ComplaintsforSweet So Geek

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HORRIBLE FIRST BUSINESS INTERACTION - TOOK FOREVER TO RECEIVE AN EMAIL BACK FOR QUOTE, AFTER CALLING TO INQUIRE ON STATUS - FINALLY WENT INTO BUSINESS AND SPOKE WITH OWNER **** TO ORDERED A CUSTOM PS5 CAKE FOR MY SON'S 13TH BDAY ON 11/12. CHOSE A STRAWBERRY SHORTCAKE FLAVOR; WHICH WAS TO HAVE FRESH STRAWBERRIES LAYER WITHIN. UPON PICKING UP THE CAKE I NOTICED THE FONDANT WORK WAS HORRIBLE, THICK LUMPY FONDANT AND THUMB PRINTS WITHIN THE CAKE THE DETAIL WORK WAS HORRIBLE, LOOKED LIKE A 3 YR OLD RUSHED AND MADE THECAKE NO FRESH STRAWBERRIESS WITHIN CAKE NOT AT ALL WHAT I ENVISIONED TO BE FOR MY $******. I CALLED LATER THAT NIGHT ON 11/12 TO SAME DAY AS PICK UP WHEN CAKE WAS FULLY INSPECTED AND TAKEN OUT OF THE BOX TO SPEAK WITH **** (CO-OWNER) ON MY LEVEL OF DISSATISFACTION, TO BE TOLD TO SEND AN EMAIL. I SENT AN EMAIL WITH PICTURES AND NEVER HEARD BACK, CALLED MULTIPLE TIMES, WENT UP TO BUSINESS TWICE, RESENT ORIGINAL EMAIL AGAIN 11/15, LEFT MULTIPLE VOICEMAILS, SPOKE WITH AUTUMN THE GIRL WHOM I PICKED CAKE UP FROM, AND WAS TOLD THAT **** SHOULD BE IN ANYTIME AND SHE WOUL HAVE HIM CALL ME ONCE IN, HE NEVER DID. THIS IS POOR CUSTOMER SERVICE FOR A FIRST TIME CUSTOMER TO NOT FOLLOW BACK UP ON CUSTOMER ISSUE. I FELT HE KNEW THE QUALITY OF WORK HE PROVIDED WAS TERRIBLE, THAT'S WHY HE HAS NEVER RESPONDED BACK TO MY ISSUE REGARDING CAKE TO MAKE MATTERS WORSE, I NOR MY SON EVER GOT A CHANCE TO TASTE CAKE BASED OFF HOW UPSET I WAS FOR WASTING MY MONEY. AT THIS POINT I AM SEEKING A FULL REFUND - NO APOLOGY IS NEEDED AT THIS POINT; AS HE FAILED TO DO IT IN THE BEGINNING. I WOULD NEVER EVER RECOMMEND OR GO BACK TO THIS PLACE FOR ANYTHING. purchase date - 11/1 pick up date - 11/12 ordered - custom ps5 cake with game, controller and headset price paid - ****** w/tax ****** flavor - strawberry shortcake w/layer fresh strawberries

  Business response

  12/03/2021

   There are three reasons why we will not enter into negotiations with the customer. They are as follows:

  1) First, the customer signed a quote form/contract. The first line of that contract states that the initial payment is non-refundable. She paid in full when she placed the order, so that payment is non-refundable.

  2) The customer stated they liked the cake when they picked it up. We cannot make changes ot do anything to rectify a situation once a cake leaves the store.

  3) Most importantly, the customer has issued a fraudulent claim with their credit card company disputing the charge, stating they never paid for the cake or authorized it. That is fraud and we have responded to that claim through our credit card processing service.

   

   As for the claim that there was to be strawberry filling, that is just incorrect on two fronts, first, the flavor strawberry shortcake is vanilla cake with strawberry frosting made with real strawberries, no strawberry filling. Second, the quote form/contract states that carved cakes will not have any filling as it is impossible to successfully carve a cake with a messy filling. We are sorry that the customer was not happy with the cake, however, they stated they weren't happy after they picked up the cake and then filed a fraudulent claim with their credit card company. This seems to be an instance of the customer not reading the contract or attempting to not pay for an item they ordered.

  Customer response

  12/03/2021

   I am rejecting this response because:
  
  First the business did not provide me with a receipt upon purchase explaining anything regarding services being non refundable. **** and I did discuss how the cake would be made filling wise and he did say fresh strawberries in the middle, because i mentinned that I shouldve had him make a similar cake for me for my birthday back in September.

   Secondly, I never said to Autumn upon picking up that I liked the cake. The cake per my email to the business with pictures was horribly done with fingerprints throughout and lumpy fondant work that looked like a 3 yr old made it. That was also communicated via phone when I unboxed the cake fully.  What type of business after customer has contacted then 10 times by phone( which I have record of), twice by email, and left 2 voicemails will not reach back out to a customer to rectify or discuss situation. 

  Lastly, a dispute was placed with my bank, but it was not for not receiving or not paying for service. Any business with some form of customer service would try to remedy the situation, but you failed on all aspects. This is not an impression that a first time customer should receive. So please stop playing the victim here, because you as a business failed your customer. Im not the first nor the last person that has complained on lack of customer service  and dry, horrible cakes.  

*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. ↩