ComplaintsforSweet Brown Suga

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Thursday October 27th I pre-ordered desserts for a business meeting. I was a regular customer at the bakery and had ordered the exact same dessert box before. I showed up and the order was incorrect. The HS/college kid at the register stood stunned, and had no clue how to fix the problem. I told her what I needed to fix the order, and she began the "fix", then went to the register and wanted to charge me more money. I said no, that I had paid for my selection already and the mess-up was there's. (She rang me up after knowing the order was incorrect). She then summons another employee, they take the food that was correct to the back and tell me they are going to reorganize it, yet never return. I finally announce to the kitchen I cannot wait anymore, and will deal with a refund with the owner. The owner refuses to call me. A sister store operating under the same name told me she cannot help me and to stay out of their stores. I've called 4 times and have had not one call back, nor has my card been refunded.

  Business response

  11/17/2022

  *************************** called over the phone on 10/27 to the ******* location 3 times to receive the location and phone number of the ********** location. Her call was answered each time by the same representative and she was helped in a timely manner each time.
  
  She called to the ********** location in which the issue occurred and REQUESTED 4 brownies cut in half. She did not pay prior to arrival. Upon arrival, ****************** was upset she would have to wait in line and became impatient, cussing the entire time(either locations only has one pickup and payment line). ***************** paid for the 4 brownies and 2 cupcakes she requested upon reaching the front. After receiving the product, ****************** stated she wants the cheesecake and kitchen sink brownies rather than the brownies and for everything to be packaged differently. Employee 1 informed ****************** there is a difference in price and she would need to pay for the difference. ****************** refused to pay the difference stating that it was Sweet Brown Sugas fault after stating over the phone I would like 4 assorted brownies cut in half. 
  
  Employee 1 began to repackage the products and charge ****************** for the price difference. ****************** stated hurry up and began to yell at Employee 1. ****************** refused to pay the difference.
  
  Employee 2 came out to the register, he assessed the situation, stated he will go to the back, repackage the products, speak with the manager, and see what we could do to remedy the situation about the price difference. 
  
  Employee 2 spoke with the manager. Management wanted to speak with ****************** over the phone as she was out to an appointment. ****************** refused. Employee 2 stated that she could have the brownies and not pay the difference and was in the process of repackaging the products. 
  
  ****************** proceeded to go to the back of the store in the employee only area (signs posted) to the kitchen to yell and belittle the employees utilizing foul language in view of other customers and tell them she is leaving and not returning. ****************** threw a paper bag towards the employees yelling I cant wait anymore! ****************** left leaving the packaged brownies. Employee 2 had to apologize for the scene created by *******************
  
  Employee 2 informed management of the issue. Management called ****************** 4 times with no avail. ****************** called the ******* location an hour later to angrily discuss her grievances and demand a refund. Management spoke with ****************** and informed her a remedy could be made; however, she called the ******* location- not the location the issue occurred- and therefore would not be able to process a refund at this moment or she would need to call the ********** location and discuss with the management there. The two locations are the same company; however, the registers are not linked and management would need to be present at the location the payment occurred in order to process a refund. ******* Management tried to gather information from ****************** including her name in order to pass the information to ********** management. She refused her information for the reason being that they know who **************** informed her that she would be more than **************** the new brownies free of charge to remedy the situation and ****************** refused the offer. Management informed ****************** that she would need to call the ********** location in order for her to have a rectification. ****************** called management silly because management could not process the refund at a different location. ***************** became irate  about the refund and began speaking with racist undertones calling the employees at the ********** location black boy and Stupid Mexican girl. ****************** was let known that this language would not be tolerated. The call was ended by management. 
  
  ****************** called the ********** location the following day and accused Employee 1 of not informing management of the issue. Employee 1 let ****************** know that she has informed management. Management called ***************** 3 more times with no avail. ****************** called the ********** location once more: On the last call, ****************** stated that she will be reporting Sweet Brown Suga to every bureau in the area and that is why this report has been filed. 
  
  If you look into ****************** track record of reviews, she only leaves bad ones as that is her weapon of choice if she does not immediately get what she wants. Sweet Brown Suga has been in business for 6 years, having only recently opened the ********** location, and has never had a report to our record. We have been featured in multiple articles and nominated the best in Gwinnett and Restaurant Guru multiple years in a row.

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