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Complaint Details
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Initial Complaint
08/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Around January 27, 2022 I contacted the vendor to receive a quote for a custom wedding cake and gourmet cupcakes for our wedding on November 10, 2022. I informed the vendor that our cake would need to be both gluten and dairy free to accommodate food allergies in our household, and the vendor said they would be able to so I proceeded with the booking. Throughout the planning process the vendor was uneasy to work with and hardly accommodating to our allergy based needs. When asking if we could do a certain design I was simply told no and was not provided any other alternatives. When booking a tasting we were informed that our allergies could not be accommodated even though I explained we would be unable to sample any of the offerings. I was then informed the only way they'd be willing to offer us a form of tasting is if we pay another $105 to order a full custom cake. In the midst of the cake issues, I also added a bridal bouquet to the contract. I sent over a request for a bouquet design to then receive a call stating it would be impossible to do that look. I have since found other florists who have no issues with the design I requested at a cheaper rate and cake vendors who were more than willing and able to accommodate the allergies. I would like to get my deposit back as the services requested were not rendered and they were unable and unwilling to work with us on multiple aspects of the contract.Business response
08/26/2022
On January 19, 2022 ***** ****** solicited the cake services from Sweet Dreams Cakes and Flowers. We replied with information and an estimate of costs and our contract. I assume that ***** ****** read the contract and the estimate where it is very clearly stated that the retainer is NON REFUNDABLE before she signed and returned the contract with the non refundable retainer of $139.00 on January 27, 2022.On April 16, 2022 ***** ****** solicited services for her bouquet, she sent a photo of a bouquet that Sweet Dreams Had produced, we added the bouquet. THERE WAS NO ADDITIONAL RETAINER TAKEN FOR THE BOUQUET. Please see email exchanges below:Hello *****,Attached is a copy of your revised invoice based on the addition of your bouquet.Let us know if there is anything else at this time.Thank you and best regards,
***** *** ***** *******, Owners
Sweet Dreams Cakes & Flowers
************
Follow us:
Facebook@SweetDreamsCakesAndFlowers
Instagram@SweetDreamsWeddings
www.SweetDreamsCakery.com
www.SweetDreamsWeddingFlowers.com
www.SweetDreamsEveryday.com
***** ******* ** ***** * ********* ** *****Yes, please! I would definitely like to proceed. If possible I think my max budget would be about $250 so I am fine to work with you on having it within the budget.I saw an arrangement you did in 2021 on your Instagram page and i absolutely love it! This would be perfect for my big day. How much would this be?Apologies for all the questions. I sincerely appreciate you playing a role in my big day perfect!On Sat, Apr 16, 2022 at 9:14 PM ***** ******* ***************************@gmail.com> wrote:Hello *****,The cost range for these bouquets, done in real and dried floral (the photos you sent are artificial) is $250-295. Would you like to proceed. Thank you!Best regards,
***** * ***** *******, Owners
Sweet Dreams Cakes & Flowers
Follow us on Facebook @sweetdreamscakesandflowers
www.SweetDreamsCakery.com
www.SweetDreamsWeddingFlowers.com
On Apr 15, 2022, at 11:03 AM, ***** ****** <******.m.*****@gmail.com> wrote:Hello,We are about 200 days away from our wedding and I am still in the process of booking various vendors.I am in need of a bridal bouquet (no other florals) and was wondering if I could get a quote from you since you will be providing our cake/cupcakes.I have attached some examples of a bridal bouquet along with our wedding color scheme. Preferably, it'd be a smaller sized bouquet and nothing large and/or cascading, but it would be larger than a typical bridesmaid bouquet. I have no preference on specific flowers to be included in the bouquet and would prefer a more neutral/monochromatic look.Thank you in advance!!On Thu, Jan 27, 2022 at 6:55 PM Sweet Dreams Cakes and Flowers <**************************@gmail.com> wrote:Good evening ***** and ******,Thank you so much for choosing Sweet Dreams for your wedding cake and thank you for your non-refundable retainer of $200.00. We have applied that amount to the cake invoice and attached a copy for your receipt. Also attached for your records is a copy of your signed contract with our counter-signature.As a reminder, the final order and balance are due three (3) weeks prior to your wedding date. We are happy to make any changes to your order up until that time.Thank you again. We are looking forward to being a part of your special day!Best regards,
***** *** ***** ******** Owners
Sweet Dreams Cakes & Flowers
************
Follow us:
Facebook@SweetDreamsCakesAndFlowers
Instagram@SweetDreamsWeddings
www.SweetDreamsCakery.com
www.SweetDreamsWeddingFlowers.com
www.SweetDreamsEveryday.com
