Sophisti Cakes Incorporated

Order was placed on July 11, at approximately 5:PM under the name [redacted] (see attached photo)The order consisted of a custom [redacted] themed cake to look like a 3D [redacted] hand placed on a inch single layer vanilla pound cake with vanilla butter cream icingThe total for this order was $and, in accordance with our payment policy of a 50% deposit on any order over $100.00, we advised the customer that we would require a payment of $A [redacted] credit card number was provided and the charge of $was made at 5:19:PM on July 11th.On July 16, 2014, the day before the order date, a woman called to add custom [redacted] themed cookies to the already existing cake orderThe cookies included a [redacted] edible image on each cookie (see attached photo) and were priced at $eachThe total for this additional order was $(x $2.99)Our manager, Dan, took this phone call and added the cookies to the orderAt that time, he asked if the pick up time for the next day, July could be pushed back from the original time of 11:AM to 12:PM in order to give our decorators the additional time needed to complete the cookie order the following dayThis was agreed upon by the female customer and the order ticket was changed from a 11:AM pick up to a 12:PM pick up (see attached photo)On July, 17, the cake and cookie order was completedThe cake was finished and placed in our refrigerator at approximately 11:AM for easier transportation for the 3D cakeWe removed the cake from the refrigerator at approximately 12:for the scheduled pick upWe have a photo of a Caller ID phone log showing the cell phone number given at the time the order taken (# [redacted] ) calling SophistiCakes Bakery at 3:PM The person who made that call was asking for directions to our shop as he was having difficulty locating us(see attached photo)**SophistiCakes Bakery is located in the [redacted] Apartment complexThe [redacted] Apartment complex has hour video surveillance of their property, including SophistiCakes Bakery and our parking lotWe strongly dispute the customer's claims of waiting an hour for their cakePlease note that the video footage shows the customer arriving at exactly 3:PM on July 17, He leaves our front door at 3:PM and walks to his car and then turns around and comes back in the bakery at 3:PMHe then leaves the bakery again at 3:PM and walks to his car againHe again turns back and returns to the bakery at 3:PM(The male customer is on his cell phone throughout the video footage}Lastly, the male customer leaves SophistiCakes Bakery at 3:PM, walks to his car, gets in and pulls awayThe male customer was either in SophistiCakes Bakery or our parking lot for a total of minutes start to finishUpon the male customer's arrival at 3:PM, we started to bring the cake over to the counterThe cake box was lifted and the 3D [redacted] hand tiltedWe apologized to the customer and informed him that we would fix this immediatelyDuring this time, we showed the customer the [redacted] cookies that were boxed and ready to goWe did not at any time tell the customer that he could not take the cookiesThe customer DID indicate that he was worried about putting the cookies in the car while waiting for the cake since it was very hot that day(We have attached a copy of the weather report from July 17, 2014–see attached photo)The customer was very unhappy about having to wait for the cake to be corrected and repeatedly stated that he was running late to retrieve his son at camp and was in a hurryWe assured the male customer that it would take us a matter of minutesDuring this time our counter person, Colleen, attempted to finalize the payment for the orderOur records indicated the balance of $dueThe customer advised that he was under the impression that the order was paid in fullOur manager, Dan, went over the entire order and pricing with the customer and explained what payment we had received ($deposit on July 11, 2014) and what was still owedThe male customer did not offer payment and was very insistent that this order was already paid in fullThe male customer was on his cell phone and speaking to someone about payment and the questions surrounding it.At this time, we would not have allowed the customer to leave with the cookies because the male customer was unwilling to pay for them The male customer then began yelled at the decorator “l GOTTA GO!, I GOTTA GO!” and she responded that the cake was almost fixed and would be ready in a few minutesWe explained to the customer that the cake had been sitting out since their 12:pick up time and this was approximately hourslaterA female customer called the bakery at 3:PM (at this time the male customer was still here)Our decorator, Kristin, spoke to her and explained the entire situationWe apologized again and offered to reduce the cost of the order by $for any inconvenienceWhile on the phone with the female customer, the male customer left the shop unannounced and drove awayWe had not received any payment from him and he did not take the (now finished) cake or cookies at that timeKristin immediately advised the female customer that the cake was finished and her husband was now pulling awayShe said she would call him and have him return and then call us backNo return call was made and the male customer did not return for the itemsKristin called them back a few moments later at the original number that was supplied to us at the time the order was taken, and was hung up onKristin then called the number that the female customer had called the store with — it rang twice and went to voicemailKristin left a voicemail explaining that she talked to the store owner and we were willing to keep the store open past our closing time in order to wait for the costumer to return and pick up the cake and cookies, and that if they called back we would figure out a way to get their cake to them with an implication that we could possibly drive it to them if need beWe were very willing to work with the customers in order to accommodate them in any way that we could but they were not answering or returning our phone callsWe did charge the [redacted] credit card for the amount of $– the original balance of $less the $credit on July 17, at 4:14:PMWe were hoping that the customers would return after picking up their son to retrieve their items The next time we were in contact with the customers was Tuesday, July 22, (days later) when the female customer contacted us to question why we charged their credit card when they had not received any productThe customer was upset and questioning why our decorator was working on their cake without gloves and if we washed our hands after using the bathroomOur manager, Dan, attempted to speak to this customer but was again hung up on when trying to explain our reasoning for charging the credit cardPlease note that at no time was [redacted] used near the customers' cakeOur decorators do use plastic spray bottles with water to achieve certain decoration techniques We do not know why the customer is claiming that there was [redacted] used around their cake Our decorators do NOT use [redacted] near or around the cakesWe do not understand why the customers did not return for their items or call us to set up other accommodationsSophistiCakes Bakery completed this custom order as specified and made every attempt to address, accommodate and satisfy the customersSophistiCakes Bakery had this custom order completed for the 12:PM pick upWe regret that the customer was late picking up his son at 4:PM but this is of no fault of SophistiCakes BakeryWe feel that had the customer arrived to pick up their order at 12:PM as planned, they would not have been under those time constraints in picking up their child.We do feel that the customer is responsible to pay for this custom order and that the customers were not truthful in their complaint or their version of eventsSophistiCakes Bakery has been in business for 10+ years and has never received a complaint to the Revdex.comWe take such complaints very seriously and always strive for a high level of customer satisfactionThank you for your time in this matterWe look forward to hearing the results of this investigation.SophistiCakes Bakery

