Sugar Chic Cake Designs

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ When having a wedding consultation at Sugar Chic Cake Designs the customer receives a complementary taste testing at no chargeWhile the customer is tasting a series of questions are asked so we have the information needed to design and create their cakesAfter the taste testing, designing etca series of questions take place when its time to fill out the orderFinal quotes are givenCustomers if ordering, must pay a $non refundable deposit that goes towards their total and all I ask is that the order is paid in full at the latest one week before the wedding dateWhen all information is received the order must be repeated with the order held facing the customer(s) to ensure it is correct so both customer and business are on the same pageBrides handwritten email address is on the order for contactSo she had the order in front of her also at one pointWe have been holding our consultations this way for almost years and have never had an issueThe sister of the Bride was not at the consultationThe bride has not contacted me to complainI have contacted the bride twice after the conversation with her sister's initial complaint The information the Bride and Groom gave for the order was as follows: 3- Tier cake 6",10" 14" All Almond 1- Full(pieces) sheet cake Almond to be pre sectioned with a royal blue flower in eapiece (I baked a full sheet and cut it in half before decorating for ease of transport) So they received two 1/sheets at servings eachThis I believe is confusing them that they ordered full sheet cakesOn the order it is full sheet There was a decoration that needed to be finalized before it was complete that her and I needed to check up on After the information was repeated and everything is correct either it goes pending or is booked after the consultationThe Bride and Groom wanted to wait to make a decision so the order went into the file as pending The bride did contact me and let me know they decided to go with us and she would be in to pay the depositI had the go ahead to look for the decoration to finalize the orderWhen the Bride came in to pay the deposit I showed her the decoration for approvalShe thought it would work but wanted to check with the groom and look a bit more and said she would let me know her decisionNo mention was made to change the sheet cake to chocolate cake/rasp fillingCheck for deposit was noted on order I did not hear back from the bride about the decoration and the wedding was in less than a weekI needed the information to complete what was needed for the 3-tierso I contacted her with the email address she had written on the order that was takenI know brides get very busy nearing the date and thought she may have forgotten her decoration and the balance dueAs this has happened in the past in this businessI asked how she wanted to handle the decoration and also mentioned she had a balance due and needed to be paid in full before I could create and deliver her cakesShe responded by email and phone message to go head with the decoration I had gottenThat the other items would be at the reception and that her sister would be contacting me by phone to payoff the balanceNo mention was made that the 1- Full sheet cake was to be changedThe sister called that week to pay by phoneShe did not ask what her sister ordered and paid the remaining balance due of Nothing was said about changing the order of the 1- Full sheet cake at that timeOrder was made as written and deliveredSister left message on Monday(Not open)I didn't get to phone messages before contacting again on following dayI initially didn't understand what was being said in the beginning as she was saying the cakes where all wrong and they where not was as orderedI thought at first it was someone calling the wrong venderI was totally confused at this point and had to ask her questionsI could tell by her tone she was not happyAfter getting the bride's name I proceeded to read off the order as it had been takenWhen I said almond cake she snapped back at me and yelled, "It was not almond cake!" I told her yes it was! She was accusing me of lyingI put Tablespoons of almond flavoring in it I told herShe just went on and on and I was trying to give her the facts on the order but she would not stop to listen so I started talking over herShe thought they didn't get something and was overcharged and wanted a refundOut of exasperation I raised the tone of my voice telling her she needed to talk to the bride and I needed to talk to her also and she hung up on meI immediately called the bride and was not defensive and accusatory as the complaint is reportingI calmly told her she needed to contact her sister as she thinks the cakes were all wrong and that she was overchargedI asked if the 3-Tier was O.Kand she said it was beautiful and tasted wonderfulShe noticed that some of the guests she thought should have had choc/ rasp mousse cakeThat was the only statement she hadShe said when they came into the appointment she and the groom where interested in choc/rasp filled cakeI had served them a sampling of it but when it came to ordering they choose all almondI can only write down what information I receive when I ask