Nationwide Wholesalers

In regards to the complaint I received about an order that was placed, the complaints that were provided were erroneousThe customer did place an order from my business, which I filled completely My assistant and I were present when the order was placed and when the order form was filled outPer the customer's order form, the requests were metThe customer and her significant other both gave me creative freedom to create what I thought was best for the occasion and that's exactly what I didAs far as the customer stating I told her I was busy making other orders, that was a true statement made several days after the delivery when she entered my shop I'd have been willing to speak with her more on the subject had she made an appointment, but coming during business hours made it hard for me to make ample time for herI did however, ask the customer what she would like for me to do to help rectify the situation and she asked for a refundAs per my company policy that is posted in my store and on customer receipts, I do not give cash/credit refunds, but I did ask her if she would like partial store credit because I did not want to lose her as a customerFollowing that, she declined and said she would see me in courtAlso, the cake she returned was not unfinishedIt was not returned in the condition that it was deliveredIt had holes in it when it was brought back to my storeAlso, I asked the customer where everything else she ordered was (tier cake, dozen cupcakes, dozen cookies, and dozen cakepops) and she had no responseI feel that if she was TRULY unsatisfied with my work then she would have brought back somethingThere was no complaint about the order when it was delivered and I heard nothing else until the customer showed up days laterThe customer also, requested a copy of her order form which I gave herIt would also show a summary of what she ordered I can provide a copy of the order form and the posted policy to which we have complied if needed Please consider this an official dispute of the claims made against Tiffanee & CoBakery Thank you for your consideration on this dispute [redacted] Owner

I received a complaint, submitted by a [redacted] in regards to a wedding cake order that was placed in February of this year. At the time the order was placed, there was a deposit of 50% (187.50) placed for the cake. It is our standard procedure and has always been our procedure that a deposit...

of at least 50% must be placed for any custom order. Our policy, which is posted in our store, on the customer's receipt, and on our website states the following: "WE REQUIRE A 50% NON-REFUNDABLE DEPOSIT ON ANY ORDER AT THE TIME THE ORDER IS PLACED. YOUR DEPOSIT RESERVES YOUR ORDER IN OUR SCHEDULE. THERE ARE OTHER ORDER REQUESTS THAT ARE NOT SCHEDULED ONCE YOUR DEPOSIT IS ACCEPTED. WE WILL REFUND PAYMENT, LESS YOUR DEPOSIT, THROUGH STORE CREDIT FOR CANCELLATIONS MADE AT LEAST 14 DAYS IN ADVANCE OF YOUR PICKUP/DELIVERY DATE. NO REFUNDS ARE PROVIDED FOR CANCELLATIONS MADE WITH LESS THAN 14 DAYS NOTICE. PLEASE NOTE: WE DO NOT PROVIDE REFUNDS IN THE FORM OF CASH OR DEBIT/CREDIT CARDS. WE MUST RECEIVE THE REMAINING BALANCE 7 DAYS PRIOR TO EVENT DATE OR CONTRACT IS NULL AND VOID. YOUR ORDER WILL NOT BE BAKED UNTIL WE RECEIVE THE REMAINDER OF THE BALANCE. IF NOT PAID IN FULL, THIS MAY PUSH BACK YOUR DELIVERY DATE OR CANCEL YOUR ORDER." The customer states that she came in 3 days before the day of her wedding to pay for the cake and was told by "a gentleman" that she could pay for the cake upon delivery. It is not now or has it ever been our policy to accept payment for a wedding cake upon delivery. It would be very hard to track someone down in the middle of a wedding ceremony for payment, if we even knew who to look for, and it would also be unprofessional. As per our policy, payment was not made for the cake, therefore the cake was not made. The customer also stated that multiple people attempted to call our business on the day of the wedding. Our hours are also posted online in numerous locations and on our door. We are not constantly inside on Saturdays because we work on custom orders and have deliveries. That is why it states we are by appointment only on Saturdays. This would explain the difficulty in someone being able to be reached. I had a woman come in on the Tuesday following the wedding who stated she was the bride's mother. I again showed her our policy. She argued that someone came in on multiple occasions to make final payment for the cake, but that they were denied. Again, I told her it was impossible that someone would refuse to take her payment. I understand that the customer is upset, but again, our policy is in multiple locations and the cake was not paid in full, therefore, it was not made. A deposit does not guarantee you an order, it guarantees you a space on our calendar. I gave the example to the mother that if you went to rent an apartment you saw online and gave the landlord a deposit, they would more than likely take down the listing so that no one else would inquire, but the renter would not obtain keys until the first month's rent is paid. If the renter found another place, the landlord would not return the deposit because they lost potential tenants after the listing was removed. I did not book another large order for the day in question because there was a spot for a wedding cake. Therefore, I lost income. I did apologize to the mother when she came in because she was obviously upset, but I do not feel my business did anything wrong by following our documented policy.
Sent on: 10/16/2017 2:06:09 PM

In regards to the complaint I received about an order that was placed, the complaints that were provided were erroneous. The customer did place an order from my business, which I filled completely.  My assistant and I were present when the order was placed and when the order form was filled...

out. Per the customer's order form, the requests were met. The customer and her significant other both gave me creative freedom to create what I thought was best for the occasion and that's exactly what I did. As far as the customer stating I told her I was busy making other orders, that was a true statement made several days after the delivery when she entered my shop.  I'd have been willing to speak with her more on the subject had she made an appointment, but coming during business hours made it hard for me to make ample time for her. I did however, ask the customer what she would like for me to do to help rectify the situation and she asked for a refund. As per my company policy that is posted in my store and on customer receipts, I do not give cash/credit refunds, but I did ask her if she would like partial store credit because I did not want to lose her as a customer. Following that, she declined and said she would see me in court. Also, the cake she returned was not unfinished. It was not returned in the condition that it was delivered. It had 2 holes in it when it was brought back to my store. Also, I asked the customer where everything else she ordered was (3 tier cake, 2 dozen cupcakes, 2 dozen cookies, and 2 dozen cakepops) and she had no response. I feel that if she was TRULY unsatisfied with my work then she would have brought back something. There was no complaint about the order when it was delivered and I heard nothing else until the customer showed up 3 days later. The customer also, requested a copy of her order form which I gave her. It would also show a summary of what she ordered.  I can provide a copy of the order form and the posted policy to which we have complied if needed.  Please consider this an official dispute of the claims made against Tiffanee & Co. Bakery.   Thank you for your consideration on this dispute.   [redacted] Owner