Order was placed on July 11, 2014 at approximately 5:00 PM under the name [redacted] (see attached photo). The order consisted of a custom [redacted] themed cake to look like a 3D [redacted] hand placed on a 10 inch single layer vanilla pound cake with vanilla butter cream icing. The total for...

this order was $164.99 and, in accordance with our payment policy of a 50% deposit on any order over $100.00, we advised the customer that we would require a payment of $82.50. A [redacted] credit card number was provided and the charge of $82.50 was made at 5:19:36 PM on July 11th.On July 16, 2014, the day before the order date, a woman called to add 30 custom [redacted] themed cookies to the already existing cake order. The cookies included a [redacted] edible image on each cookie (see attached photo) and were priced at $2.99 each. The total for this additional order was $89.70 (30 x $2.99). Our manager, Dan, took this phone call and added
the cookies to the order. At that time, he asked if the pick up time for the next day, July 17 could be pushed back from the original time of 11:00 AM to 12:30 PM in order to give our decorators the additional time needed to complete the cookie order the following day. This was agreed upon by the female customer and the order ticket was changed from a 11:00 AM pick up to a 12:30 PM pick up (see attached photo).
On July, 17, 2014 the cake and cookie order was completed. The cake was finished and placed in our refrigerator at approximately 11:00 AM for easier transportation for the 3D cake. We removed the cake from the refrigerator at approximately 12:30 for the scheduled pick up.
We have a photo of a Caller ID phone log showing the cell phone number given at the time the order taken (#[redacted]) calling SophistiCakes Bakery at 3:14 PM.  The person who made that call was asking for directions to our shop as he was having difficulty locating us. (see attached photo).
**SophistiCakes Bakery is located in the [redacted] Apartment complex. The [redacted] Apartment complex has 24 hour video surveillance of their property, including SophistiCakes Bakery and our parking lot. We strongly dispute the customer's claims of waiting an hour for their cake. Please note that the video footage shows the customer arriving at exactly 3:22 PM on July 17, 2014. He leaves our front door at 3:39 PM and walks to his car and then turns around and comes back in the bakery at 3:30 PM. He then leaves the bakery again at 3:51 PM and walks to his car again. He again turns back and returns to the bakery at 3:52 PM. (The male customer is on his cell phone throughout the video footage}. Lastly, the male customer leaves SophistiCakes Bakery at 3:53 PM, walks to his car, gets in and pulls away. The male customer was either in SophistiCakes Bakery or our parking lot for a total of 31 minutes start to finish.
Upon the male customer's arrival at 3:22 PM, we started to bring the cake over to the counter. The cake box was lifted and the 3D [redacted] hand tilted. We apologized to the customer and informed him that we would fix this immediately.
During this time, we showed the customer the [redacted] cookies that were boxed and ready to go. We did not at any time tell the customer that he could not take the cookies. The customer DID indicate that he was worried about putting the cookies in the car while waiting for the cake since it was very hot that day. (We have attached a copy of the weather report from July 17, 2014–see attached photo).
The customer was very unhappy about having to wait for the cake to be corrected and repeatedly stated that he was running late to retrieve his son at camp and was in a hurry. We assured the male customer that it would take us a matter of minutes. During this time our counter person, Colleen, attempted to finalize the payment for the order. Our records indicated the balance of $172.19 due. The customer advised that he was under the impression that the order was paid in full. Our manager, Dan, went over the entire order and pricing with the customer and explained what payment we had received ($82.50 deposit on July 11, 2014) and what was still owed.
