ComplaintsforSugar Street Bakery & Bistro

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In June I ordered 3 dozen cupcakes for my wedding, and paid for them promptly. My wedding was in Sept. On Sept 15th the day before my wedding, I reached out to the business to find out what time I could pick up my order. I received an email back saying they were permanently closed and they would issue a refund within 3-5 business days. First of all, why hadn't they reached out to me prior to let me know I would not have wedding cupcakes, and secondly, they had to have known they were going out of business when I placed the order, so that is horrible to do to someone. It has now been over a month and still no refund and they don't return emails and there is no way to call them. Terrible people own this company.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of transaction: 9/9/22 Amount paid : $135 What the business committed to provide: 3 dozen cupcakes and a 4 mini cake made with allergy friendly vegan ingredients and a coconut based vanilla frosting decorated in the style presented on their website and in their store Nature of the dispute:8/18/22 I went to the Sugar Street business and met with the owner to discuss creating custom cupcakes and a mini cake for my sons 2nd birthday party. We discussed my older sons allergies and she said she would make a coconut frosting instead of one with pea protein. We also spoke in detail about the design and she said the frosting would go with the theme of the party, including white and yellow frosting and edible glitter. We ended the conversation with her saying she would send an invoice the following week. 9/3 Weeks passed and I never received an invoice. I emailed to confirm order was in and would be ready for the day of the party. 9/6 They respond confirming the order will be ready for Saturday 9/10 but the email says one 4 cake and 1 dozen cupcakes which was incorrect.I emailed back immediately saying it was supposed to be 2 dozen cupcakes and did not receive a response.9/9 After several attempts to reach staff or the owner through phone I finally get through to an employee. I tell her I need to confirm the correct order will be ready for me tomorrow 9/10 as planned. She confirms. Approximately 3:00pm I arrive to pick up cupcakes and girl at cash register rings me up for 2 dozen cupcakes. I ask about mini cake and she says they do not have it. I am left with no option but to take the cupcakes since the event is the following day. Upon opening the box of cupcakes they are not what I ordered. One also had a hair in it.I tried to contact the owners through Instagram and the coowner ****** tells me to stop contacting them and threatens me by saying he has my info &will call the police on me and has contacted my employer.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My cake was not the same as what I ordered and then they tried to blame me, call me a liar, and even cussed at me. All they did was argue and try to blame me and my sister. They did not create what I asked and would not apologize or offer a refund for their mistake rather than attack me. Last picture is what I ordered.

  Business response

  09/24/2021

  Hi there, 
  
  
  We apologize for your disappointment in the cake and appreciate your feedback and concerns as we take pride in customer satisfaction. This message was too long to send through Instagram which is the reason for the reply through email. 
  
  
  Condensation from air can create a cake to sweat. We always suggest at the time of pick up that the cake stay refrigerated and wrapped in the cake box with plastic wrap until about an hour until serving time, which  limits the cakes exposure. That way the condensation forms on the plastic wrap and not on the cake when taken out of the refrigerator. The “sweat” doesn’t come from the cake itself but from moisture in a room with that has warmer air. 
  
  
  As for the dent in the side, I’m truly sorry that happened and can assure you it did not leave that way or our team would have fixed it right away. We had one dedicated baker working your cake for about 5 hours and can assure you their efforts were not rushed. A bat cookie cutter was sourced out and purchased for your cake specifically however it was decided that the size of the fondant bat was too large compared to the rest of the deco and a conscious, thought-out decision was made after much moving around of placement that it was best not to go with the larger bat size. 
  
  
  We know how excited you were about this cake and apologize that you are not happy with it. I hope we have answered and addressed your concerns. 
  
  
  This was an email sent to the customer the same day as the feedback was provided. A full refund and phone conversation has taken place since then and the customer writes back, " Just sending a written report of our conversation this morning. I will also consider Sugar Street providing other bakery services and consider my posts about our interactions". 

  Customer response

  09/26/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