ComplaintsforCookie Monstah

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired the Cookie Monstah food truck to serve ice cream sandwiches at my wedding on 6/18/2022 from ****pm as a treat for our guests. We had paid $1,527.08 for 155 ice cream sandwiches to be served. Sometime after 10pm there was an issue with the trucks generator and the ice cream started to melt, resulting in them leaving early (before 10:30pm) and us not receiving the 155 ice cream sandwiches. The truck employees spoke with my husband directly and told him that they were going to pack up and leave. They told him who to contact for a partial refund. I have reached out via email to see if we could get the partial refund and since then they have completely denied that the truck had any malfunction at all. I have many witnesses who were turned away when they went to order a sandwich and ones that spoke directly to the employees on the truck that have confirmed that there was an issue and the truck was not working. I have never dealt with a company that so strongly denies what actually happened. An up front apology would have been fine but the fact that they keep denying what actually happened is just insulting. I would like a refund from this business for not fulfilling the job I hired them for and continually denying that there was any truck issue from the start.

  Customer response

  07/11/2022

  I have not heard from the business in response to my complaint. I sent an email on June 30th and have not gotten a response from anyone - it seems like they are going to try to ignore this issue. 

  

  Business response

  07/26/2022

  I have called and spoke to the manager On duty at this hotel. He has stated we were on site and he saw a lot of people with our sandwiches. He confirmed the generator was going and that they had 2 incidents of injury (ankle injuries) at this event, one inside and one outside. Our staff has both stated they say a group of people all together making all talking loudly and the groom came up to the truck 15 minutes before they were scheduled to leave, and told them to go ahead and leave. They handed him 5-6 boxes with approx. a dozen cookies each. The bride is stating that nothing happened in the parking lot, no one told them to go and that no leftovers were left there. 

  Our bakery with 5 other trucks is located within 20 minutes. We also have a portable generator. If the generator was not working, a quick call would have gotten the portable generator over there or another truck to swap out. These are industrial freezers, they are made to keep things frozen even if not plugged in for a significant amount of time (more than one hour). There is no physical way we would have not been able to serve the ice cream because it was melted, when the ice cream was in a freezer all day, then loaded in the freezer on the truck, which stays plugged in, so it is always at temp. Even if the generator failed, it would have taken hours to get warm enough where the ice cream was notable to be served.

  The staff and manager at the ********************** have both stated they can provide written statements if needed. Our contract clearly states and the confirmation emails state just what she sent in my reply that we typically leave only cookies at the end. We send approx. 10% of the count's worth of cookies in case cookies break or get dropped, and all of these cookies are left at the end to make up for the cost of any missing ice cream. 

  I do not feel that we need to refund anything as we left all leftovers on site. We have cookies galore here and there is no reason to take any cookies back, because we have to throw them away. We were there for 1 hour and 45 minutes out of 2 hours. We only left when told to leave. 

  Customer response

  08/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  I am deeply unsatisfied with the response from The Cookie Monstah. Their continued denial of the events that took place (generator breaking/issue with the truck) is very upsetting. I have spoken to my parents, husband, wedding guests & my attorney (who was present) and all of their experiences were the same. They all were told there was an issue with the ice cream melting due to the generator breaking and the Cookie Monstah decided to leave. We would have never told them to leave for any other reason - they were there to serve pre-paid ice cream sandwiches. We paid for their service for two hours and expected them to stay for the entire duration. I would be happy to provide written statements from the above mentioned people confirming this. 

  
  Regards,

  ****

   

   

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