The male customer did not offer payment and was very insistent that this order was already paid in full. The male customer was on his cell phone and speaking to someone about payment and the questions surrounding it.At this time, we would not have allowed the customer
to leave with the cookies because the male customer was unwilling to pay for
them. 
The male customer then began yelled at the decorator “l GOTTA GO!, I GOTTA GO!” and she responded that the cake was almost fixed and would be ready in a few minutes. We explained to the customer that the cake had been sitting out since their 12:30 pick up time and this was approximately 3 hourslater.
A female customer called the bakery at 3:46 PM (at this time the male customer was still here). Our decorator, Kristin, spoke to her and explained the entire situation. We apologized again and offered to reduce the cost of the order by $40.00 for any inconvenience. While on the phone with the female customer, the male customer left the shop unannounced and drove away. We had not received any payment from him and he did not take the (now finished) cake or cookies at that time.
Kristin immediately advised the female customer that the cake was finished and her husband was now pulling away. She said she would call him and have him return and then call us back. No return call was made and the male customer did not return for the items. Kristin called them back a few moments later at the original number that was supplied to us at the time the order was taken, and was hung up on. Kristin then called the number that the female customer had called the store with — it rang twice and went to voicemail. Kristin left a voicemail explaining that she talked to the store owner and we were willing to keep the store open past our closing time in order to wait for the costumer to return and pick up the cake and cookies, and that if they called back we would figure out a way to get their cake to them with an implication that we could possibly drive it to them if need be. We were very willing to work with the customers in order to accommodate them in any way that we could but they were not answering or returning our phone calls.
We did charge the [redacted] credit card for the amount of $132.19 – the original balance of $172.19 less the $40.00 credit on July 17, 2014 at 4:14:19 PM. We were hoping that the customers would return after picking up their son to retrieve their items.  The next time we were in contact with the customers was Tuesday, July 22, 2014 (5 days later) when the female customer contacted us to question why we charged their credit card when they had not received any product. The customer was upset and questioning why our decorator was working on their cake without gloves and if we washed our hands after using the bathroom. Our manager, Dan, attempted to speak to this customer but was again hung up on when trying to explain our reasoning for charging the credit card.
Please note that at no time was [redacted] used near the customers' cake. Our decorators do use plastic spray bottles with water to achieve certain decoration
techniques.  We do not know why the
customer is claiming that there was [redacted] used around their cake.  Our decorators do NOT use [redacted] near or around the cakes.
We do not understand why the customers did not return for their items or call us to set up other accommodations. SophistiCakes Bakery completed this custom order as specified and made every attempt to address, accommodate and satisfy the customers. SophistiCakes Bakery had this custom order completed for the 12:30 PM pick up. We regret that the customer was late picking up his son at 4:00 PM but this is of no fault of SophistiCakes Bakery. We feel that had the customer arrived to pick up their order at 12:30 PM as planned, they would not have been under those time constraints in picking up their child.We do feel that the customer is responsible to pay for this custom order and that the customers were
not truthful in their complaint or their version of events.
SophistiCakes Bakery has been in business for 10+ years and has never received a complaint to the Revdex.com. We take such complaints very seriously and always strive for a high level of customer satisfaction.
Thank you for your time in this matter. We look forward to hearing the results of this investigation.SophistiCakes Bakery

