Complaints

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a trio of cakes for Thanksgiving on 11/11/23 with a ship date scheduled for the next day baked goods were to be shipped. I called the business that same day to ensure the right billing address was on file as the ****** appeared to have defaulted in the order confirmation I received. I asked the woman on the phone if this would arrive by Thanksgiving and she said yes. The next week every time I checked package tracking it would move the date. First it was to arrive Friday 11/17 then Sunday 11/18. When I checked Monday 11/20 the tracking said it would arrive Tuesday 11/21 by 9 pm. As I stood in the house where it was to be delivered, I got an email notification saying it had been delivered but no bell was rung, no ring camera activated, no package left. I then noticed the notification had a ******** ** address. Upon clicking on the "proof" it said it was signed by "*****" and there was no photo evidence. I called this vendor to request my money be returned because I had no package and it was not going to arrive by Thanksgiving. Unlike every other vendor I've ever worked with they are holding my refund hostage upon the outcome of a *** claim. *** is notoriously unreliable and can take weeks before responding to a claim and that's only if they actually respond. The vendor asked if we wanted cakes re-sent and we said no Thanksgiving is in two days. We will have no use for cakes after that as everyone will have gone home.

  Business response

  11/27/2023

  We refunded this customer on 11/22 via the payment he made which was ******. 

  Customer response

  11/27/2023

  Since submitting my complaint this business has refunded me for the product never received.

  Business response

  11/27/2023

  We refunded this customer on 11/22 via the payment he made which was ******. 

  Customer response

  11/27/2023

  Since submitting my complaint this business has refunded me for the product never received.
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/1/23, I placed an online order of several items that would serve as Christmas gifts for my out-of-state family. I chose this vendor rather than a local one simply because I could choose I ship date closer to Christmas. The platform allowed me to enter individual shipping addresses and ship date. I did this, entering 12/11/23 as the ship date for each item. This order was assigned order #****. On 11/2/23, I received notification that this order had been canceled, and 6 new, separate order numbers were created, showing individual orders. I found this strange, but I assumed it was their protocol. On 11/3/23 at 4:49 p.m., I received email notification that my items were shipping via *** that day. I called immediately, but I was told that the shipping supervisor had left for the day, but that the labels had just been printed, so maybe they could catch them. My sister-in-law received her gift on the morning of 11/4, which indicates that they had been shipped well before I spoke to someone. I emailed customer service that night and received a reply that they would investigate Monday (11/6). I also asked about the cancellation of my original order and the creation of 6 new orders; I was told that this was due to a "glitch in their online platform." I did not receive a reply Monday, so I reached out and got no response. I reached out again this morning and was told that I had indeed entered a ship date of 11/3, and there's nothing they could do. I am a highly educated woman who orders online regularly. I needed gifts for my family that I will not see. Instead, I have to buy new ones, as they are eating these perishable items now, 6 weeks before the holiday. To tell me that I entered the wrong ship date is not only incorrect, it is insulting. I feel certain this may be related to the "glitch" in their system. I don't want a refund for the products; I want a refund for the $104.70 in shipping for items that were not shipped according to my instructions.

  Business response

  11/21/2023

  We apologize for this shipping error.  We upgraded our web site platform at the end of October and experienced a few issues.  We will refund the shipping charges as requested. 

  Customer response

  11/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  *****************************

   

• Initial Complaint

  12/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

   Ship Date: 2021-12-13 Qty Item # Description Price $79.95 Shipping Method: Layer Cake Special Handling Subtotal: $79.95 Promo Discount: - $11.99 Shipping Total: $0.00 Tax Total: $0.00 Grand Total: $67.96 // UPS informed us of date and time of delivery in an e-mail. Not received by my husband who was looking out for delivery so he filed a claim with UPS. No delivery recorded by our RING doorbell camera. // Both my husband and I contacted and reported to: UPS {immediately in 12/21) Savannah Candy Kitchen (March, 2022) Customer Service of Barclay's American Airlines Aviator credit card (March, 2022 I received a letter in March from the credit card company informing me that they are investigating my complaint.// We were busy completing our move from IN to NM and unpacking during the year.// I finally followed up (November, 2022) with credit card company approximately a week ago because we heard nothing after the letter in March. They have not resolved/completed the investigation. Contacting BBB is our last resort to get a refund for product not received.// Thank you very much in advance.

  Business response

  02/09/2023

  This customer only contacted us once by live chat:

   

  Customer sent in live chat claiming they never received this cake. They said they filed their own claim with UPS and it was reported as lost. Customer sent proof from UPS and we discovered the claim was for a different package from a different company.  UPS tracking reports the package was delivered 12/15/21.

  One year later she files a complaint with you.  We question the legitimacy of this claim.  If she filed a complaint with her credit card company, we would have received a charge back notice.

  We will not refund this order.

  Thanks

  Business response

  02/21/2023

  Good afternoon, 
  I informed on March 21st 2022 that the UPS information you sent us is not a package we shipped to you. The tracking number of the package we shipped to you was and shows it was delivered 12/15 on the porch in The tracking number of the package you sent for the UPS "lost package" claim was this item was not shipped by us. That item was shipped from a company based in , we are located in . I hope you are able to resolve this with the company you purchased the item from.
  
  Sweetest Regards, 
  
  
  

  
  

  Customer response

  02/27/2023

  Good morning, ********* Thanks for re-opening this case.
  
  Unfortunately, this occurred while I was still in IN packing up the house and my husband was already in our new house in NM.
  
  I tried my very best to unravel the events.
  
  Please close this case. I chased $68 as a matter of principle, and it's time to move on ~ tax season.
  
  Again, thank you for your help and time.
  
  Regards,
  
  ******* ******
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