Response:

I offered her an in store credit and she has refused. I will still offer that as a good will effort. But, there will be no refund, she didn't come back into the shop, she's already left slanderous reviews all over the place. At this point that is all I'm offering, had she come into the shop as I clearly ask on the video, this might have gone a different route but before I even had a chance to respond to the Revdex.com complaint she was already writing reviews along with her family and friends. At this point I will offer I an instore credit as I did even after the reviews but she took the cupcakes, she didn't bring them back, she ate them.

We ordered what we thought was going to be an awesome cake for our son's 5th birthday party, and they let us down. They did not deliver on either presentation or professionalism - two things of utmost importance for a high-dollar bakery. We ordered a picture cake, and they decided this consisted of putting the image we presented (on copy paper, mind you) on top of a piece of fondant and telling us that it was not on edible paper because their printer was broken- "the black prints in a dark green, remember" - trying to make us think they'd mentioned this when we ordered the cake two or three weeks prior. I told her that neither my husband or I remember such a statement, and if they knew that it was broken when we ordered it, why didn't they have it fixed or try to come up with a way to meet our expectations between now and then? I told her the product we received was not worth the money we paid for it- she had the nerve to tell me it is the cost of a "regular cake with just writing on it." Which brings me to another point- they spelled the child's name wrong! We spelled it for them on the order form, it was printed properly on said order form, and they still spelled it wrong!! Luckily, my husband noticed it before he walked out the door and had them change it. When I brought this point up to the young lady on the phone, she had the nerve to remind me that they "took care of that." I was furious and demanded my money back because they did not deliver what we had paid for and they were on the brink of ruining a child's party. To this she said that the owner has never given anyone their money back, but she'd have her call me. This was on a Saturday afternoon- by Tuesday morning I still had not heard from said owner, not even to apologize. I took the initiative to call the store to remind them I was not going to just let this go by the wayside... Well, the owner ([redacted]) happened to be in, and the lady who answered the phone (her name was [redacted]) had her come to the phone. I started off by letting her know I wasn't sure if she didn't get my message from Saturday or if she was blatantly ignoring me, and she cut me off, aggressively assertive, saying "I am allowed to take a day off! I was off Sunday, I was off yesterday, and I've been here baking since 4:30am!" I tried saying something about the horrible cake we received and all she did was say "Horrible cake?! Well you can go find yourself another bakery!!" and proceeded to hang up on me. I am still shocked at the lack of professionalism or human dignity this place runs on.