Review: Placed an over the phone order on July 11th 2014 for a Spider-man birthday cake and cookies. Pickup time was 12:30pm on July 17,2014. Upon arrival to store the Spider-Man cake had fallen over. Waited for an hour to receive birthday cake however baker was still working on the Spider-Man cake. Another employee who was previously using [redacted] around the cake stopped and tried to help fix the cake without washing her hands. Cake still was not ready and the employees would not let us at least retrieve the cookies. Requested several times for employees to let us have the cookies and we would pay for them but the employee refused. When placing the order over the phone on July 11,2014 give credit card information for an 82.00 deposit. After an hour waiting for the cake and it still wasn't ready, we left. Was late for our son's birthday party and we had to pick up another cake along the way. Sophisticakes without permission charged my credit card on July 18,2014 for 132.00 without any prior authorization because they had my stored my card information. I receive no product or services from this business and was charged for the deposit and then unknowingly charged for the rest of the order total.Desired Settlement: I would like my refund back in total including the deposit.

Business

Response:

Order was placed on July 11, 2014 at approximately 5:00 PM under the name [redacted] (see attached photo). The order consisted of a custom [redacted] themed cake to look like a 3D [redacted] hand placed on a 10 inch single layer vanilla pound cake with vanilla butter cream icing. The total for this order was $164.99 and, in accordance with our payment policy of a 50% deposit on any order over $100.00, we advised the customer that we would require a payment of $82.50. A [redacted] credit card number was provided and the charge of $82.50 was made at 5:19:36 PM on July 11th.On July 16, 2014, the day before the order date, a woman called to add 30 custom [redacted] themed cookies to the already existing cake order. The cookies included a [redacted] edible image on each cookie (see attached photo) and were priced at $2.99 each. The total for this additional order was $89.70 (30 x $2.99). Our manager, Dan, took this phone call and added

the cookies to the order. At that time, he asked if the pick up time for the next day, July 17 could be pushed back from the original time of 11:00 AM to 12:30 PM in order to give our decorators the additional time needed to complete the cookie order the following day. This was agreed upon by the female customer and the order ticket was changed from a 11:00 AM pick up to a 12:30 PM pick up (see attached photo).On July, 17, 2014 the cake and cookie order was completed. The cake was finished and placed in our refrigerator at approximately 11:00 AM for easier transportation for the 3D cake. We removed the cake from the refrigerator at approximately 12:30 for the scheduled pick up.We have a photo of a Caller ID phone log showing the cell phone number given at the time the order taken (#[redacted]) calling SophistiCakes Bakery at 3:14 PM. The person who made that call was asking for directions to our shop as he was having difficulty locating us. (see attached photo).**SophistiCakes Bakery is located in the [redacted] Apartment complex. The [redacted] Apartment complex has 24 hour video surveillance of their property, including SophistiCakes Bakery and our parking lot. We strongly dispute the customer's claims of waiting an hour for their cake. Please note that the video footage shows the customer arriving at exactly 3:22 PM on July 17, 2014. He leaves our front door at 3:39 PM and walks to his car and then turns around and comes back in the bakery at 3:30 PM. He then leaves the bakery again at 3:51 PM and walks to his car again. He again turns back and returns to the bakery at 3:52 PM. (The male customer is on his cell phone throughout the video footage}. Lastly, the male customer leaves SophistiCakes Bakery at 3:53 PM, walks to his car, gets in and pulls away. The male customer was either in SophistiCakes Bakery or our parking lot for a total of 31 minutes start to finish.Upon the male customer's arrival at 3:22 PM, we started to bring the cake over to the counter. The cake box was lifted and the 3D [redacted] hand tilted. We apologized to the customer and informed him that we would fix this immediately.During this time, we showed the customer the [redacted] cookies that were boxed and ready to go. We did not at any time tell the customer that he could not take the cookies. The customer DID indicate that he was worried about putting the cookies in the car while waiting for the cake since it was very hot that day. (We have attached a copy of the weather report from July 17, 2014–see attached photo).The customer was very unhappy about having to wait for the cake to be corrected and repeatedly stated that he was running late to retrieve his son at camp and was in a hurry. We assured the male customer that it would take us a matter of minutes. During this time our counter person, Colleen, attempted to finalize the payment for the order. Our records indicated the balance of $172.19 due. The customer advised that he was under the impression that the order was paid in full. Our manager, Dan, went over the entire order and pricing with the customer and explained what payment we had received ($82.50 deposit on July 11, 2014) and what was still owed.The male customer did not offer payment and was very insistent that this order was already paid in full. The male customer was on his cell phone and speaking to someone about payment and the questions surrounding it.At this time, we would not have allowed the customer

