Tiffanee &

We have received your letter stating that our customer, [redacted], had a complaint (ID [redacted]) about our services provided to her. As customer service is our number one priority at [redacted] & Co., this matter greatly concerns us.
In reading Ms.[redacted]'s complaint, we would like...

to acknowledge that she is correct in her statement that she did indeed order two dozen (one dozen white and one dozen chocolate) train themed cake pops from [redacted] herself. She did indeed come to the store to pick them up at the arranged time of after 12:30 pm on Tuesday, October 21st And she is correct in the statement that, unfortunately, this order had not been written down, which is very unusual and does not coincide with acceptable procedure at [redacted] & Co. Consequently, as Ms.[redacted] correctly stated, her order had been forgotten and we neglected to have her pops made and/or ready for her to take with her. This is a very regrettable situation and we sincerely apologized to Ms.[redacted] for our error. Finally, as she also correctly stated, we agreed to deliver them to her home that evening around 6:00 pm..
Because we caused [redacted] time and money by driving all the way to our bakery to pick up her cake pops and they weren't ready, we decided to give her the 2 dozen cake pops for free. [redacted] made [redacted]"s cake pops and sent our delivery person to Ms.[redacted]'s home. Our delivery person states that he arrived at [redacted]'s house and delivered the cake pops to the gentleman who answered the door. lt is unclear as to whether our delivery person delivered to the wrong home, as he states he had the correct address according to his GPS, but Ms.[redacted] states she did not receive her order. This is the first time it has ever been implied that we did not deliver an order
and our delivery person is the only person who has ever delivered for us, so we are a bit perplexed as to what could've happened. We are by no means making any accusations toward Ms.[redacted] or our delivery person.  It is just an unfortunate situation and our heart goes out to [redacted] because we understand her disappointment and sadness at not having the special cake pops for her grandson's birthday.
Because of this situation. [redacted] & Co. has implemented a new policy in which our delivery people must have a printed and signed name along with verification of correct address with the time of delivery from whoever receives a delivered order. We are hopeful this new policy will remedy any delivery confusion.
As for the situation that came about by [redacted]'s order not being remembered, we have distributed a multitude of notebooks with pens attached which are stocked with special order forms. at a minimum of 4 places around our small bakery in order for there to be no reason anyone who answers the phone or greets a customer in the store will have for not having the order recorded.  We have also made it policy that anyone who takes an order must write it on our master calendar as well as in the master special order binder. We are hopeful this will help to eliminate any further breakdown in communication.
We are in business because of our love of baking, but more importantly because of our love of helping our customers make their special days and events even more special by serving excellent products and easing the burden of this aspect of their day. Knowing that a little boy had his Sch birthday without his special gift from his grandmother breaks our hearts. We know these days are so very important to folks and we like to be the cause of happiness for them, not grief.
Because of this, we apologize sincerely to Ms.[redacted] and want her to know that this is a unique situation for us, not the norm. Our hope is that she accepts our apology and is understanding of the fact that we are a very new business and we are trying very hard to conduct ourselves in a professional manner by accepting responsibility for, and correcting our mistakes.. always striving to find new, effective ways of making the business run smoothly, offering excellent, unique products, and doing it all with the understanding that our customers are our number one priority and that what we do for them is very,very important to them, which makes it very, very important to us.
Ifthis explanation and apology is not satisfactory to the Revdex.com and/or [redacted], please feel free to contact us and we will try our hardest to make things right
Thank you for your time and understanding.

