The Cake Box

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 [Provide details of why you are not satisfied with this resolution.]
Regards,
This is the last email I sent to the business and I never received a responseSo yes, they did get one more email from meI am now understanding why you finally answered the emailit was not with concern of the incident but because of the complaint with the Revdex.com. Makes much more sense now. however I did not bring up the fact with you of it not matching what she requested because at the point I emailed you it didn’t matter the look, it mattered the fact that my granddaughter choked on HARD candies on the smash cakeI did not send blank emails to you. I simply forwarded the original email I sent. How would you like to resolve this issue? YOU are the business owner I am the unsatisfied customer. How would you like to make this better??

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.
My bank credited me back the money and rode off the chargeThis is in no way a solution from the business
The Cake Box is a poorly managed, community located business with a terrible reputation that lacks any customer service skills.
Regards,
*** ***

The customer first reached out to us regarding her granddaughter’s smash cake on September 27, with the following e-mail: “Good morning,
I have a complaint I would like to address regarding the smash cake made for my granddaughter’s “1st” birthday. It is very apparent that one year old babies do NOT have back teeth, some barely have teeth as they are turning only one. My granddaughter’s cake made by you all had hard candies (flowers, which we thought were icing --- I would never of thought it was HARD candy on a babies cake) on it, cute for looks but as far as for a one year old to smash and put in her mouth. NOT a good idea. My granddaughter was choked by this hard candy being on her smash cake. We literally had to pull her from the highchair and to turn her downward proceed to her hit her back and get the hard candy dislodged out of her airway. I am bringing this to your attention because it was so scary for the adults as well as the children around watching. I hope this being brought to your attention can keep from this happening to other little ones in the future.” The Cake Box responded to Ms*** on September 29, apologizing for the incident and advising her that her e-mail had not gone unnoticed. We were merely meeting about the incident with our employees and once we had our facts, etctogether, we responded with the following: “Ms***, Firstly please accept our sincerest apologies for what happened to your granddaughter this weekend as a result of our mistakeWe do appreciate it being brought to our attentionWe do not usually use any decorations that are not just frosting, on a baby's cake that could possibly cause a problem, like choking, unless requested by the parentIn this case, it should never have even been considered We also want to apologize for taking days to get back with you, we have been discussing this matter in great lengths and having one on one meetings with our employees to try and understand how this happenedAs stated before, this is not standard practice at The Cake BoxThe little flowers used on the baby's cake were royal icing made of egg whites and sugar which typically dissolve when exposed to moistureApparently this was not the case in this instanceWe simply cannot apologize enough, we are truly sorry! As a result of this traumatizing event and to prevent this from happening in the future, The Cake Box will no longer be offering complimentary smash cakes for the first birthday Again we apologize for not responding sooner but wanted to be sure we had discussed the situation with all employees before responding so that we had all our facts firstShould you have any questions or wish to discuss this matter further please don't hesitate to contact us.” It was not until we received a copy of the complaint from the Revdex.com that we learned the customer was not happy with the cake her daughter had ordered and was requesting a full refund. It was explained to the customer that the daughter provided a picture of a 3-tiered cake but only wanted a single tiered cake. Therefore, the cakes cannot look the same as pictured. The cake can only resemble a picture when taking it from a large scale to a small scale. The same concept of appearance also applies when you take a single tiered cake and request it to be a multi-tiered cakeThe Cake Box then asked the customer what we could do to come to a resolution surrounding the issues noted in her original emailThe Cake Box has apologized for the incident and in order to help prevent the same thing from happening again, The Cake Box will no longer be offering complimentary smash cakes. The Cake Box tried reaching out to the customer to determine if a resolution surrounding the issues of the original email could be made and it seemed to upset the customer. No further communications have been made

