The Pastry Bag

Initial Business Response /* (1000, 5, 2016/01/30) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@the-pastry-bag.com
Our response to this complaint has been submitted via email to [redacted]@cencal.Revdex.com.org on 1/30/16 with attachments. We have...

asked for confirmation from her on the submission.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint is not about previous orders or lack thereof. We had a contract which clearly states the "Delivery Date & Location" and "Delivery Charge to Above Location". I tried to be as nice as possible because [redacted] was having a family emergency but that doesn't change the fact that I was forced to go out of my way to pick up the goods, was told about it at the last minute and was given no option. The party was on the 14th, and on the 12th at 7:21PM, [redacted] sent me a text message saying "You'll have until 8:30pm tonight for pickup" - knowing that I was over an hour away, that I would have to go through traffic to pick it up, that I did not have access to a car and that my 11 month old daughter was sick. [redacted] did not pick up the phone even though I called her numerous times, left voicemails and text her letting her know that [redacted] was being unreasonable and at 7:57PM, I sent her a message saying, "Your daughter sent me a text at 7:21 saying that I have until 8:30pm tonight for pickup. She is stressing me out. I am so sorry. Please help." I clearly stated that I was under stress due to the last minute change of location, the food was ready for pick up 7/12 by 8:30pm even though our party wasn't until 7/14 at 3pm and our contract was clearly broken with the sudden, inconvenient change from delivery to pick up. When I confronted [redacted] about it, she said that I could either pick up the product at the times and location convenient to her since her daughter had a recital or something, or I could not pick up the product and I would not get a refund. When I confronted [redacted], after she returned, about the breech of contract, she completely ignored my questions. This is definitely not a step that I wanted to take, I even attempted to try doing business with them again hoping that they'd just credit the new, much smaller, order for the stress and delivery problems of the previous order, that I could request for them to make the product the night before or the day of and that we could start fresh and give them another opportunity to do business but I was dismissed, ignored and treated unprofessionally.
Final Business Response /* (4000, 13, 2016/02/16) */
Mrs. [redacted] was made aware of changes to the delivery location and time and was okay with it. The change in delivery location made a longer travel time for The Pastry Bag and not Mrs. [redacted], in fact, Mrs. [redacted] had said it would be an easy and convenient location and time for delivery/pick up since she had appointments in the area. The delivery fee was already a discounted fee as well. Given that both [redacted] and [redacted] had deliveries to do that day, and due to the emergency [redacted] had to handle all of the deliveries that day, The Pastry Bag did everything it could to accommodate Mrs. [redacted]. In fact, 3 different delivery times were made available to Mrs. [redacted]. Obviously the items baked for Mrs. [redacted] were fresh, her text as referenced in our first response states she was very happy with her order. The fact that Mrs. [redacted] wanted to place another order with us should show that she was happy with our services - the fact that she stated she was hoping we'd provide another order free of charge is discouraging and suspicious to me.....her first and only order with us was discounted 20% (with an expired coupon) and the delivery fee was reduced as well (the delivery fee should have been $50 or more). Mrs. [redacted] was causing stress by hanging up on [redacted] while she was trying to bake for her order and make accommodations for her delivery, then was not answering The Pastry Bag's calls or emails until several hours went by. Mrs. [redacted], knowing when [redacted] would be en route for deliveries, then decided to call [redacted] several times while aware she would be driving and not able to answer the phone. We are a small home business and not a large bakery with delivery drivers and employees. In our three years of business not a single customer has complained about any aspect of what we do, we are thanked constantly for making things work for our customers, including Mrs. [redacted]'s family. I am confident that we have done all that we can, and will, for Mrs. [redacted].
Final Consumer Response /* (4200, 15, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The coupon was not expired when I applied it and the delivery was set at a certain amount. I didn't ask how they came up with that number. I was not okay with the new delivery location given to me in such a short notice as I have no car and an infant and I made that clear to both [redacted] and [redacted]. The agreed upon location was on my husband's way home. The new location was 2 hours from the agreed upon location. I was trying to be accommodating because [redacted] had been nice but [redacted] was aggressive and rude. I even begged her to be nice to my parents whom I asked to pick up the order for me since I couldn't. I asked [redacted] about a refund for the delivery since this was out of my way and what would happen if I couldn't get to this location convenient to her, at such short notice and she said that if I could pick it up or I couldn't, the order was set and she was not going to be available at the only time that was convenient to me because her daughter had a school function. She didn't even care that I had to drive through Los Angeles traffic to get there. The contract was breached, I just want that made right. I gave them another shot because I wanted them to make it right by applying the delivery charge to the new, very small order. I left many desperate calls to [redacted] asking her to help me with her unreasonable daughter but she did not respond. The apple tarts were stale and some of the mini cakes, which did not look like the pictures we agreed on, we're hard but I was trying to be nice because their family was going through a problem. Bottom line is that we had a contract and they did not keep up their end of it.