Sweet Creations Bakery

Revdex.com: I have reviewed the offer and/or 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 I was not contacted by the business to try and change the pick up date There was no message on my house phone, my cell phone or an email sent to me I only agreed to come back to the store for the 4th time because MsA [redacted] said she would refund my money Refund my money means what I paid for the cake and not a different amount that she decides on after we had an understanding when I left at I have all of the email communication with this business that clearly states my position that I was told my money would be refunded and that is exactly what I expected from the company MsA [redacted] has proven to me as well as others (see their facebook page for other reviews for that date) that she is not professional, does not follow through with timely order nor is an individual who keeps her word I did dispute the charge with my card company and they said since she provided a valid signed slip their hands were tied Yes, the business required me to pay in full before they would take the order to which I will never do with any bakery in the future I was never even given a copy of my receipt for the cake I ordered The offer was not to support a church it was for the preschool to which many businesses in the complex supported and MsA [redacted] did not That was her choice and has no bearing on this matter MsA [redacted] wasted my time, gas and caused additional stress on a day that should have been nothing but a positive memory and it was not Again my position has not changed She said she would refund my money and that is what I expect her to do Regards, [redacted]

Here is how I viewed the situation that occurred on 10/24th and 25th.when placing the order the customer told us that she needed a cake for Sunday 10/25/2015. Typically we are closed on Sunday so she agreed to pick the cake up on Saturday On 10/24/we had two employees
that needed to leave for emergencies and one that was scheduled offSo on Saturday 10/24 I decided we needed to extend our week to include SundayWe attempted to call the customer and see if she could pick the cake up on Sunday insteadWhen the customer arrived on 10/24/she was told that we attempted to reach her and was unsuccessful. I asked if she could pick the cake on Sunday which she agreedThe customer returned on Sunday (once at 10:15 and then around 10:.45). While in an emotional state due to the stress of situation,the customer returned,I took complete responsibility for the issue and apologized for her inconvenience. I explained some of the issues I was having over the weekend with staff emergencies and equipment malfunctions. She seemed to be understanding and for that I was appreciative She has done business with us in the past and even asked if we would like to participate in her church activities. For those reasons I viewed her as one our most valued customers. I asked her if I could offer her some kind of refund, and I asked her if I could call her as soon as the cake was readyShe initially declined the refund and said in the most sincere way, no problem as long as I have it before the party startsShe told me the time of her party and left her phone number. The cake was ready shortly thereafterWhen her husband picked up the cake he said "my wife said something about a refund" I told him that I would contact her.The following week I asked one of my employees to call her and tell her that we would give her a refund for the decorating cost of the cake and will email her a receipt for her recordsShe said she was okay with that and asked for nothing moreWe immediately issued the refund and emailed her the receiptShe later replied to that email stating that she was never told what the amount of the refund would be on Sunday, and she did not hear the amount when we talked to her on the phone because she was holding a crying babyI attempted to reach out to the customer immediately after her first response and again later in the day to discuss what we both thought could be an acceptable resolution.Her first response was that she would just dispute the charge with her credit card company and will provide negative reviews for our business, because she knows how that can hurt a small business(Which she did both, however lost the dispute with the credit card company) I attempted to reach out to the customer once more and asked if there was a good time that I can call her to discuss the situation. At no time did she ask for any other adjustments. I was told that she didn’t want to talk about it anymore and to expect to hear from her credit card company. .I understand in any business small or large that incidents will occur and I did my due diligence to rectify the situation. Sent from my iPadSana ** ***Executive Pastry Chef/OwnerA***, IncSweet Creations BakerySouthshore Pointe DriveMidlothian, VA 23112Phone -639- SWEET (7933)http://www.facebook.com/sweetcreationsva