Please accept this response in regard to the referenced complaintBelow is a copy of the e-mail provided by the customer on August 11, at 10:a.m.:
"margin-bottom: 0pt;">"Hello,
I've attached the picture of what I want the cake to look like. I only want the bottom pink tier though, not the white tier on top. I would like the bow, and beads on it too - jut [sic] like in the pictureWritten on the top of the cake or on the cake board - "Happy Birthday ***"
Strawberry cake flavor
Buttercream icing
Mixed Berry filling
Small size - 10/people
Also, included in this order should be the cake pops discussedvanilla / chocolate white drizzle with sprinkles
Thank you Cake Box Team for always taking great care of us! - You guys are amazing, and we appreciate you!" (Customer’s name was omitted from this quote.)
The above complaint stems from a mistake that The Cake Box admitted to, apologized for, and offered to fix or to refund the customer's money for the cake pops. The problem was we, The Cake Box, failed to put sprinkles on the customers cake pops as ordered. When the customer first called, he spoke with one of our associates who advised Mr*** that we could re-drizzle the cake pops with more chocolate and add the sprinkles. The customer seemed shocked to learn that cake pops are coated with chocolate and indicated that "chocolate is poison to my wife". At this time, The Cake Box associate handed the phone call to one of the owners. The owner tried to explain to the customer that all cake pops are covered in chocolate, whether it is white chocolate or milk chocolate, because that is how they are made. She apologized on several occasions that we forgot to include the sprinkles on his cake pops and even offered to fix them if he would bring them back to us. The customer did not want to return for us to fix them because the drive was too far. (Not knowing the customer’s exact location in his current city, we have no way of knowing how many miles it is from his house to the business.) Regardless, we can't fix something that is not brought back to us. Once the customer learned that all cake pops were coated in chocolate he quickly demanded his money back for the cake pops. The owner advised the customer that the only way we could refund his money was if he returned the product. The customer was not willing to return the product for a refund. He asked what we would do with them if he brought them backHe was told we would throw them awayHe simply stated that if all we were going to do was throw them away, we could refund his money and he would throw them away himself. At this time, the business owner was becoming upset and not feeling comfortable in speaking with the customer any longer because he was raising his voice and being very vocal that we should just return his money and he shouldn't have to return the product. The phone was once again passed to another business owner for handling. To ensure the facts were correct, the second business owner indicated that he did, in fact, order cake pops that are coated in chocolate, for his wife. He immediately became irate and started yelling that this should not be turned around as his fault. The Cake Box was not trying to turn anything around or put blame on anyone for anything. The conversation continued as he did not understand why we could not simply refund his money for a product that he would not return. It was explained to him that it were no different than any other business where a product was bought and an unsatisfied customer would not be given a refund if they did not return the product. The customer stated that it was different because it was food. The owner responded it was no different and stated if you went to any other food establishment, got home and found your order to be wrong, you would have to take the product back for a refund. The customer stated it was the same “in theory” but this situation was different. The business owner wanted to understand how it was the same in theory but different on this occasion. The customer became angry and stated he would post bad reviews on every social media site he could if we didn’t refund his money. He then stated “Do you really want me to do this over $20?” He was again told he could have a refund if he returned the product. At this point, the customer started screaming and using very vulgar language and being very offensive. At this point, the owner thanked the customer and hung up.
The Cake Box stands behind its decision in this instance. We apologized, we offered to fix the cake pops by adding the sprinkles to them that we admitted we forgot to put on in the first place and we offered to refund his money (if he returned the product).
Tell us why here

Please accept this response in regard to the referenced complaint. Below is a copy of the e-mail provided by the customer on August 11, 2016 at 10:25 a.m.: "Hello,I've attached the picture of what I want the cake to look like.  I only want the bottom pink tier though, not the white tier on...

top.  I would like the bow, and beads on it too - jut [sic] like in the picture. Written on the top of the cake or on the cake board - "Happy Birthday [redacted]"  Strawberry cake flavorButtercream icingMixed Berry filling  Small size - 10/12 people.  Also, included in this order should be the cake pops discussed. 8 vanilla / 4 chocolate white drizzle with sprinkles.  Thank you Cake Box Team for always taking great care of us! - You guys are amazing, and we appreciate you!" (Customer’s name was omitted from this quote.)  The above complaint stems from a mistake that The Cake Box admitted to, apologized for, and offered to fix or to refund the customer's money for the cake pops.  The problem was we, The Cake Box, failed to put sprinkles on the customers cake pops as ordered.  When the customer first called, he spoke with one of our associates who advised Mr. [redacted] that we could re-drizzle the cake pops with more chocolate and add the sprinkles.  The customer seemed shocked to learn that cake pops are coated with chocolate and indicated that "chocolate is poison to my wife".  At this time, The Cake Box associate handed the phone call to one of the owners.  The owner tried to explain to the customer that all cake pops are covered in chocolate, whether it is white chocolate or milk chocolate, because that is how they are made.  She apologized on several occasions that we forgot to include the sprinkles on his cake pops and even offered to fix them if he would bring them back to us.  The customer did not want to return for us to fix them because the drive was too far.  (Not knowing the customer’s exact location in his current city, we have no way of knowing how many miles it is from his house to the business.) Regardless, we can't fix something that is not brought back to us.  Once the customer learned that all cake pops were coated in chocolate he quickly demanded his money back for the cake pops.  The owner advised the customer that the only way we could refund his money was if he returned the product.  The customer was not willing to return the product for a refund.  He asked what we would do with them if he brought them back. He was told we would throw them away. He simply stated that if all we were going to do was throw them away, we could refund his money and he would throw them away himself.  At this time, the business owner was becoming upset and not feeling comfortable in speaking with the customer any longer because he was raising his voice and being very vocal that we should just return his money and he shouldn't have to return the product.  The phone was once again passed to another business owner for handling.  To ensure the facts were correct, the second business owner indicated that he did, in fact, order cake pops that are coated in chocolate, for his wife.  He immediately became irate and started yelling that this should not be turned around as his fault.  The Cake Box was not trying to turn anything around or put blame on anyone for anything.  The conversation continued as he did not understand why we could not simply refund his money for a product that he would not return.  It was explained to him that it were no different than any other business where a product was bought and an unsatisfied customer would not be given a refund if they did not return the product.  The customer stated that it was different because it was food.  The owner responded it was no different and stated if you went to any other food establishment, got home and found your order to be wrong, you would have to take the product back for a refund.  The customer stated it was the same “in theory” but this situation was different.  The business owner wanted to understand how it was the same in theory but different on this occasion.  The customer became angry and stated he would post bad reviews on every social media site he could if we didn’t refund his money.  He then stated “Do you really want me to do this over $20?” He was again told he could have a refund if he returned the product.  At this point, the customer started screaming and using very vulgar language and being very offensive.  At this point, the owner thanked the customer and hung up.  The Cake Box stands behind its decision in this instance.  We apologized, we offered to fix the cake pops by adding the sprinkles to them that we admitted we forgot to put on in the first place and we offered to refund his money (if he returned the product).  Tell us why here...

