Xtravagant Events and Sweet Treats LLC

Good afternoon, I am responding to a notice I received. My apologies for the delay in response.   This customer has also sent a request for a refund to my credit card processor and that is where I sent all my evidence in this matter.    Ms [redacted] contacted us for a custom cake to be...

sent in the mail to her for your birthday. She was dealing with my assistant with taking the order and getting the details of the order. When she first asked for this cake to be done and shipped I did let her know that normally we do not ship custom cakes and she then proceeded to insist on us making it with the understanding we would not be responsible for any damage during transport. This is also what was documented on the invoice that she paid along with our refund policy etc. Fast forward to her receiving the cake she is claiming that what she received is not what she wanted. At this time I am currently out of the office and upon my return is when I addressed the issue. She states that it took some one a while to get back to her which is not true. She was in contact with my assistant regarding this whole situation. She no longer wanted to talk with her about it and asked to speak to me. My assistant did let her know that I was out of the office and that I would follow up with her once I returned and for whatever reason she wasn't happy with that either.    After I spoke with her on the phone about her side of what happened and then spoke with my assistant. I asked Ms [redacted] to send me what communication she had with my assistant regarding the issue so I can do my own investigation of what went wrong. After reviewing everything and just with good customer service practice in "The customer is always right" I proceeded to apologize to her and offered her a refund minus the 15% restock fee of her order ( which is for ALL orders that are returned for any reason) I did tell her that I needed the cake returned back to me by that week Thursday in order for me to refund her money back on her card. She then argued why she should have to pay the restock fee. I then explained to her that is our policy and that is something that she agrees to upon paying her invoice. I then still offer her the refund, I just needed the product back. I then never heard back from her, She goes on social media to slander my business name and I then get this complaint and a dispute from my credit card processing company. To date I still have not received my product back but she is still asking for a refund of something that was never returned.  Attached is the response originally gave her as well as a copy of the paid invoice.    -- Tiffany M [redacted] C.W.P Owner/Pastry Chef/Certified Planner As Seen On Food Networks Show "Cake Wars" Xtravagant Events & Sweet Treats, LLC [redacted] Saint Paul, MN 55105 www.xtravagantevents.com ###-###-#### "Like" Us on FB www.facebook.com/XtravagantEvents.SweetTreats Follow Us on Instagram xe_sweets Follow Us on Twitter www.twitter.com/Xtravagantevent