to leave with the cookies because the male customer was unwilling to pay for

them. The male customer then began yelled at the decorator “l GOTTA GO!, I GOTTA GO!” and she responded that the cake was almost fixed and would be ready in a few minutes. We explained to the customer that the cake had been sitting out since their 12:30 pick up time and this was approximately 3 hourslater.A female customer called the bakery at 3:46 PM (at this time the male customer was still here). Our decorator, Kristin, spoke to her and explained the entire situation. We apologized again and offered to reduce the cost of the order by $40.00 for any inconvenience. While on the phone with the female customer, the male customer left the shop unannounced and drove away. We had not received any payment from him and he did not take the (now finished) cake or cookies at that time.Kristin immediately advised the female customer that the cake was finished and her husband was now pulling away. She said she would call him and have him return and then call us back. No return call was made and the male customer did not return for the items. Kristin called them back a few moments later at the original number that was supplied to us at the time the order was taken, and was hung up on. Kristin then called the number that the female customer had called the store with — it rang twice and went to voicemail. Kristin left a voicemail explaining that she talked to the store owner and we were willing to keep the store open past our closing time in order to wait for the costumer to return and pick up the cake and cookies, and that if they called back we would figure out a way to get their cake to them with an implication that we could possibly drive it to them if need be. We were very willing to work with the customers in order to accommodate them in any way that we could but they were not answering or returning our phone calls.We did charge the [redacted] credit card for the amount of $132.19 – the original balance of $172.19 less the $40.00 credit on July 17, 2014 at 4:14:19 PM. We were hoping that the customers would return after picking up their son to retrieve their items. The next time we were in contact with the customers was Tuesday, July 22, 2014 (5 days later) when the female customer contacted us to question why we charged their credit card when they had not received any product. The customer was upset and questioning why our decorator was working on their cake without gloves and if we washed our hands after using the bathroom. Our manager, Dan, attempted to speak to this customer but was again hung up on when trying to explain our reasoning for charging the credit card.Please note that at no time was [redacted] used near the customers' cake. Our decorators do use plastic spray bottles with water to achieve certain decoration

techniques. We do not know why the

customer is claiming that there was [redacted] used around their cake. Our decorators do NOT use [redacted] near or around the cakes.We do not understand why the customers did not return for their items or call us to set up other accommodations. SophistiCakes Bakery completed this custom order as specified and made every attempt to address, accommodate and satisfy the customers. SophistiCakes Bakery had this custom order completed for the 12:30 PM pick up. We regret that the customer was late picking up his son at 4:00 PM but this is of no fault of SophistiCakes Bakery. We feel that had the customer arrived to pick up their order at 12:30 PM as planned, they would not have been under those time constraints in picking up their child.We do feel that the customer is responsible to pay for this custom order and that the customers were

not truthful in their complaint or their version of events.SophistiCakes Bakery has been in business for 10+ years and has never received a complaint to the Revdex.com. We take such complaints very seriously and always strive for a high level of customer satisfaction.Thank you for your time in this matter. We look forward to hearing the results of this investigation.SophistiCakes Bakery