the questionsI don't understand how this could happenSince the order was repeated back to themI asked her when she told me she wanted that flavor, she could not tell me when it was conveyedThe flavors are written down after the tastingIf the order was to be for 2- full sheet cakes almond and chocwith filling they would have gotten more servings than needed with no mention of shortage of cake from either partiesPlus the cost would have be much higherThe order was as conveyed with the appropriate servings needed and chargesI sent the Bride a copy by email of the order with what was ordered and conveyed and charged accordingly with her handwritten email as proof that the order was as requestedI have nothing bad so say about the bride she was calm and has not contacted me anytime on her ownShe and the sister's husband were very calm as I and easy to communicate withAs I see she failed to state in her Revdex.com reportAfter the sister talked to the bride she contacted by phone againShe proceeded to flatly say she didn't care what was discussed with the bride and IShe was demanding a full refundI could see this was going to go bad and suggested she take me to court and hung upI received a phone call from the sister's husbandHe suggested I let them know by a certain date what type of compensation/refund that would be appropriate at their dissatisfaction from my companyI called the sisters husband.He suggested I not have anymore contact with his wifeWhich I myself agreedAs there was no communicationI mentioned was this paying the balance a giftHe claims it wasHe stated that all the nasty untruthful posing as the bride and groom reviews he was posting would all go away if I payI told him how would I be assured they would be removedIt is a chance you will have to take was the responseWe will not be extorted or blackmailedHe also stated that the bride and groom intended on coming in the following day to discuss the matterI phoned the bride after and told her to let me know what time they where to arrive as my husband had to be presentShe did not respond nor both come in the following dayI don't understand why the bride and groom are not involved with this disputeShe ordered the cakeThe guests ate the cake and it was just a lack of communication to have the flavor of cake changed My customer was the brideNot the sisterShe ended up paying the balance and wants that balance back! Maybe this is a family dispute? We would be more than happy to have the bride and groom contact at anytime as this is the party that has the dispute the sister claims Unfortunately this will change on how other parties will be paying off customers balances in the future Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is the resolution?

Initial Business Response /* (1000, 5, 2015/11/16) */
When having a wedding consultation at Sugar Chic Cake Designs the customer receives a complementary taste testing at no charge. While the customer is tasting a series of questions are asked so we have the information needed to design and create...

their cakes. After the taste testing, designing etc.. a series of questions take place when its time to fill out the order. Final quotes are given. Customers if ordering, must pay a $100.00 non refundable deposit that goes towards their total and all I ask is that the order is paid in full at the latest one week before the wedding date. When all information is received the order must be repeated with the order held facing the customer(s) to ensure it is correct so both customer and business are on the same page. Brides handwritten email address is on the order for contact. So she had the order in front of her also at one point. We have been holding our consultations this way for almost 10 years and have never had an issue. The sister of the Bride was not at the consultation. The bride has not contacted me to complain. I have contacted the bride twice after the conversation with her sister's initial complaint.
The information the Bride and Groom gave for the order was as follows:
3- Tier cake 6",10" 14" All Almond
1- Full(96 pieces) sheet cake Almond to be pre sectioned with a royal blue flower in ea. piece.
(I baked a full sheet and cut it in half before decorating for ease of transport) So they received two 1/2 sheets at 48 servings each. This I believe is confusing them that they ordered 2 full sheet cakes. On the order it is 1 full sheet.
There was a decoration that needed to be finalized before it was complete that her and I needed to check up on.
After the information was repeated and everything is correct either it goes pending or is booked after the consultation. The Bride and Groom wanted to wait to make a decision so the order went into the file as pending.
The bride did contact me and let me know they decided to go with us and she would be in to pay the deposit. I had the go ahead to look for the decoration to finalize the order. When the Bride came in to pay the deposit I showed her the decoration for approval. She thought it would work but wanted to check with the groom and look a bit more and said she would let me know her decision. No mention was made to change the sheet cake to chocolate cake/rasp filling. Check for deposit was noted on order.
