Tastee Cookie Company

Our store policy for refunds was changed as of Jan for the reasons described in our last responseIt has been posted in our bakery since Jan and was posted on Facebook and the website as a result of this incidentThe clerk that Ms [redacted] spoke with was following instructions based on our policy While I understand that no product was delivered (due to the fact that the recipient didn't want the product delivered to a 2nd address and there was no one at the 1st address once the location was found on Ft Benning), Ms***'s mother still has an in-store credit and has the option to use it at anytime during our business hoursShe is more than welcome to get the cookie tray that her daughter originally ordered or she can choose to use it on a combination of other products that we have in our bakery Again, once the order was taken and Ms***'s credit card was run through our system the product was made SPECIFICALLY for the recipient even though it was not personalizedMs***'s mother did decline having it delivered to a 2nd address and she also didn't want to pick up the tray from the bakery

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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I am dissatisfied with the resolution because of the following: 1.) I received no product or my money backThere was no posting of the company return policy on the company's website and there was no notification during the transaction or by a receipt There was a notification of in store credit 22-hours for cancellation on the owner’s facebook page after the incident of my order not being delivered occurredI feel this was just to cover one's self because the notification was not posted 2.) The sales clerk who took my order told me that they were familiar with the organizations on postThe owner would drop off the cookies The drop off fee should be rein burst due to the clerk stating that she knew/or the owner knew where the company was locating on postIf the clerk was confused, she should have called me back or contacted her supervisor for more directionsMy mother also stated that this organization is big on FtBenningSo it should have been found easilyOnce again, this is not the customer fault 3.) Ethics- My mother and I did not hang up the Sales Clerk I told the sales clerk to have the manager call meShe said yes mam and I hung up the phone Again, I did not receive a phone call from the owner Overall, I should not have received this type of service and even after the incident occurred and was notifiedI ordered the cookies online as an out of state residentI should have had my cookies dropped off as agreed or the order should have been cancelledThese cookies were original cookies that were not personalizedThey could have been resoldIf I wanted to pick up the cookies I would have stated that on the phone, but I purchased cookies to be deliveredSo no I do not agree with the in-store credit as a settlement

Revdex.com:
I have reviewed the 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Our store policy for refunds was changed as of Jan for
the reasons described in our last responseIt has been posted in our bakery
since Jan and was posted on Facebook and the website as a result of this
incidentThe clerk that Ms*** spoke with was following instructions based
on our policy
Response: This
policy was in storeI purchase these cookies online. I reside out of stateThis policy was not
stated to me on the phone before or after the transaction of the cookie orderThe
policy was not on the company’s website when I purchased the cookiesI did not
receive a receipt with the company’s policyTherefore, I did not receive notification
of this policy
While I understand that no product was delivered (due to the
fact that the recipient didn't want the product delivered to a 2nd address and
there was no one at the 1st address once the location was found on Ft Benning),
Ms***'s mother still has an in-store credit and has the option to use it at any
time during our business hoursShe is more than welcome to get the cookie tray
that her daughter originally ordered or she can choose to use it on a
combination of other products that we have in our bakery
Response: The
product was declined because it was supposed to be dropped off as agreed in the
purchase orderMy mother had other birthday engagements that day and could not
pick up the cookiesBesides that, my mother was the recipient and not the
purchaser Because I am an out of state
resident, I purchased these cookies to be dropped offThis was the whole point
of a birthday surprise, not for my mother to pick up cookies from the store or
meet the sales clerk half way off the base to pick up these cookiesI paid for
delivery to the 1st addressIf no one was at the desk to drop off
the cookies, the sales clerk should have called me or my mother for further
directionsNot return to her shop and say oh, I couldn’t find it or no one was
at the facilityThen, I’m still charged with a delivery
Again, once the order was taken and Ms***'s credit card
was run through our system the product was made SPECIFICALLY for the recipient
even though it was not personalizedMs***'s mother did decline having it
delivered to a 2nd address and she also didn't want to pick up the tray from
the bakery.
Response: My mother could not pick up
these cookies because of prior birthday engagementsThis is truly wrongIf
this happened to the owner, how would she feel? Would she be okay with this service
or upset because she was taken advantage of and her money was stolen? How would
she feel truthfully from the customer’s standpoint and not as the Owner of Taste
cookie Company?

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Re:  Revdex.com Case # [redacted]
 
I am the owner of Tastee Cookie Company and was not at the bakery when this phone order was taken. However, I was made aware of when the order came in and the incidents surrounding the attempted delivery and response to the purchaser from our sales clerk on the following day.
 
