Pastry Land Bakery, Inc.

Dear Revdex.com,This is in response to complaint # [redacted]The Customer did not include the attached email. She inquired about the baseball cake 3 days before she ordered it.  She did not complete her order in the email rather she called late on Friday to order her...

cake for sunday without mentioning her inquiry online.  Her husband did pick up the cake and said he loved it and paid for it with HIS credit card.  She called back and said the trim was not blue enough and hated it.  The sales clerk told her to bring it back because the decorator was still working. She refused and swore repeatedly on the phone.  The attached email indicates we would refund her $20 for the extra decorating cost.  If she took back the cake she would have gotten a total $50 refund.  We started our annual vacation on July 6th but answered her email telling her to come in for her refund on the 30th.  She called instead and insisted on a $30 refund.  The store was very busy and she repeatedly  called about 20 times saying I want my $30.  She was told she had to come in to sign for a refund but she threated to cause a scene  in front of the  customers yelling and screaming.  She was told that if she was out of order the police would have to be called and she just kept on calling saying I want my $30 or else I will have to take further action.  She was told to do what she had to do.  In all we are still offering her the $20 refund but her husband will have to come in and use the same credit card that he used for the purchase.  Also called a customer called us this week and wanted to order the same cake.  She described it as : I was in the store on theSunday before you went on vacation and a guy picked up a baseball cake that he really loved.  ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jul 7, 2015 at 4:18 PMSubject: RE: Baseball cakeTo: Pastryland bakery <[redacted]>Cc: "[redacted]" <[redacted]>To whom it my concern:Owner, [redacted] or whomever is responding.First of all I have been waiting since 6/21/15 to get a response. Second, my husband did not LOVE nor did any of my guests, especially my son.  Third, it was not what I ordered as you can clearly see from the pictures I provided you and lastly returning the cake at that point was not an option. I will call with my credit card on Thursday, July 30th and will agree to a $30 refund. The decorating was unacceptable and I am positive the cake mix and icing did not cost you $20. The best customer service would be to refund the entire amount and that would be appreciating my business. Enjoy your long vacation! From: Pastryland bakery [mailto:[redacted]] Sent: Tuesday, July 07, 2015 1:20 PMTo: [redacted]Subject: Re: Baseball cake   Mrs [redacted],  I am responding to your email even though the business is closed for vacation until July 30th.  Your husband picked the cake up and LOVED it.  We will refund you $20.00 which is the extra cost it was to decorate the cake with baseball and red sox themed. Unfortunately we cannot refund the complete $50.00 because the cake was not returned.  We apologize for the inconvenience this has caused you.  We appreciate your business, we will see you on Thursday, July 30th. Please bring the same credit card you paid with.  Take care, Pastryland Bakery 19 Sanderson Road Smithfield, RI 02917 [redacted] On Jul 7, 2015, at 12:41 PM, [redacted] <[redacted]> wrote: I am still waiting for a response since 6/21/15.[redacted]From: [redacted] Sent: Monday, July 06, 2015 3:55 PMTo: 'Pastryland bakery'Subject: FW: Baseball cake I still have not received a response from the owner. I can’t imagine the owner not responding to this. Have you forwarded my messages?I would like the below to be addressed ASAP [redacted]. From: [redacted] Sent: Wednesday, July 01, 2015 10:14 AMTo: 'Pastryland bakery'Cc: [redacted]Subject: RE: Baseball cake  I had at least 4 conversations(also with you [redacted]) and was quoted a price $50.00 to do what I wanted and I did not get it. Logo and stitching wrong directionLogo not Red with Dark Blue outline- was Red with White outlineHappy Birthday [redacted] not around cake not  in Dark Blue like the picture I sent youBaby Blue icing not dark blue icing- really?Icing around bottom of cake on cardboard- specifically said nothing around bottom of cake or on cardboard- you sent sample picture –told you I loved that! You would just spread stitching farther apart to place logo below in middle. The LOGO, colors  and instructions see below emailAttached:·       Picture of the cake I sent you (indicated just happy birthday [redacted] around entire cake– omit red  line underneath)·       Picture of cake you sent me·       Picture of cake you made Very unhappy customer! Not the wows from the guest like the [redacted] Birthday Cake you made me before and gave you a lot of business. From: Pastryland bakery [mailto:[redacted]] Sent: Tuesday, June 30, 2015 5:39 PMTo: [redacted]Subject: Re: Baseball cake Please send me a picture of the cake. [redacted] On Jun 25, 2015, at 12:42 PM, [redacted] <[redacted]> wrote:Attached file is what I was thinking.Happy Birthday [redacted] (in blue)“B” Logo (Red with Blue outline)<image001.png>From: PastryLand [mailto:[redacted]] Sent: Thursday, June 25, 2015 12:08 PMTo: [redacted]Subject: Baseball cake   Pastryland Bakery [redacted]<boston red sox cake.jpg><RED SOX BALL CAKE.jpg><boston red sox cake.jpg><[redacted].jpg>

The Pastry Land  response is far from the truth as you can see from all the documentation I previously attached.  It is evident that I did not receive the $50 cake I was promised. The owner and staff are unprofessional. Where is their documentation? The best customer service establishments would refund the entire amount with an sincere apology. Instead, I was told "it is only a cake" "you should have picked-up the cake yourself" "well, the decorator made a mistake".  My husband is appalled at what Pastry Land stated about another man ordering the same cake.  When my husband picked-up the cake, he was the only male in the bakery, another Pastry Land lie. My husband never said he loved the cake. He did say "as long as my wife is happy". Does the department of health inspect this facility?   I have seen workers at Pastry Land touching ready to eat food with their bare hands. This is a food safety violation. I cant imagine what the back of house is doing.  I highly DO NOT RECOMMEND THIS BAKERY. My husband and I will never set foot in this bakery.  We expect a FULL refund to be made over the phone or by certified check.  If not, I WILL take this matter further. It is the principle of this matter now. Regards,
[redacted]