ComplaintsforTouche Touchet

• Initial Complaint

  10/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to place an order with Touche Touchet in person but was redirected to do so over the phone. On a separate day, I attempted to place my order over the phone as directed, but was told by a different employee that I needed to come to the store and place my order. When I explained to the employee over the phone that I had already done that, she took my order. I ordered 1 pie and 1 cookie cake, which was to be ready on Friday, October 22nd for a total of $40.00. I was charged two separate transactions - one for $22.00 and one for $18.00. When I went to pick up my order on Friday, October 22nd, I was told there was no record of my order and that it likely wasn't placed. I asked to speak to the manager, but was informed that Mike the owner or Kiara the manager would contact me on Saturday, October 23rd, 2021 to "make this right." No one has contacted me, no one has attempted to "make this right," but I was most definitely charged for services I did not receive.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/10/26) */ Contact Name and Title: Michael T. Contact Phone: 410-997-9338 Contact Email: ****************@touchetouchetbakery.com One of our new employees misfiled her paperwork and the order never got processed. We tried to contact Mrs. **** on several occasions to issues her a refund. Each time we called, her cell phone said the mailbox was full and we could not leave a message. We are ready to issue the refund, we just need her to contact us during business hours (8am - 4pm Mon. - Sat. and 9am - 2pm Sun.) to process the refund back to her credit card. Consumer Response /* (3000, 9, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information provided by the company is not true. I never once hung up on this company nor have they left me a message stating what they have shared in the complaint. I provided Touche Touchet with both my home and cell phone numbers. Neither have been contacted. And my cell phone is not "full" as they claim. I get calls and voicemails on my cell phone every day. I'm not going to engage in a tit-for-tat with a company that is dishonest about their business practices. They have my credit card information, which they promptly charged me and provided me with no service. They can simply refund me. Business Response /* (4000, 11, 2021/10/29) */ Mrs. **** only provided us with a single phone number which was not capable of receiving voicemail because the mailbox was full. We do not store credit card information so we had no way to issue the refund until she cooperated and contacted us. Meanwhile, she disputed the charge with her credit card company. We will respond to the credit card charge back. Consumer Response /* (4200, 13, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again - Touche Touchet is providing false information. None of my voicemail boxes are full. I provided the female employee who took my order my home phone number. When I came in person to pick up my order (that was not there), I provided the male employee at the register my name and cell phone number, which he promptly wrote on a miniscule Post-It and promised to provide to Management (I'm guessing that never happened). I'm happy to provide phone records to prove that you are lying. Bottom line - This is an extremely mismanaged (if it's managed at all) company. Your employees should be communicating with you and likewise you with them. I've encountered 3-4 of your employees and none that I spoke with knew how to take an order. You are a bakery. Your job is to take orders. It's not rocket science. My guess is the female employee probably wrote the phone number down wrong. For the record, it's illegal to take money from a client and not provide services in return. Your "we don't store credit cards" is a useless argument. You charged my card. You have the obligation to fix it. Void the charge. It's not hard. Business Response /* (4000, 15, 2021/11/01) */ Mrs. **** filed a dispute with her credit provider. We received the chargeback notice on Wednesday, October 27th. We approved the chargeback the same day. The credit card providers put disputed charges back on the consumers card immediately, so Mrs. **** should now have her refund. Again, if she would of just communicated with us, this all could have been avoided. There was never hesitation on the Business part to refund the money. We just need her to provide her credit card information so we could process the refund on our end. Anyway, the refund has now been processed and we consider the matter closed. Evidence of the approved refund attached. Consumer Response /* (4200, 17, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the way the complaint was handled, but will follow up with the credit card company for further assistance. Business Response /* (4000, 19, 2021/11/03) */ Again, if Mrs. **** would have engaged us on the phone, we would have issued her an immediate credit to her credit card. Again, she would not answer her phone and we could not leave voicemail as it was full. She started picking up the phone and hanging up on us, so there was nothing we could do until we received her credit card charge back. We received it on October 27th and approved it the same day. Mrs. **** now has her money back. Again, we consider the matter closed. Consumer Response /* (4200, 21, 2021/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm really tired of this business lying and mischaracterizing the FACTS of the case. FACT - My voicemail was not and has never been full. FACT - I never hung up on anyone from Touche Touchet FACT - I've contacted this business 3 times - TWICE IN PERSON and once on the phone. At no time did I ever speak to anyone who was knowledgeable or competent nor was there any member of management present or available. I'm willing to swear under oath that the above is the truth, the whole truth and nothing but the truth. I suggest you cease and desist defaming me. This entire situation is YOUR fault, NOT mine and it's about time you owned up to your mistakes. This is a disreputable business and I do not wish to have any further communication with them. Given their penchant for lies, this will be my final response.

*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. ↩