Complaints

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Name: ************************ I ordered a cake for my partners birthday from Aux Merveilleux De Fred West Village on February 4, 2023 and was charged $90. The cake was to be picked up on February 11 at 1 PM for our 3 PM party. When my husband ****** and I came in to the bakery in person, we were told repeatedly by *****, the manager, that the cake had to be kept in the refrigerator immediately prior to serving. On February 11, ****** and I realized that we would not have enough room in our refrigerator to fit the cake, so we called Aux Merveilieux De ***************** Village on speakerphone, and asked *****, the manager, if we could keep the cake in the bakery until 4 PM so that we could pick it up and serve it immediately at the party. ***** said that was fine. When I picked up the cake at 4 PM and brought ************* to be served at the party, we discovered that the cake was frozen solid. 4 hours later, at 8 PM, the cake still hadnt fully thawed and we were unable to serve it at the party, which began at 3 PM. I called the manager, *****, to complain and ask for my $90 back. ***** lied and claimed that she had told us that the cake would be put in the freezer. Oh course, if she had told us that she was going to put the cake in the freezer, we would not have let her hold on to it, and we would have picked up the cake at 1 PM. She then said she would talk to her boss and get back to us immediately. We never heard back from ***** and we came to see her in person on Sunday. ***** said that her boss was not in on Sunday & that she try to reach her boss and would get back to us ASAP. Again, we never heard back. When I called on Monday at 10 AM, I was told by staffer ****** that ***** would not be in until Thursday. ****** offer to call ***** and get back to me. ****** never got back to me and when I called ****** told me that ***** had spoken to her boss & that instead of giving my $90 back, that I could have a free pastry instead. I believe that I should receive my full $90 back.

  Customer response

  03/22/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Aux Merveilleux de Fred has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

  Business response

  03/29/2023

  Dear
  
  We Just received your mail about the customer who complained.
  I want to apologize for the late response.
  
  We solved the problem that same Monday, He reached us back by phone and email so We gave back the money. 
  From the very first moment We explained the process of our cakes and How they should be conserved, The customer decided to change the pick up hour at a very last minute and We were able to provide the cake, but it was frozen.
  The staff explained it was frozen and he agreed to take it.
  After He complained We asked him to return the cake or show us pictures in order to receive a refund with no positive answers from his part or proof provided.
  After a few phone calls with him, We decided to give the refund with no more questions or actions to avoid any misunderstanding.
  
  Please feel free to contact me if you have any questions or concerns
  Best
  *******************************
  General Manager, Aux Merveilleux de Fred ***
  

  Customer response

  03/29/2023

  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 thought that everything was resolved but I need to respond to a blatant lie being told by the business. At no point was I told that the cake was frozen before I took it. They knew that I was to serve the cake was to be served immediately, yet they froze the cake and didn't tell me about it. Shame on them for lying about it and covering up their mistake. They owe me an apology.

   

   

   

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

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

*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. ↩