ComplaintsforDee's One Smart Cookie LLC

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 25, 2022, I placed an order for Thanksgiving for a total of $39.94 and charged this to my **********. On November 1, 2022, my mother (who is GF and was attending on Thanksgiving) was diagnosed with cancer. With this diagnosis, she decided not to come for Thanksgiving and on November 2, I called your shop to cancel the order. I informed the young girl who answered that I had to cancel my order. The employee said that she was not allowed to issue me reimbursement via my credit card. I stated that I did not know there was a no cancellation policy. She asked me to "hold on" and came back on the line to say that I would have a store credit for next time I came in. On November 23, 2022, I got a call late in the afternoon asking why I hadn't come to pick up my order. I explained that I had cancelled the order weeks before and the girl told me that it was impossible that anyone would say that to me because you don't issue store credits. I was not lying or making it up and I made that clear. I came in on September 8 and made a 30.00 purchase but the young man stated that there was no record of the credit. He did say that someone remembered it was a Thanksgiving purchase. I paid for the purchase (on 9-8-23) via Credit card and he stapled the receipt to a note with my contact information. He said he would speak to the owner for me as she was too busy to come out and speak with me. The reason I did not file a complaint sooner was because: 1. I thought I had a credit 2. I reached out to the ower via email (9-11-2023) and in person (9-8-2023) hoping to resolve the issue.

  Business response

  10/16/2023

  Dear Mr. *********,

  I am in receipt of your correspondence regarding the complaint filed by ******* *** ****.  It is true that the named customer placed a Thanksgiving order with my bakery on 10/25/22.  All holiday special orders require payment in full.  We have a specific production capacity and once that capacity is met, we close orders, often 1 week to 10 days before the holiday.  Though the customer states that she called to cancel her order on 11/1/22, we have no record of that cancellation.  We occasionally have a request to cancel a special order and keep records of all canceled orders.  If the request is made far enough in advance and we have not completed the order or purchased specific goods to complete the order, we normally provide a gift card or refund, depending on the circumstances.  

  In this case, had we received a request to cancel the order on 11/1, I would have issued a refund as it would not affect our production schedule at that point and given the opportunity for an additional customer to place a desired order.  As stated, there is no record of a cancelled order from the above mentioned customer and I have the file of cancelled orders for Thanksgiving 2022.

  Our orders are taken for specific pickup days and times, so that we have the time to produce the items and have them ready for pickup.  We stagger the pickup times to manage the numbers of customers expected in the bakery at any given time.  When a customer does not pick up their order at the stated time, a staff member calls the customer to remind them of their order.  It is not uncommon for a customer to forget they placed the order or forget the date and time for pick up.  We make these courtesy calls typically after the order has not been picked up for 2 hours as well as 30-60 minutes before we close.  This order was to be picked up on Tuesday, November 22, 2022.  We made a total of 5 calls to the customer on Tuesday and Wednesday.  We were able to speak with the customer on Wednesday afternoon.  She told us that she was unable to make it to the bakery before we closed, but asked to have us freeze her order of rolls and pie and would pickup the following Tuesday.  We did.  The following Tuesday the order was not picked up.  We called the customer twice to remind of the order being held in the freezer for her.  She did not come in or respond.  The order remained in the freezer for 3 months, the freezer shelf life.

  There was no contact from the customer until she came into the bakery on Friday, September 8, 2023.  The customer selected some items then informed the staff member waiting on her that she had a store credit.  We don't have store credits.  Our policy is to either issue a refund, if it appropriate for the circumstance or issue a gift card, that is either mailed to the customer or sent to the customer as an ecard.  The staff member came to the kitchen for direction on how to handle the situation.  The ktichen manager directed the staff member to get as much information as possible.  This is when we learned that the customer in question was the order that was never picked up last Thanksgiving.  

  The customer stated in her complaint that I was unwilling to come out to speak with her.  I was in fact on a very important phone call that I could not interrupt.  

  Since I was unable to interrupt my phone call, our kitchen manager handled the matter.  She advised the staff member waiting on the customer that we don’t issue store credits nor did the circumstance call for a refund 10 months later.  The customer did state  that she would pickup the order on Tuesday, November 29^th.   

  We produced her order and made every attempt to provide her with her order.  In spite of attempts to contact her and our good faith of placing the product in the freezer for her to pick up at a later date, it was to no avail and we did not profit from selling the order to another customer.  Although the customer is not always right, I am known for going above and beyond to satisfy a customer.  I simply feel this circumstance does not warrant the bakery to suffer a financial loss.

  I did receive an email from the customer after her visit in September, as well as a phone message.  I felt this was best handled by phone and returned her phone call.  She did not answer the phone and I left a message.  I have yet to speak with her to explain our position.

  Thank you for the opportunity to present our position in this matter.  In nearly 16 years of business, we have an excellent rating on social media and internet platforms, as well as within the community we serve.   

  Sincerely,

  Diane “Dee” K*****

  Dee’s One Smart Cookie, LLC

  Customer response

  10/18/2023

  
  Complaint: ********
  
  I am rejecting this response because this is a complete and utter lie. I am in shock that a business would lie about me saying I would come pick up an order when I cancelled it. I never ever said to put it in the freezer to pick up after Thanksgiving. This is absolutely awful and I would never make up a story over $40.00. You can have my $40.00 but I have lost all respect for you and your business. Not that you care.

  Thank you to the BBB for taking my complaint. I appreciate your efforts and will continue to make sure friends and family do not make the same mistake of doing business with Dee's. 

  
  Sincerely,
  
  *********** ****

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