ComplaintsforSe7enbites Bake Shop

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent the attached email on June 28 to Se7enbites. They chose to not respond. I found out later, on my own, while paying my credit card that they refunded $2.93 for the water in which we found an insect. after the manager informed us that we were responsible for the insect because the insect wasn't there when they served the bottled water, By choosing to not respond in any personal manner to my email and instead choosing to dismiss my concerns with a $2.93 refund they showed amply that they did not care to learn about our experience. They didn't learn we had to leave Se7enbites because my daughter was upset and we ending up tossing the meal from them. And thus they did not take the opportunity to improve their customer service through this teachable moment. All this said, I believe that something more is due from the restaurant than $2.93. This BBB request is for two things. The first is for Se7enbites to actually acknowledge that this event occurred and then offer an apology for ruining the beginning of a father daughter weekend (after my three hour drive from Ft. Lauderdale to Orlando) by not owning the outcomes of bugs in their restaurant. The second is some sort of reasonable financial accommodation based on their manager ruining our meal resulting in us discarding our Se7enbites meal and needing to then eat elsewhere. I have requested a full refund. But I will entertain reasonable offers with the aforementioned apology.

  Business response

  09/19/2022

  Business Response /* (1000, 10, 2022/08/12) */ I'm not even really sure where to begin with this letter and complaint So I will start from the beginning Mr******* emailed me first on 6/28 which I responded to immediately as well as issued the refund immediately (Also please note that our business was closed for a staff vacation the week I replied immediately) I then received another email from **** "threatening" that if I didn't answer he would need to decide what his next steps would be .... I then responded again , forwarding the email I sent two days prior as well as taking the time to email him from a personal email that was also the same email company he sent me the first email from to make sure his spam or junk mail settings wouldn't make him not receive the email again .... No response to the 7 emails I sent ...not 1 single response not a peep! I then took it an additional step and took the time to locate him on********* and sent him a********* message to which he has never responded to either .... Shortly after I started receiving "reviews" on EVERY site including our********* page. So **** understands technology enough to leave "reviews" but not enough to answer emails or messages . I have also responded to EVERY "review" stating that I did in fact respond to his first email with an apology, an immediate refund of the water in question as well as a gift certificate left at the sweets counter for a return visit so this was not his experience with our company , STILL NO ACKNOWLEDGEMENT!! I will tell you I have voided the gift certificate , after the HOURS of time I have invested in trying to respond to this keyboard warrior, just as much as he said he will not return to our business, we do not want him to return . I assure you we take pest control seriously as well as making sure our guests have a fantastic experience, and while I know sometimes staff has skewed versions of the "truth" I do believe my staff when they tell me that the bottle of water was not full , I also know that we live in Florida and with inside and outside seating and doors being opened constantly I cannot control if a fly comes inside , but 9 years into this business I will tell you that the situation has NEVER happened prior so of course staff has questions knowing our typical policies, because the customer is not always right , I know that's hard to hear and yet it doesn't make it not true. However I have spoken with the entire staff and they know how to handle this situation should it ever occur again . I do not believe I owe **** a penny more than his water refunded nor will he be recovering any additional money from our business further . Between the amount of tax payer dollars he has already wasted by calling the Department of Agriculture and having the inspectors have to make a trip to see if we had an insect problem ( to which they found not 1 and left promptly) I believe he has wasted enough of my time at this point. This will be my final acknowledgment of *********** and I will forward alllllllll the emails I have sent him to show that he simply either chose to ignore my emails or he does not understand how to use all of his technology. Either way we have an amazing business that our staff is dedicated to and we are proud of, that feeds hundreds of people daily , the unhappy guest is very very very rare with Se7enbites. And I acknowledge that some people simply will not be happy with any resolution beyond what they think is right and are set in absolution. I believe that is the situation here after reading ****'s response to my initial email of apology and refund . I believe I graciously responded in a very prompt way and I cannot and will not take any further responsibility for ****'s inability to understand or acknowledge my replies and efforts to solve his complaint over $2.93. When responding to this email and taking screen shots of all the emails I found he did in fact respond to an email that I do not use and specifically told him I did not use so to not respond to it to take screen shots showing that I had indeed responded to him immediately it seems as if he was not pleased with my efforts . He has said he will not return and indeed we do not want him to. Thank you for your time, I am truly sorry that **** seems beyond what can be considered normal expectations and that he has felt it necessary to continue to spend so much time and energy involving others to the point he is at now . Also on a side note in the 9 years we have been in business we have never been complained