ComplaintsforLilah's Bakery and Deli

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 28,2023-ordered 2 king cakes to be shipped to Colorado Springs, CO. Never made it there and they charged me too much shipping. I know this because I have emails documenting charges. I ordered a second time Monday and was charged much less for same cakes to be shipped (again) to same location. No one will answer me. I have tried calling, texting, emailing and have even gone in person. Always told no one is available. I'm at my wits end. Please help.

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2023/02/18) */ I'd like to address each of Ms. *****'s complaints individually as it seems there are several. 1. Ms. ***** chose a ship date of 1/31 for her order and it was delayed by weather beyond our control. As soon as I became aware of the delay I took the time to email all 400+ customers whose orders were delayed over a 3 day period. Ms. ***** replied to my email in all caps and excessive exclamation points, but gave me no identifying information to find her order which had been placed under a different name. 2. As far as how much she was charged for shipping I have no control over that as our website is connected to our fedex account and charges are based on real-time rates. Also, as you can see from the receipts she submitted she used the $5 discount she earned from her first transaction to reduce the cost of her second transaction. 3. If she called or came in she never spoke to me or my shipping manager. She did however speak to one of my cashiers on the 8th, and I told them I would refund her immediately, which I did once I was able to figure out which order was hers (as she did not give us the correct name). As I am sure you are aware, a refund can take 2-3 business days to show up on her bank account. Even though we got no refund from FedEx we refunded/reshipped thousands of dollars worth of orders from those three days so Ms. ***** was not ignored or singled out for any reason but there were a lot of people to reply to and since her information was not easy to find she fell through the cracks, so to speak. I don't see how I can attach proof of our interactions, but I can send that if required. Consumer Response /* (2000, 7, 2023/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After numerous attempts they refunded my money. I never spoke to Ms **** because she never returned my calls or was never in the office. I do apologize for the use of capital letters as I was frustrated. All I wanted was an explanation. Thank you. Case can be closed.

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