The customer first reached out to us regarding her granddaughter’s smash cake on September 27, 2016 with the following e-mail: “Good morning,  I have a complaint I would like to address regarding the smash cake made for my granddaughter’s “1st” birthday.  It is very apparent that one year...

old babies do NOT have back teeth, some barely have 4 teeth as they are turning only one.   My granddaughter’s cake made by you all had hard candies (flowers, which we thought were icing --- I would never of thought it was HARD candy on a babies cake) on it, cute for looks but as far as for a one year old to smash and put in her mouth.  NOT a good idea.  My granddaughter was choked by this hard candy being on her smash cake.  We literally had to pull her from the highchair and to turn her downward proceed to her hit her back and get the hard candy dislodged out of her airway.  I am bringing this to your attention because it was so scary for the adults as well as the children around watching.  I hope this being brought to your attention can keep from this happening to other little ones in the future.” The Cake Box responded to Ms. [redacted] on September 29, 2016 apologizing for the incident and advising her that her e-mail had not gone unnoticed.  We were merely meeting about the incident with our employees and once we had our facts, etc. together, we responded with the following:   “Ms. [redacted],   Firstly please accept our sincerest apologies for what happened to your granddaughter this weekend as a result of our mistake. We do appreciate it being brought to our attention. We do not usually use any decorations that are not just frosting, on a baby's cake that could possibly cause a problem, like choking, unless requested by the parent. In this case, it should never have even been considered.    We also want to apologize for taking 2 days to get back with you, we have been discussing this matter in great lengths and having one on one meetings with our employees to try and understand how this happened. As stated before, this is not standard practice at The Cake Box. The little flowers used on the baby's cake were royal icing made of egg whites and sugar which typically dissolve when exposed to moisture. Apparently this was not the case in this instance. We simply cannot apologize enough, we are truly sorry!  As a result of this traumatizing event and to prevent this from happening in the future, The Cake Box will no longer be offering complimentary smash cakes for the first birthday.    Again we apologize for not responding sooner but wanted to be sure we had discussed the situation with all employees before responding so that we had all our facts first. Should you have any questions or wish to discuss this matter further please don't hesitate to contact us.”   It was not until we received a copy of the complaint from the Revdex.com that we learned the customer was not happy with the cake her daughter had ordered and was requesting a full refund.  It was explained to the customer that the daughter provided a picture of a 3-tiered cake but only wanted a single tiered cake.  Therefore, the cakes cannot look the same as pictured.  The cake can only resemble a picture when taking it from a large scale to a small scale.  The same concept of appearance also applies when you take a single tiered cake and request it to be a multi-tiered cake. The Cake Box then asked the customer what we could do to come to a resolution surrounding the issues noted in her original email. The Cake Box has apologized for the incident and in order to help prevent the same thing from happening again, The Cake Box will no longer be offering complimentary smash cakes.  The Cake Box tried reaching out to the customer to determine if a resolution surrounding the issues of the original email could be made and it seemed to upset the customer.  No further communications have been made.

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. My bank credited me back the money and rode off the charge. This is in no way a solution from the business.  The Cake Box is a poorly managed, community located business with a terrible reputation that lacks any customer service skills. 
Regards,
[redacted]