We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cake Decorating Supplies

Send a Cake LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cake Decorating Supplies.

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/16/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have ordered something from this place myself and now I am scared my son won't get it a day before his birthday with is March 18, 2023. His actual birthday is March 19. I called to confirm that it will be delivered on the 18th as scheduled. I had to leave a message, but they did call me back with a voicemail and confirmed that it will in fact be delivered on the 18th. I spent $70.94. After reading all the complaints I am not sure how this will play out. I will be back with an update either way.

    Business Response

    Date: 03/27/2023

    We reviewed your account and as per ***** tracking number ************, your order was already delivered on Friday 3/17/2023 at 12:28 pm  to the shipping address you provided.

    I also attached the proof of delivery for your reference :

    Our website also allows you to track your orders. You will see a little truck icon at the top left and on our FAQ page, you just need to enter the order number and the email address you used to place the order.

    We do hope your recipient will enjoy the explosion box presentation and your sweet gift.

    Please let me know if you have any more questions. Have a great day!

    Regards,
    CesTell us why here...

  • Initial Complaint

    Date:02/15/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently made a purchase with this send a cake website I didnt receive my product or a refund on the product my tracking # is ******* I would appreciate a refund on my order

  • Initial Complaint

    Date:02/14/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $87.96 for a explosion box and they never sent the product. A shipping number was provided but never gave ***** anything. Ruined valentines day. Do not use send a cake they are scammers that scam

    Business Response

    Date: 02/19/2023

    Were so sorry to hear this happened! Upon checking, there seems to have been a glitch in our system and this cake was missed by the courier for pick-up.

    Furthermore, we have refunded the full amount on your original mode of payment. You should be able to receive the emailed receipt shortly. Refunds normally take 3-5 business days depending on your bank's turnaround time.

    Please let us know if you have any questions about this. Again, we are extremely sorry that this happened. 

    Thank you,


  • Initial Complaint

    Date:02/07/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered to surprise my boyfriend for Valentines Day but they planned shipping and delivery orders a week before Valentineday and denied refund ?U want to get gifts to someone for special day please away from Send a cake thats not right for surprising ?Thank you for reading my review that will help u made right decision for special ones

  • Initial Complaint

    Date:01/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    purchased an item in December with send cake and recommended to friends and assumed idea was good for a kid. I purchased send a cake and I saw one item called mystery box that was cool for a 7year old birthday, paid for rush shipping and ordered both items. My friend is in a different state and I was on the phone while he was opening his send cake with the butterflies. Then I saw he was asking about the box and I assumed it was the mystery box because it required a key which is to be given. I overheard the son, mom and grandma look for a key and im on speaker phone confused because it comes with a key to open. I immediately same day which was later at night on 1/11/23 emailed and informed upon what was going on. I received email back stating need video, I again am not in the same state and I asked my friend and she sent a photo and I emailed the photo of the box with the key lock with the key missing. That was not good enough they need a video of him opening the box and the key missing or not seeing the key. what they were asking for was impossible because I was not there and there was not a key. I called and the individual told me that they need a video because this the first case where a key was missing. I saw video and there was the box with the key and godson opening send cake box. side by side. So I sent this and received email stating that it is not good enough on 1/15/23. I called on 1/25/23 and I told them this is a back and forth and I do not understand what more is needed. I have no clue what more is needed. I was told the video was for the cake box which is true but the box with the key was there beside it. It was not what they wanted. They told me they can refund me 50% from $91.25 and I receive 30something and that is more than the toy in the box. That was the only option. I said I was willing to have 65$ not including rush shipping but they didnt view that as sufficient

    Business Response

    Date: 02/05/2023

    Thank you for reaching out regarding order number 6457723.

    We are so sorry to hear this happen on your order. Everything is handmade and our team does try to get everything right but can understand why sometimes something like this can be missed. We do not make any excuses for the incidents but wanted to give a little more insight. 

     

    As a small company, we bear the cost of sending you the customized product you ordered in full considering the entirety of the package that has been sent to you. Moreover, there are also costs paid to the team who prepares the orders as well as the couriers who deliver the package to you. The other components of this package have been fulfilled correctly.


    We typically offer a refund for what is affected. We do understand your frustration and the inconvenience this has caused you so instead we have refunded the full amount on your original mode of payment. You should be able to receive the emailed receipt shortly. Refunds normally take 3-5 business days depending on your bank's turnaround time.



    We tried our best to come up with an amicable solution to any issues and again, we are extremely sorry that this happened.


    Tell us why here...

  • Initial Complaint

    Date:01/25/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is false advertising. I ordered a a flower explosion cake. The company promised when the box is opened the flowers would move around. They did not move or do anything. I sent the company a video and contacted them 3 times requesting a full refund instead they made excuses. BBB help me obtain a refund and to notify potential customers this company is false advertising. I can also provide a video as evidence.