Here is how I viewed the
situation that occurred on 10/24th and 25th.when placing the order the customer told us that she needed a cake for Sunday 10/25/2015. Typically we are closed on Sunday so she agreed to pick the cake up on Saturday On 10/24/we had two employees that needed to leave for emergencies and one that was scheduled offSo on Saturday 10/24 I decided we needed to extend our week to include SundayWe attempted to call the customer and see if she could pick the cake up on Sunday insteadWhen the customer arrived on 10/24/she was told that we attempted to reach her and was unsuccessful. I asked if she could pick the cake on Sunday which she agreedThe customer returned on Sunday (once at 10:15 and then around 10:.45). While in an emotional state due to the stress of situation,the customer returned,I took complete responsibility for the issue and apologized for her inconvenience. I explained some of the issues I was having over the weekend with staff emergencies and equipment malfunctions. She seemed to be understanding and for that I was appreciative She has done business with us in the past and even asked if we would like to participate in her church activities. For those reasons I viewed her as one our most valued customers. I asked her if I could offer her some kind of refund, and I asked her if I could call her as soon as the cake was readyShe initially declined the refund and said in the most sincere way, no problem as long as I have it before the party startsShe told me the time of her party and left her phone number. The cake was ready shortly thereafterWhen her husband picked up the cake he said "my wife said something about a refund" I told him that I would contact herThe following week I asked one of my employees to call her and tell her that we would give her a refund for the decorating cost of the cake and will email her a receipt for her recordsShe said she was okay with that and asked for nothing moreWe immediately issued the refund and emailed her the receiptShe later replied to that email stating that she was never told what the amount of the refund would be on Sunday, and she did not hear the amount when we talked to her on the phone because she was holding a crying babyI attempted to reach out to the customer immediately after her first response and again later in the day to discuss what we both thought could be an acceptable resolutionHer first response was that she would just dispute the charge with her credit card company and will provide negative reviews for our business, because she knows how that can hurt a small business(Which she did both, however lost the dispute with the credit card company) I attempted to reach out to the customer once more and asked if there was a good time that I can call her to discuss the situation. At no time did she ask for any other adjustments. I was told that she didn’t want to talk about it anymore and to expect to hear from her credit card company. I understand in any business small or large that incidents will occur and I did my due diligence to rectify the situation.
Sent from my iPad
Sana ** ***
Executive Pastry Chef/OwnerA***, Inc
Sweet Creations Bakery
Southshore Pointe Drive
Midlothian, VA Phone -639- SWEET (7933)
http://www.facebook.com/sweetcreationsva

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was not contacted by the business to try and change the pick up date There was no message on my house phone, my cell phone or an email sent to me I only agreed to come back to the store for the 4th time because MsA*** said she would refund my money Refund my money means what I paid for the cake and not a different amount that she decides on after we had an understanding when I left at I have all of the email communication with this business that clearly states my position that I was told my money would be refunded and that is exactly what I expected from the company MsA*** has proven to me as well as others (see their facebook page for other reviews for that date) that she is not professional, does not follow through with timely order nor is an individual who keeps her word I did dispute the charge with my card company and they said since she provided a valid signed slip their hands were tied Yes, the business required me to pay in full before they would take the order to which I will never do with any bakery in the future I was never even given a copy of my receipt for the cake I ordered
The offer was not to support a church it was for the preschool to which many businesses in the complex supported and MsA*** did not That was her choice and has no bearing on this matter MsA*** wasted my time, gas and caused additional stress on a day that should have been nothing but a positive memory and it was not
Again my position has not changed She said she would refund my money and that is what I expect her to do
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or 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.
I was not contacted by the business to try and change the pick up date.  There was no message on my house phone, my cell phone or an email sent to me.  I only agreed to come back to the store for the 4th time because Ms. A[redacted] said she would refund my money.  Refund my money means what I paid for the cake and not a different amount that she decides on after we had an understanding when I left at 1045.  I have all of the email communication with this business that clearly states my position that I was told my money would be refunded and that is exactly what I expected from the company.  Ms. A[redacted] has proven to me as well as others (see their facebook page for other reviews for that date) that she is not professional, does not follow through with timely order nor is an individual who keeps her word.  I did dispute the charge with my card company and they said since she provided a valid signed slip their hands were tied.  Yes, the business required me to pay in full before they would take the order to which I will never do with any bakery in the future.  I was never even given a copy of my receipt for the cake I ordered.  The offer was not to support a church it was for the preschool to which many businesses in the complex supported and Ms. A[redacted] did not.  That was her choice and has no bearing on this matter.  Ms. A[redacted] wasted my time, gas and caused additional stress on a day that should have been nothing but a positive memory and it was not.  Again my position has not changed.  She said she would refund my money and that is what I expect her to do.    
Regards,
[redacted]

