ComplaintsforNana Dot's Southern Sweets

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cake for $85 and it was rubbery, I took pictures and showed her my other cake wasn't like this. I asked her to send me another, she said she rather not because it will taste the same. She said she would give me a refund and has not yet.

  Business response

  03/29/2023

  This complaint is absurd and quite shocking. **************** has ordered over 22 orders from ** spanning back from 2019. Each order has been amazing and we have multiple reviews on our website to prove it. In this instance she said her cake did not taste right and instead of sending her another cake and her having the same experience I told her that I would refund her. This conversation took place via email on Friday at 130pm CST while myself and another ***** were in the kitchen baking for the weekend events. I save all of my admin work for Monday mornings since we are short staffed. Less than 60 hours later I receive a complaint from the BBB. Her refund was processed Monday morning and she should have received an email confirming that. When the money appears back in her account depends on her bank but usually it's 3-5 days. I emailed her asking her to cancel the BBB complaint as I processed her refund and she read my email, but did not respond. See proof of refund attached. 
  
  Please help 
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 10/29/22, paid $145.00 for desserts to be picked up at a designated location on 11/23/22, same as others. On the 11/23/22, an email was received that evening that the orders were not going to be ready for pick up due to issues. They would be delivered directly to you that night or on Thanksgiving day. On Thanksgiving evening, still no delivery. The owner **************, said they were behind and at this point Thanksgiving is over, I said, please refund. She spoke about all the complaints she received, I just want my refund. She said she issued a refund on 11/25. I was advised by Cash App, the card I used for the order, that the refund was declined. The merchant, ********* said that there was nothing they could do. It seems that this happened to a lot of people on Thanksgiving. I want the money I paid for items I did not receive. I don't know who else to go to. Please help.

  Business response

  12/13/2022

  I submitted a refund to this customer using the square app on ******** and sent her proof of that. According to square it was processed on December 1st. She did not utilize an actual bank card or credit card, but a cash app card so it must be taking longer on their end to process the refund. Please see proof of my refund to her attached. This has also been communicated with the customer multiple times. 

  Customer response

  12/14/2022

  Complaint: 18558654
  
  I am rejecting this response because: Cash App is a company that many use and ********* obviously accepts funds from as it utilizes ***** I completed dispute with Cash App with the information provided by ********* and was advised the refund was issued iao $145.00 on 11/25/22;however,  on 12/1/22, the refund was voided by the merchant. Therefore,  no refund could be credited back to my card. I was advised the merchant needs to reissue the refund and not void it.  I am continuing to be advised to contact the merchant.  The merchant needs to provide proof other than the refund issued,  but funds being removed from her account and not returning to the same.  I have yet to receive a refund of $145.00.  I had issues last year with an order, always use the same card,  she issued a credit,  it was credited back to my account,  this time it was not.  I just want my refund as I did not receive the goods I paid for.  

  
  

  Thanks, 
  

  
  
  ***********************

  Business response

  12/14/2022

  This refund has been processed and was not declined. Please see proof of refund attached.  

  Customer response

  12/14/2022

  Complaint: 18558654
  
  I am rejecting this response because: the attachment is a copy of the refund issued;however,  proof confirming it was not voided or declined is requested.  
  
  Regards,
  
  ***********************

*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. ↩