I did not hear back from the bride about the decoration and the wedding was in less than a week. I needed the information to complete what was needed for the 3-tier. so I contacted her with the email address she had written on the order that was taken. I know brides get very busy nearing the date and thought she may have forgotten her decoration and the balance due. As this has happened in the past in this business. I asked how she wanted to handle the decoration and also mentioned she had a balance due and needed to be paid in full before I could create and deliver her cakes. She responded by email and phone message to go head with the decoration I had gotten. That the other items would be at the reception and that her sister would be contacting me by phone to payoff the balance. No mention was made that the 1- Full sheet cake was to be changed. The sister called that week to pay by phone. She did not ask what her sister ordered and paid the remaining balance due of 308.00. Nothing was said about changing the order of the 1- Full sheet cake at that time. Order was made as written and delivered. Sister left message on Monday(Not open). I didn't get to phone messages before contacting again on following day. I initially didn't understand what was being said in the beginning as she was saying the cakes where all wrong and they where not was as ordered. I thought at first it was someone calling the wrong vender. I was totally confused at this point and had to ask her questions. I could tell by her tone she was not happy. After getting the bride's name I proceeded to read off the order as it had been taken. When I said almond cake she snapped back at me and yelled, "It was not almond cake!" I told her yes it was! She was accusing me of lying. I put 6 Tablespoons of almond flavoring in it I told her. She just went on and on and I was trying to give her the facts on the order but she would not stop to listen so I started talking over her. She thought they didn't get something and was overcharged and wanted a refund. Out of exasperation I raised the tone of my voice telling her she needed to talk to the bride and I needed to talk to her also and she hung up on me. I immediately called the bride and was not defensive and accusatory as the complaint is reporting. I calmly told her she needed to contact her sister as she thinks the cakes were all wrong and that she was overcharged. I asked if the 3-Tier was O.K. and she said it was beautiful and tasted wonderful. She noticed that some of the guests she thought should have had choc/ rasp mousse cake. That was the only statement she had. She said when they came into the appointment she and the groom where interested in choc/rasp filled cake. I had served them a sampling of it but when it came to ordering they choose all almond. I can only write down what information I receive when I ask the questions. I don't understand how this could happen. Since the order was repeated back to them. I asked her when she told me she wanted that flavor, she could not tell me when it was conveyed. The flavors are written down after the tasting. If the order was to be for 2- full sheet cakes 1 almond and 1 choc. with filling they would have gotten 96 more servings than needed with no mention of shortage of cake from either parties. Plus the cost would have be much higher. The order was as conveyed with the appropriate servings needed and charges. I sent the Bride a copy by email of the order with what was ordered and conveyed and charged accordingly with her handwritten email as proof that the order was as requested. I have nothing bad so say about the bride she was calm and has not contacted me anytime on her own. She and the sister's husband were very calm as I and easy to communicate with. As I see she failed to state in her Revdex.com report. After the sister talked to the bride she contacted by phone again. She proceeded to flatly say she didn't care what was discussed with the bride and I. She was demanding a full refund. I could see this was going to go bad and suggested she take me to court and hung up. I received a phone call from the sister's husband. He suggested I let them know by a certain date what type of compensation/refund that would be appropriate at their dissatisfaction from my company. I called the sisters husband.He suggested I not have anymore contact with his wife. Which I myself agreed. As there was no communication. I mentioned was this paying the balance a gift. He claims it was. He stated that all the nasty untruthful posing as the bride and groom reviews he was posting would all go away if I pay. I told him how would I be assured they would be removed. It is a chance you will have to take was the response. We will not be extorted or blackmailed. He also stated that the bride and groom intended on coming in the following day to discuss the matter. I phoned the bride after and told her to let me know what time they where to arrive as my husband had to be present. She did not respond nor both come in the following day. I don't understand why the bride and groom are not involved with this dispute. She ordered the cake. The guests ate the cake and it was just a lack of communication to have the flavor of cake changed.
My customer was the bride. Not the sister. She ended up paying the balance and wants that balance back! Maybe this is a family dispute? We would be more than happy to have the bride and groom contact at anytime as this is the party that has the dispute the sister claims.
Unfortunately this will change on how other parties will be paying off customers balances in the future.

Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the resolution?