***** ******* ** ***** * ********* ** *****Good evening,Attached you will find my signed contract and card authorization form. I appreciate you answering all of my questions and needs through the Knot. We are looking forward to working with you on our wedding!Please let me know if you have any questions.Best,***** ******
<IMG_9854.jpeg><IMG_9853.jpeg><IMG_9855.jpeg>On April 27, 2022 ***** ****** sent a photo of the cake design she wanted and asked if it could be done in the non dairy whipped cream she asked for. The phot is clearly buttercream and in my professional opinion it could not be duplicated in non dairy whipped topping. Please see email exchanges below:No *****, I am sorry this will not work in the dairy free whipped topping.Best regards,
***** *** ***** *******, Owners
Sweet Dreams Cakes & Flowers
************
Follow us:
Facebook@SweetDreamsCakesAndFlowers
Instagram@SweetDreamsWeddings
www.SweetDreamsCakery.com
www.SweetDreamsWeddingFlowers.com
www.SweetDreamsEveryday.com
40120 Highway 49 Suite B
Oakhurst, CA 93644From: ***** ******Sent: Tuesday, April 26, 2022 3:47 PMCc: ***** *******Subject: Re: Sweet Dreams Cakes & Flowers Inv. #****Great, thank you so much!In regards to the cake, I know we did not previously discuss the cake decor/design. Since our cake will be modified and made with the dairy free whipped frosting, I was trying to find some ideas that might work with it and wanted to run it past you for feedback. Would something like the pictures attached work? I like the idea of having a white base and florals in the color of our wedding scheme but if that is not possible please let me know and I am happy to find a simpler design.Thank you again!-*****Customer response
08/29/2022
I am rejecting this response because:
The services were solicited while I was under the impression the business was well equipped to accommodate our allergies in a way which we would receive services in a similar manner to those who do not have allergies.Once it became apparent that the business was unable and unwilling to provide the primary service we needed, being an allergy friendly cake, we decided to go another route.The initial inquiry was for a gluten and dairy free cake and once we were led to believe this could be done, we decided to add other services assuming the main service would be performed.Plenty of bakers are able to easily accommodate to these allergies without having to charge us an additional $105 for a tasting.The premise of this complaint is that the services were advertised as allergy friendly however those who are in need of such a cake are left with unequal services for a more expensive cost.Business response
08/30/2022
To your first claim the I was uneasy to work with and that I was hardly accommodating to your allergy based needs: I have extensive email history documentation that proves otherwise.Your second claim that I told you that your requested design would not work without providing alternatives: Again I have extensive email history that proves otherwise.As for the rest- I NEVER told you I would not accommodate your allergy issues. You ordered a very small GF Dairy free cake, specifically with non dairy whipped topping. The rest of you order (see attached ) was regular cupcakes cake. As you were told, in email that at the tasting I provide 6-8 regular flavors and 4 GF flavors at no charge. I was willing to provide the components of your GF non dairy cake. I was not willing to make an entire cake at no cost.With regard to your bouquet: I NEVER told you it was impossible to make your bouquet. I did tell you that the 3rd set of photos you provided were of FAKE flowers and that done in real flowers there were potential problems that would cause to bouquet to wilt or have broken stems. I also told you that I did not think a particular bloom (Peony) would be available on your date. I consider it part of my job to point out potential issues. It is worth noting that I did NOT take a retainer for the bouquet.Finally, I spoke with ****** ***** on or about August 8, 2022. ****** was wanting to cancel the order and get a refund of the NON REFUNDABLE retainer. In discussing the issues I relayed much of the above and he seemed to understand and agree with what I explained, yet ****** still wanted me to make an exception just for you. I stated that I would be willing to remove the GF dairy free cake and the bouquet and the that the NON REFUNDABLE retainer could be used to pay for the cupcakes and delivery (see attached order). ****** told me he would talk to ***** and call back. It is my understanding that ***** said no and just wanted to cancel the order.On 8/10/22 We replied-Hello ****** and *****,Attached is a copy of your invoice noting your request to cancel our services and forfeit your non-refundable retainer of $139.00.Sorry that this was your decision. We wish you all the best especially on your wedding day.Best regards,
***** *** ***** *******, Owners
Sweet Dreams Cakes & Flowers
************I was more than accommodating throughout this process. I have spent an inordinate amount of time on this very small order. I am extremely offended by your false statements about my actions and about my business. *****, you chose to retain the services of Sweet Dreams Cakes and Flowers after reading the contract, signing it and agreeing to its provisions. At NO time would I have not delivered on what I had quoted for and agreed to.This is my final communication on this subject unless I am forced to refer it to legal counsel.
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