ComplaintsforGerardo's Italian Bakery

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First date was August 25, 2021, Second date was 10/20/2021. We purchased a rum cake that was NOT a rum cake. It had no rum in it and had fruit. I contacted the store and the owner returned my call. He was nasty and told me to purchase my cakes from a grocery store. He did however, agree to return my money by way of gift card. As we had to use the gift card, my husband ordered one for my birthday on Wednesday, 10/20/ 2021. He ordered a chocolate cake with raspberry mousse filling. When we cut into it, it was vanilla with vanilla frosting. We (again) contacted the store and when my husband brought back the cake and this time asked for his money back, the same owner REFUSED. He screamed at him and told him that he was not giving him money and would only return it to a gift card. When my husband stated that we tried them twice now and he just simply needed his money back and we would shop elsewhere. The owner told him that he would only give him a gift card and that we could give it to someone that would like any cake they got from there. This is not ok and we want our money back! Owner hung up on us.

  Business response

  11/19/2021

  Business Response /* (1000, 16, 2021/11/17) */ Contact Name and Title: ************************ Contact Phone: ************ Contact Email: ************************ Gerardos Italian rum cakes have been made the same way since we opened our doors in 1993. We soak our sponge cakes with a secret rum syrup and fill the cakes with an authentic Italian custard, peaches and strawberries. We receive an abundant of compliments and produce over 50 of these weekly. We were sorry to hear that they did not fully enjoy our traditional rum cake and provided them with a gift card for the full amount as a goodwill gesture. Please keep in mind that the cake was not returned but instead consumed by the customer. Another cake was then ordered by the customer and paid for with a gift card. We were once again notified that they were not happy (they claimed they received a white cake instead of a chocolate cake)and demanded to have a cash refund. Unfortunately, we do not give cash refunds on products purchased with gift cards. We kindly let the customer know that perhaps they could give the gift to a friend or family member since they did not want to return to our bakery. Consumer Response /* (3000, 18, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, we absolutely BROUGHT BACK the cake to the store after we were told to do so. Yes, it was cut because it was a birthday party and this is what we had to serve, but as soon as we all tasted that there was no rum in it we returned the cake with the cut pieces. As far as the second cake. Yes, we ordered again because we have been ordering cakes from them FOR YEARS! When we ordered a CHOCOLATE cake and got a VANILLA Cake, we again contacted the store. The owner treated us so poorly that we just asked for our money back. We should not have to pay for a product that we did not order!! We will gladly return your gift card for our money back. WOrst Customer Service EVER!!

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