Review: I placed an order for my son's 1st birthday cake and was required to pay for it in full at time the order was placed. I called 2 days before I was to pick it up to confirm the time it would be available. They confirmed the time. I arrived at 4:00 pm on October 24th to pick it up as promised. When I walk in I see my cake on the table and it is not even frosted. She asks me, “ how much time do I have?” I told her my party was tomorrow but I was picking it up today because they were closed on Sundays. She proceeds to tell me that she will be there tomorrow to give me my cake just tell her what time. My husband told her 10:15 as we would be coming from church on our way home (the long way). I walk in at 1015 and once again my cake is NOT done. She was putting another coat of white frosting on it as she was talking to me. She said it wouldn't take long. Aggravated at this point, I told her I was going to run and pick up the last few things I needed for his party at Walmart and would be back.

When I come back my cake was still NOT done and she informs me that her projector broke and she has it outlined but still has to fill it in with frosting. I told her this was my 3rd time to her store for a cake I was supposed to have yesterday. I had already given her a generous amount of additional time to finish my cake. She starts crying at this point telling me all her staffing issues and excuses as to why it was not done. She informed me that she would refund my money if she could call me when it was done but promised it would be before my party started at 1:00. I said fine and gave my cell phone number. She called an hour before our party started but my husband had to leave some guests that already arrived from out of town to go and get the cake. We had to make 4 trips to this bakery in order to get our cake. They were not professional enough to call me and inform me ahead of time there was a problem which really irritated me. On Wednesday, October 28th, I received a call telling me they were processing my refund. When I received the refund receipt it was not what I was told on Sunday. Now I am disputing the charge with my credit card company. I will not be using this bakery again in the future nor will I recommend them to anyone. What was supposed to be a fun and enjoyable day started off very stressful all because this bakery was unprepared.

I understand that there is not much you can probably do, but I want to make sure that it is noted in their file so that future prospective customers know exactly what they are dealing with if they check on the business before using them.Desired Settlement: I would like the full refund that she promised me in the store that day if I would allow her to call me when it was done.

Business

Response:

Here is how I viewed the situation that occurred on 10/24th and 25th.when placing the order the customer told us that she needed a cake for Sunday 10/25/2015. Typically we are closed on Sunday so she agreed to pick the cake up on Saturday. On 10/24/2015 we had two employees that needed to leave for emergencies and one that was scheduled off. So on Saturday 10/24 I decided we needed to extend our week to include Sunday. We attempted to call the customer and see if she could pick the cake up on Sunday instead. When the customer arrived on 10/24/2015 she was told that we attempted to reach her and was unsuccessful. I asked if she could pick the cake on Sunday which she agreed. The customer returned on Sunday (once at 10:15 and then around 10:.45). While in an emotional state due to the stress of situation,the customer returned,I took complete responsibility for the issue and apologized for her inconvenience. I explained some of the issues I was having over the weekend with staff emergencies and equipment malfunctions. She seemed to be understanding and for that I was appreciative. She has done business with us in the past and even asked if we would like to participate in her church activities. For those reasons I viewed her as one our most valued customers. I asked her if I could offer her some kind of refund, and I asked her if I could call her as soon as the cake was ready. She initially declined the refund and said in the most sincere way, no problem as long as I have it before the party starts. She told me the time of her party and left her phone number. The cake was ready shortly thereafter. When her husband picked up the cake he said "my wife said something about a refund" I told him that I would contact her.The following week I asked one of my employees to call her and tell her that we would give her a refund for the decorating cost of the cake and will email her a receipt for her records. She said she was okay with that and asked for nothing more. We immediately issued the refund and emailed her the receipt. She later replied to that email stating that she was never told what the amount of the refund would be on Sunday, and she did not hear the amount when we talked to her on the phone because she was holding a crying baby. I attempted to reach out to the customer immediately after her first response and again later in the day to discuss what we both thought could be an acceptable resolution.Her first response was that she would just dispute the charge with her credit card company and will provide negative reviews for our business, because she knows how that can hurt a small business. (Which she did both, however lost the dispute with the credit card company) I attempted to reach out to the customer once more and asked if there was a good time that I can call her to discuss the situation. At no time did she ask for any other adjustments. I was told that she didn’t want to talk about it anymore and to expect to hear from her credit card company. .I understand in any business small or large that incidents will occur and I did my due diligence to rectify the situation.