Review: On October 15th, I called [redacted] & Company to place an order for two dozen Cake PopsThe person I spoke to identified herself as [redacted]I ordered one dozen white cake pops and one dozen chocolate cake pops for my grandson's 5th birthdayI told [redacted] that he loved trains and asked her if she could include train decorations on the cake popsShe said she could work with thatI told her I needed to pick them up on October 21st after 12:PMOn October 21st, I went to [redacted]&Cafter 12:30PM to pick up the cake pops[redacted] stated that she didn't remember that orderAfter repeating the conversation that we had in the phone call when I ordered the pops, she said did rememberShe apologized stating that she usually writes everything down and is organizedShe said she could make some and they could be ready in two hoursI told her that I lived in Milford and she asked if the only reason I came to Dover was to pick up the Cake PopsI replied yesShe said that since she had forgotten about the order and that I wasn't angry at her that she would make the Cake Pops and deliver them to meShe said she closed at 5:30PM and would be at my home in Milford at 6:00PMI gave her directions to my home and my cell phone numberShe gave me her card and wrote her cell phone number on the backShe never came to my home, and she did not call meI called her cell phone number and she did not answer.[redacted] of [redacted]&Co just had her grand opening this month.Desired Settlement: I would like and explanation and an apologyI would like to know why she said she would deliver the cake pops and then not show up or call
Business
Response:
We have received your letter stating that our customer, [redacted], had a complaint (ID [redacted]) about our services provided to herAs customer service is our number one priority at [redacted] & Co., this matter greatly concerns us
In reading Ms.[redacted]'s complaint, we would like to acknowledge that she is correct in her statement that she did indeed order two dozen (one dozen white and one dozen chocolate) train themed cake pops from [redacted] herselfShe did indeed come to the store to pick them up at the arranged time of after 12:pm on Tuesday, October 21st And she is correct in the statement that, unfortunately, this order had not been written down, which is very unusual and does not coincide with acceptable procedure at [redacted] & CoConsequently, as Ms.[redacted] correctly stated, her order had been forgotten and we neglected to have her pops made and/or ready for her to take with herThis is a very regrettable situation and we sincerely apologized to Ms.[redacted] for our errorFinally, as she also correctly stated, we agreed to deliver them to her home that evening around 6:pm
Because we caused [redacted] time and money by driving all the way to our bakery to pick up her cake pops and they weren't ready, we decided to give her the dozen cake pops for free[redacted] made [redacted]"s cake pops and sent our delivery person to Ms.[redacted]'s homeOur delivery person states that he arrived at [redacted]'s house and delivered the cake pops to the gentleman who answered the doorlt is unclear as to whether our delivery person delivered to the wrong home, as he states he had the correct address according to his GPS, but Ms.[redacted] states she did not receive her orderThis is the first time it has ever been implied that we did not deliver an order
and our delivery person is the only person who has ever delivered for us, so we are a bit perplexed as to what could've happenedWe are by no means making any accusations toward Ms.[redacted] or our delivery personIt is just an unfortunate situation and our heart goes out to [redacted] because we understand her disappointment and sadness at not having the special cake pops for her grandson's birthday
Because of this situation[redacted] & Cohas implemented a new policy in which our delivery people must have a printed and signed name along with verification of correct address with the time of delivery from whoever receives a delivered orderWe are hopeful this new policy will remedy any delivery confusion
As for the situation that came about by [redacted]'s order not being remembered, we have distributed a multitude of notebooks with pens attached which are stocked with special order formsat a minimum of places around our small bakery in order for there to be no reason anyone who answers the phone or greets a customer in the store will have for not having the order recordedWe have also made it policy that anyone who takes an order must write it on our master calendar as well as in the master special order binderWe are hopeful this will help to eliminate any further breakdown in communication
We are in business because of our love of baking, but more importantly because of our love of helping our customers make their special days and events even more special by serving excellent products and easing the burden of this aspect of their dayKnowing that a little boy had his Sch birthday without his special gift from his grandmother breaks our heartsWe know these days are so very important to folks and we like to be the cause of happiness for them, not grief
Because of this, we apologize sincerely to Ms.[redacted] and want her to know that this is a unique situation for us, not the normOur hope is that she accepts our apology and is understanding of the fact that we are a very new business and we are trying very hard to conduct ourselves in a professional manner by accepting responsibility for, and correcting our mistakesalways striving to find new, effective ways of making the business run smoothly, offering excellent, unique products, and doing it all with the understanding that our customers are our number one priority and that what we do for them is very,very important to them, which makes it very, very important to us
Ifthis explanation and apology is not satisfactory to the Revdex.com and/or [redacted], please feel free to contact us and we will try our hardest to make things right
Thank you for your time and understanding