To my knowledge the order was taken on Apr 2, 2014 and the customer’s credit card charged for a 3 dozen cookie tray. After the order was agreed upon and paid for, the sales clerk had begun baking the cookies for the tray. The order was to be delivered to a facility on Fort Benning for the customer’s mother’s birthday party on Apr 3, 2014. The customer confirmed during the call that the order needed to be delivered no later than 10:30 a.m. I had planned to make the delivery but the time requested conflicted with my schedule so the sales clerk who took the order attempted to make the delivery for me. She was lost at first because military addresses can be hard to find but when she finally arrived to the address there was no one there for her to drop the cookies off to. She then went straight to the bakery to call the customer but found that the customer had already called and left a message on our voicemail that morning stating that the birthday party at Fort Benning had been cancelled and to cancel the order altogether. After reviewing the message, the clerk called the customer to find out exactly what needed to be done. The clerk was able to get the customer on the line after a few attempts at calling her cell phone. (In between calling the customer, the clerk was keeping me informed of what had happened and at how many times she tried calling the customer.) The clerk advised the customer that she was unable to make the delivery because no one was there. The customer said that she wanted to cancel. The clerk replied that all sales are final and that she couldn’t do a refund but offered to deliver the cookies to a different address or give the recipient a store credit. The clerk also told the customer that she had to confirm with me when she would be able to attempt a 2nd delivery because our bakery was open by this time and she was the only one there. The customer again asked for a refund. The clerk told her that we give store credit when orders are cancelled. The customer was very upset and told the clerk never mind and just hung up on her. The clerk then tried calling the recipient to see if there was another address that we could deliver to. The recipient said she needed the tray delivered by 3pm. The clerk said that she needed to get an approval to temporarily close the bakery to make the 2nd delivery attempt. The recipient said forget it just cancel the order I don’t want the tray anyway. She also hung up the phone before the clerk could advise her of having a store credit to be used at a later date. The clerk then called to let me know what happened with the customer’s mother. I told her to leave the tray as is until the end of the day just in case the customer or the mother changed their mind and decided to take the tray. I also told her to print up a duplicate receipt and keep the receipt and phone order together for the Store Credit. I was never told that I personally needed to contact the customer because she and her mother kept rudely hanging up on the clerk who was only enforcing the rules that I have established for the bakery.
 
In the past, we have had so many customers who have placed orders with us and never came in to pick up or pay for them. Some of the orders could not be resold because they were made specifically for that customer (i.e. Happy Birthday Fred on a giant cookie cake or some specialty cookie that only the customer likes that is not sold on our regular line). Also, some customers never called to cancel and simply never showed up for pick up. We would make the order in good faith that the customer would come in and pay but when they didn’t it cost us a lot of money. So when taking phone orders we started taking the payments prior to actually baking the order to encourage the customer not to cancel and not to forget to pick the orders up. Effective 1/1/2014, we started taking non-refundable deposits on large orders and giving a store credit for fully paid orders that were cancelled because we usually bake the order right after the payment is received which means that the money has already been used on the order.
 
On our in store receipts, it does say that all sales are final and that no refunds are given once the customer walks out of the bakery with the product. We also have signage posted in our bakery and on our website and Facebook page regarding the store credit policy for cancelled orders. For credit cards, we use the Square for processing. The Square allows for a certain amount of customization (logo, business address/phone) but unfortunately, it does not allow us to put on the confirmations that “all sales are final”. All the customer will see is a charge from our bakery on their statements when they pay with their credit cards over the phone.  
 
I sincerely apologize for Ms. [redacted]’s disappointing experience with our bakery. This is the 1stand only Revdex.com complaint we have ever received in approximately 6 years of business (to my knowledge). I believe that she is calling our staff unprofessional simply for the reason that my clerk was doing what she was instructed to do according to our bakery’s policy on pre-paid orders. The only exception to this rule would be if the order had not been made when the customer calls to cancel. In this incident, the order was made on the same day Ms. [redacted] called and a delivery was attempted which means that we had already invested product, time, and gas in completing the order.
 
We are still willing to give Ms. [redacted]’s mother the store credit for the cost of the tray plus sales tax which is $24.30. She can come in at any future date to get whatever combination of products that we she wants that add up to that amount. The $5.00 delivery fee cannot be refunded as the gas and time was already spent attempting to make the delivery on Apr 3, 2014 prior to us knowing that the order needed to be cancelled and not delivered.  
Ms. [redacted]
Tastee Cookie Company
4405 Armour Rd, Ste A
Columbus, GA 31904###-###-####www.TasteeCookieCompany.com

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 I am dissatisfied
with the resolution because of the following:
1.) I received no product or my money back. There was no
posting of the company return policy on the company's website and there was no
notification during the transaction or by a receipt.  There was a notification of in store credit
22-23 hours for cancellation on the owner’s facebook page after the incident of
my order not being delivered occurred. I feel this was just to cover one's self
because the notification was not posted.
2.) The sales clerk who took my order told me that they were
familiar with the organizations on post. The owner would drop  off the cookies.   The drop off fee should be rein burst due to
the clerk stating that she knew/or the owner knew where the company was
locating on post. If the clerk was confused, she should have called me back or
contacted her supervisor for more directions. My mother also stated that this organization
is big on Ft. Benning. So it should have been found easily. Once again, this is
not the customer fault.
3.) Ethics- My mother and I did not hang up the Sales Clerk.
I told the sales clerk to have the manager call me. She said yes mam and I hung
up the phone.  Again, I did not receive a
phone call from the owner.
Overall, I should not have received this type of service and
even after the incident occurred and was notified. I ordered the cookies online
as an out of state resident. I should have had my cookies dropped off as agreed
or the order should have been cancelled. These cookies were original cookies
that were not personalized. They could have been resold. If I wanted to pick up
the cookies I would have stated that on the phone, but I purchased cookies to
be delivered. So no I do not agree with the in-store credit as a settlement.

Our store policy for refunds was changed as of Jan 2014 for the reasons described in our last response. It has been posted in our bakery since Jan 2014 and was posted on Facebook and the website as a result of this incident. The clerk that Ms. [redacted] spoke with was following instructions based on our policy.
While I understand that no product was delivered (due to the fact that the recipient didn't want the product delivered to a 2nd address and there was no one at the 1st address once the location was found on Ft Benning), Ms. [redacted]'s mother still has an in-store credit and has the option to use it at anytime during our business hours. She is more than welcome to get the cookie tray that her daughter originally ordered or she can choose to use it on a combination of other products that we have in our bakery.
Again, once the order was taken and Ms. [redacted]'s credit card was run through our system the product was made SPECIFICALLY for the recipient even though it was not personalized. Ms. [redacted]'s mother did decline having it delivered to a 2nd address and she also didn't want to pick up the tray from the bakery.