about to the BBB I know we have an A+ standing and I feel we have done all reasonable measures to satisfy ***********. Thank you again for the opportunity to respond and be heard . Consumer Response /* (3000, 12, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lets be clear - the restaurant offered no refund for the meal in which a fly flew into my daughter's water. They, in the final analysis, have offered $2 to compensate us for basically attacking my daughter's integrity after she reported that fly. Let's find out why. For the honor of an insect flying into my daughter's water in their restaurant we were told in the restaurant, in the moment, in front of a full dining room, that no replacement water was available because "Sevenbites did not put the fly in the bottled water". This was told to us by multiple restaurant employees including the manager. Because obviously my daughter lied about the fly? Lets be real. How quickly that moment of unexplainable customer service is buried in a response that quickly becomes all about the owner's consternation at Sevenbites being held accountable for a poor decision made by its staff. Instead of focusing on the young lady that was treated with open disrespect by her staff the owner chose to justify those actions, explain how wonderful everything is at Sevenbites, and how lazy, untechnical, irresponsible, and ungrateful I am all while ignoring the precipitating event - that for $2 her staff questioned the integrity of a young lady in a dining room full of people. The restaurant's submitted response is basically a commercial for the restaurant, not a genuine attempt to resolve this issue. In summary, the owner has basically made this about how wonderful Sevenbites is instead of the customer whose integrity was attacked by her staff in a public setting and who then dared to point this out. And going after me personally in the submitted response - and attacking my integrity once more - simply shows a loss of focus on the goal. I ask instead we focus on resolving the issue at hand. With no regard to what the customer wants the restaurant has offered "certificates". The restaurant wanted to solve the problem with its own solution with absolutely no input from the customer. We never asked for certificates. We don't want them. We cannot use them. Let's be clear again. Only after we wrote an email to the owner did she provide $2.15 for the water, totally ignoring that we lost an hour of our short weekend together because we had to go to another restaurant to eat because my daughter was so upset by the poor decision making and customer service at Sevenbites while the event was actually happening. An apology, months after the fact and buried deep in paragraphs of justification (and attacks on the customer asking for resolution) are dubious. And offering $2.15, in the final analysis, is pretty tone deaf. Lets be clear once more - we were offered certificates only after several follow ups - not the first time we reached out. Lets be clear again. Offering certificates to a restaurant my daughter nor I will never enter again because of the disrespect she was shown is a meaningless gesture and one we did not ask for. I am in Orlando only to see my daughter. She, thus I, won't go the restaurant again. Thus, the meaninglessness of the gesture. This was previously communicated. In the Sevenbites response there is 1. the subtle intimation, again, that my daughter and I lied about the fly that flew into the water; 2. no ownership of the lost hour of time incurred after having to leave the restaurant because of attacks on our integrity; 3. 97% of the letter justifies the restaurant's actions, attacking the customer (me), and lamenting the owner's time consumed - all instead of trying to satisfy a customer; and 4. an indication that $2.15 is a satisfactory resolution unless we returned to a restaurant that openly questioned our integrity in front a dining room of people in order to redeem a "certificate". Again, I request a refund given that my daughter cannot go into Sevenbites again. The offered gift certificates, as mentioned before, are not going to work. One last moment of clarification. The owner has complained about the amount of time she has spent on this issue. All she had to was offer a refund in multiple steps along the way. But that didnt happen. It still has not. She chose instead to provide a narrative why $2 is a satisfactory outcome to customers who had an insect in their drink and had then had their integrity questioned by restaurant staff in an open dining room. Or, going back in time, all Sevenbites staff had to do was replace a $2 bottle of water in the moment and none of this happens. Everyone happily would have moved on. Instead, my daughter's integrity was openly questioned in a full dining room by multiple Sevenbites staff members based on the owner's policies. Those policies, and her staff's execution of those policies, for $2, has resulted in this mess. Nothing I did put the fly in the water, the policies in place, the words in her staff's mouth, or made the decisions rendered by Sevenbites's staff. Nothing I did resulted in my daughter refusing to go to Sevenbites again. That is all on Sevenbites. I ask that the restaurant finally take ownership of that outcome instead of justifying it and trying to place the blame on me for what Sevenbites staff did. Business Response /* (4000, 15, 2022/09/02) */ We stand by our initial response Consumer Response /* (4200, 17, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sevenbites believes its staff has the right to call it customers liars in a full dining room of people and then force them to come back to eat to get their money back after making it emotionally impossible to eat there. Sevenbites believes that insects in food and drink is defensible by attacking a young lady customer's integrity. Sevenbites has no interest in fairly resolving this. What they have chosen to do instead is to present themselves as the victims in a stunning display of tone deafness.

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