  • Initial Complaint

    Date:12/30/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company said that my cake was enroute by Fed Ex. I received notice per email on Dec 28 2022 that the cake would be delivered that day. I then received notice that there was a problem with incorrect address. I had it sent to my place of business at ******************* ************ which is where I work. Then I received a notice stating it was out for delivery on Thursday 29th. Never arrived. I needed the cake for today. I contacted Send a Cake this morning by email and they stated they contacted Fed Ex abd they said I requested the cake to be destroyed, therefore I could not get a refund. Why would I request the cake to be destroyed when I paid ***** for it. I understand that this is Fed Ex who didn't deliver, but when I didn't get what I paid for because of the company they chose to have it delivered, I believe the company I ordered from should make it right, especially with the price I paid. I would never suggest anyone to ise this company.

  • Initial Complaint

    Date:12/30/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a perishable item from sendacake.com to be delivered on December 27th, for my daughters birthday. It was not delivered. I called the company and they sent me to a website to file a claim. The website is not friendly and there is no support. sendacake.com does not help me and only refers me to the website. I purchased a cake box on December 3, 2022. my order number is *******. My Route shipping number is RTCE5POAH3BU59EIFRSK3G. And the Fed Ex number is 392567346345.I spent 109.93.I would like my money refunded please.

    Business Response

    Date: 01/01/2023

    Order 6423139 was shipped with ***** delivery under tracking number ************ which shows as delivered on Friday 12/30/2022 at 12:22 pm to the address as PROVIDED  and CONFIRMED by the customer at the time of submission of order which was ************************************************************** ********************************************************************************************************************.  We do not believe this customer is eligible for a full refund as the order was still delivered even after the delay on the courier side which cause by the Severe Winter Weather conditions across the country.

    As per our policy that was stated in our FAQ, If the failed shipment is caused by a severe weather condition, uncontrollable situation, or due to an error by the purchaser or recipient, including but not limited to, an incomplete or incorrect address given upon submission of the order, receiver not in, special shipping instructions made at the request of the recipient (such as the recipient created a pick-up arrangement with the carrier but did not pick up within 5-7 days), refused deliveries, or orders left out and either stolen, ruined or damaged after delivery, we cannot refund or replace the shipment.

    Please see the attached proof of delivery and shipping label and tracking information.


  • Initial Complaint

    Date:12/27/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a cake from this company. It is an experience buy, you give the gift to someone and when they open it butterflies fly out and then there is a little cake in there. When you purchase you pick a day for it to be delivered. I picked 12/24. It is now 12/27 and it's not here. They have blamed this on ***** and said there is nothing they can do about it and offered me 'free' shipping (which cost $17 for a small box). They have refused to give me a refund even though this product is no longer needed as it was a Christmas gift for someone out of town. I realize during the Christmas season packages can be late, which was why I purchased this in the first place. You pick exactly what date you want this delivered as it's a perishable good. There were no warnings that it may not get to you on this exact date. Had I known this could have been an issue I would have simply requested it to be delivered on an earlier date and stored it in the fridge until Christmas. The customer service on this has essentially been so sad too bad, we have our own costs so we can't lose money. But I'm supposed to be out money here instead since this product is no longer good or needed? Nice try.

    Customer Answer

    Date: 01/05/2023

    Hello,

     

    I am writing to inform you that this business did decide to make this right and will be refunding my credit card for this purchase. Please feel free to remove complaint #********.

     

    Thank you!

     

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

  • Initial Complaint

    Date:10/30/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a cake for my daughters birthday. It didnt show up and there was no correspondence. When I asked what happened they blamed it on shipping but I had other packages shipped that day with. No issue. No offer for a refund and I have had endless emails from them and their shipping company asking to complete needless forms. I want to end these conversations and get my money back. They have already messed up my daughters 21 birthday.

    Business Response

    Date: 11/10/2022

    We are sorry that there's an issue with your delivery. It was completely out of our control how this was delivered. The management is fully aware of this incident and we are sorry for the inconvenience but we just do not have any control over situations like this since our courier operate separately from us.

    Upon checking the order, It seems that this order was tagged as incorrect address when they attempted to deliver the package on the day of the delivery. The customer confirmed that the the address on file is correct but when we called ***** they say that it has an incorrect street name or house number the reason why the driver unable to deliver it. But we request to re-deliver it again on the same address on file but it was tagged as Customer not available or business closed when the courier  attempted to deliver it again. Please see the Proof of transaction attached. 

    Please be advised of our Failed Shipment Policy: If the failed shipment is due to an error on the purchaser or the recipient's part (as in a gift), including but not limited to, an incomplete or incorrect address given, receiver not in, special shipping instructions made at the request of the recipient, refused deliveries, or orders left out and either stolen, ruined or damaged after delivery, we cannot refund or replace the shipment."

    Hoping for your understanding on this matter, and Again, we are extremely sorry that this happened.





     

    Customer Answer

    Date: 11/28/2022

    They refunded me but not without a lot of hassle and many emails.

    The customer service is terrible. That is what I want noted.

Send a Cake LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.