ComplaintsforDortoni Bakery and Pastry Shoppe

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Saturday 12/30/23 I made a full payment for an engagement party cake in the amount of $195.00. The cake was requested for Sunday 1/14/24. I returned the next day Sunday 12/31/23 and requested a full refund because I found out my fiance's mother had already purchased an engagement party cake as a surprise. I explain this to the manager. Yesterday, I was told that the policy was that full refunds and changes can be made within 49 hours of the pick up date. I came back less than 24 hours of my purchase requesting a full refund. (There was no cake made as it was requested 2 weeks in advance. There was no inconvenience to the bakery.) The manager told me that they can only give me 50% of my funds back and the remaining 50% must be a store credit or gift certificate. I asked to see that policy in writing, which he could not produce. They refused to refund me in full. Gave a me a $100 refund back to my card and a $95 gift certificate. I do not want a gift certificate and I will not use it in this bakery. I would like my full refund of $195. This is robbery and unfair especially when he could not produce anything in writing saying giving a 50% return is their policy. I waited 1 hour in the store to speak with him and was not given my funds back in full. I would really appreciate some help with my full refund. I did not inconvenience the bakery in any way. Please note that I spent an additional $32 on mini pastries the same day. Totalling $236.06 (with a credit card fee of $9.06) All I ask is that they refund me the full amount. I will not be forced into using a gift certificate with my own funds that's being held hostage by this bakery.

  Customer response

  01/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Dortoni Bakery and Pastry Shoppe regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dortoni delivered our cake on Saturday- 11/11/23.The cake was not created as promised. What was supposed to be the centerpiece was disappointing.The baby was tiny,with a thick unfinished gold colored crown,laying her head on a pillow,with a distorted face and a very long dress.My husband and I spent a lot of time with *****,bakery employee,going over the details of this cake.***** went looking through many photos on her iPad until she finally found the photo of the baby Dortoni made for a baby shower.I agreed to have that baby , which should have been about 6 inches big,per when I verified with *****,with a thin crown I requested and laying on top of a gold pillow with just a small lace on the babys bottom.I gave ***** the photo of how her lace should have looked.When I called ***** to express my concern about the baby, after I sent her the photos,she advised me to take care of my party and that she is there Monday-Saturday and so on.***** expected me to remain pleasant to her after this.***** tried to pacify me stating she sees a beautiful cake. I had to ask her,is the baby part of the cake?***** only accepted responsibility for the crown and dress but said the babys face was fine.***** wouldnt have the cake picked up.For whatever reason, the bakery slacked on the centerpiece and the person they permit to deal with escalations avoids accepting responsibilities and offering customer satisfaction.It seems to me they dont believe customers will litigate matters because of the nature of their business.

  Business response

  11/22/2023

  The cake was absolutely gorgeous in fact was posted on our social media which can be display exactly how beautiful. The only slight issue was someone banged into to handmade figure which wasn't mentioned upon delivery nor noticed. When we received a phone call we were demanded to cone pick up cake and redo the baby. This beautiful cake took **** to hand create and the particular figure take 2.5 hour to produce and woukd never be able to be remade in time . The customer dealt with ***** and eventually hung up on her which at that point she assumed the customer moved on. Being in the custom cake business there are time a customer is at first annoyed but then realizes in which in this case assumed is what happen . The figure created was perfectly sufficient for the top of the cake and nothing was wrong on our end. In the spirit of cooperation we will offer a credit or refund for 50 which woukd be the cost to produce the figure . This beautful cake had a tremendous amount of details and labor and was absolutely gorgeous . Dortoni didn't do anything wrong and if the figure nose was slightly indented we cannot prove how that particular event  occurred. We have posted this amazing cake on our social media page and it is evident the cake is flawless and was delivered as such. Dortoni provided every detail requested and delivered the cake exactly as promised . Please advise 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a cake for my son 1st birthday from this bakery because I was recommended by a good friend that their bake goods taste delicious. My issue is with the service and delivery of the product. When I received the cake it was very lopsided and before the party even started I could display the cake because it was falling apart. I've reached out to the store which i was directed to email the manager I did not get a response after a whole week and fews days and that was because I called to followup since no one emailed me back. Ive included photos and the best that one of the managers said they would give me was $75 which is basically my delivery charge. In my opinion this was an insult because I spent over $500 dollars for a cake that was not delivered with care or in good condition. The color of the was completely wrong and that is with me including the photos of the cake color that I wanted exactly. The staff was not well organized because they lost one of my receipt of payments luckily I had all my receipts which the manager tried to make it seem as if it was my fault for their receipt looking unreadable. The only changes I made were for the flavors which had nothing to do with the color of the cake itself. Its now a month since my son party and I still can not get a manager to speak with me or even respond to my emails. What was suppose to be a happy memorable time for our family especially for my son was for him to be able to look back at the pictures from his 1st party and I don't even have decent pictures of his cake to show him. I'm very frustrated that I'm being dismissed and read on their reviews a few people have had similar issues with them not refunding or responding back to customers. I'm just asking for is a partial refund and I dont not want a store credit I would like to have the choice if I would want to buy from them again. I hope the BBB can help me get a resolution for this matter. Thank you (photos wont upload)

  Business response

  08/04/2023

  Good afternoon. 

  The client was contacted back immediately.  The complaint never mentioned anything about design being off or different.  The cake was created as requested and delivered as requested.  The client also accepted the delivery with no complaints about anything.  It was a very hot humid day and what happened after the delivery cannot be determined.  Dortoni takes pride in our work and our customers and upon every delivery the customer is presented the cake with the option to accept.  Dortoni also has a strict policy that refunds are only to be issued with a returned product or unaccepted delivery.  In this situation had Dortoni had been notified immediately we would and will always rectify any situation.  If that entail sending a chef to the house or remaking the cake we will always stand buy our product and accommodate. However this cake was delivered correct accepted and then notified the next day.  The customer chose to wait until the next day and was contacted and offered a store credit. However, in the spirit of cooperation Dortoni will offer a ****** refund in order to accommodate which is against store policy.  

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I included photos of the cake. I understand that day might have been hot but no one responded to me right away. I gave them a picture of exactly what I wanted and they gave the complete opposite im offended that they would lie and say that they reached out to me. I will accept the partial refund off just $ 100 if they also reimburse me for the$75 delivery because it should have been delivered with more car and had I been able to open the cake before the driver left I wouldn't his have tip him for a bad drive. This business has been around for a couple years so this is not the first time they have *************** in the summer especially during wedding season are telling me if it was a wedding cake that would have been acceptable for the amount of money that was spent every customer should be treated respectively just because its a simple cake doesn't make less significant.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** **********
  
  
  
  
   
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  picked up a cake on 6/12 for my sons baptism. it cost $105 and fed ************************************************************************* there. we called constantly for the next 8 days and had no response from the owner. finally on 6/21 i got in touch with the owner who told me they have never heard of plastic in their cakes and even if there was that its just plastic and isnt a big deal. he refused to give a refund and then hung up on me. this could have resulted in any of the 10 kids or 25 adults at the party choking on this.

*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. ↩