Bake My Day

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below First, let's clear up one of the assumptions made by Bake My Day's Owner and Manager - "the cake was eaten and enjoyed by our guests"? Actually, the cake wasn't fully enjoyed by us or our guestsWe specifically asked and had a contract for a cake to be done in butter cream frosting and not fondantWhy? ? An important point to note and was even shared during our consultation with Ms [redacted] is that our guests don't like the taste of fondant.The contract states that Bake My Day will make a custom cake based on details outlined in the contractIt also doesn't give permission from us the client, to allow Bake My Day to change details CONTRACTUALLY agreed upon without our consentBreach of contract point blankMs [redacted] and Ms [redacted] failed to contact us once they realized they couldn't uphold their end of the contract? We would've gladly made a trip to the bakery to discuss the newly discovered issues with our requested designAll of us could've collaborated together to create a mutually agreed upon design or we could have just dissolved the agreement with no ill will? Why didn't anyone from Bake My Day call us?The business told us they could replicate the cake that we requested and entered in to a contract forWe can't key our own contract on their letterhead now can we? Not once did they say they didn't have the skills to successfully do it? We chose this vendor to do our daughter's First Birthday cake? We had firsthand experience with a cake that they completed for our baby shower? That we loved? We know that Ms [redacted] is capable of beautiful work? We will repeat once again since the reason why we are upset is still not being fully comprehended - our daughter's cake was not fully designed like we requested? We entered into a contractual agreement with Bake My Day to provide another cake for us to love? To say the least they left us disappointed, upset, and shocked.? It's obvious that this issue is of no importance to the business? We're all human and it's understandable if we make mistakes or even have an off day? Why is it so hard for Bake My Day to provide adequate customer service in rectifying this whole ordeal? ? We truly wish they would take a step down from their high pedestals and put themselves in our shoes? We spent months planning our daughter's first birthday party? Every detail mattered to us? I know for a fact Ms [redacted] is a mother? How would she feel if this was the product she received for such an important event? ? To make matters worst not only was it not delivered but, it wasn't what you requested and paid for? After all Bake My Day is in the business for providing desserts for important life events? Cakes are typically one of the main focal points for an event? So, obviously you would expect that you receive what you paid for.? If Ms [redacted] spent hours designing the cake, can she please explain why it appears to be unfinished and lacks details shown in the contracted picture? ? This isn't what someone would consider to be a "slight variation"? hours should've been more than enough time to at least design the cake as requested? During the consultation Ms [redacted] was filled with pride when telling us about a previous Clubhouse cake that she completed over the summer? Further reason for us to know that she is capable of excellent work? Our cake definitely didn't look nowhere near that one or what was contractedThe business still refuses to address why were clouds placed on grass?Why are there no flowers?? Does Ms [redacted] not know how to create flowers?? Why are the windows of the clubhouse only incomplete black circles? ? Where's the blue fondant for the windows?In the picture we provided the bow has polkadotsOurs was solid hot pink? Did the Minnie clubhouse in the contracted picture look hot pink to Bake My Day? I would consider the shade of pink that we requested to be light pink.? Are those suppose to be fingers? ? It looks like she simply rolled up fondant and stuck it on toothpicks.? The delivery time was suppose to be 1:? Let's please stick to the factsIf she was there at 1:as stated in the response by Bake by Day, the cake would've been delivered on time as contractedCorrect? Ms [redacted] chose to call us back once she returned to the bakery at 1:00, which we have phone records to proveAlso, it wasn't as if pickup of the cake was a happily agreed on optionAt that point, Bake My Day REFUSED to attempt delivery which sent us out of our way on an already busy dayReason for not attempting delivery was stated to us BY Ms [redacted] was that she had another venue to at by It's clear now by the way she operates that she probably didn't have her facts straight againIf the said "class" was at and delivery could have been made within the hour of Ms [redacted] returning to the shop and the beginning of class, why wasn't Ms [redacted] willing to bring our cake since Bake My Day made the mistake? The contract that was agreed upon had a 1:delivery timeShe had plenty of time to glance over the contract at the shop and attempt to make it right by delivering the cake? Instead, she chose to be argumentative, in a rush and dismissive about our event showing we weren't as valued as other clients.We are requesting a refund for not only the inconvenience for their failure to deliver our cake but, also the fact that the cake isn't what we requested nor entered into a contract with Bake My Day forThe contract was very clear on how the cake was suppose to be designedWithout a doubt Bake My Day failed to withhold their end of the agreement that we entered with themWe fully paid them for their service and on time.Please note: We are asking that Bake My Day stop making excuses and issue an adequate refund to resolve this.] Regards, [redacted]

Bake My Day has been happily baking in the community for yearsI have over years of baking experience; myself and my staff take great pride in providing high quality customized cakes Mrs [redacted] sent a picture to the company of a tiered edible image cake, which is a cake that has sheets of frosting that can be imprinted with any image using edible inksMy sugar artist simply added polka dots to the top tier of the cake The client came to the store to pick up, saw the cake and paidThere were never any issues mentioned upon arrival of pickup with the finished productIf Mrs [redacted] simply did not like the cake, she didn't have to accept it However, after learning of Mrs [redacted] 's dissatisfactions a $credit was offered because of the added polka dots Regards, [redacted]

I let her know the client never expressed in the ordering process that she wanted a fondant cakeThe cake picture she sent us was a buttercream cake and her request was I want this exact cakeOur company did make the mistake of a adding polka dots to the first tierBecause each cake is a custom design we will sometimes make settle changes to the cake to make it a Bake My Day original I do explain to clients we do not do exact picture because we are not the original person to do the cake they sentMy goal as a sugar artist is to send out a quality product with a finished designI made the decision to add polka dots because the cake did not feel finished, in this case the client expressed she was unhappy with the polka dotsI agreed to a $credit because we added them to the cakeIf the client would have expressed any concerns or dislikes when picking up the cake our company would have easily removed the polka dots on the cakeWe did not receive there was any issues with the design till after she left with the cake Thanks, [redacted]

Good afternoon I would like to address Ms***’s concerns in order, starting with the customer service issue.
Bake My Day has recently gone through a personnel transition. Our former administrator worked from home which sometimes made communication difficult. This has
been resolved in-house with a personnel change; however we realize some customer service issues may have been addressed in a less than timely manner during this transition
The client sent an email to Bake My Day on Sunday, July 26, at 9:45pm according to the time stamp. The shop is closed Sundays and Mondays so no one read the email until Tuesday, July 28, 2015. Over the next couple of days our owner and in-house bakers discussed the client’s feedback but could not determine why there would have been any kind of licorice flavor to the cake since there is no licorice flavoring in the building. Additionally, our cakes are baked fresh, stored in a sealed upright container and decorated the following day. This is a consistent practice here in the shop. Since all of our cakes are baked on the same day and stored exactly the same way we cannot determine how this particular cake would have been stale or tasted any differently from the numerous other cakes prepared here during that time period. In fact, we received positive feedback from other clients regarding cakes prepared during that same week
Bake My Day prepared the cake in a professional manner according to the client’s wishes. It is unfortunate that this particular client was unhappy with her cake. We do, however recognize her concerns and will gladly refund $to Ms***.
Regards,
*** ***
Owner, Bake My Day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I feel that bake my day did not take the cake I wanted seriouslyI had to call times before I finally got ahold of her sales rep *** and once I spoke with *** I felt rushed off the phoneI also ask her if it could be done in fondant and she said yesBut failed to do soI would like a full refund because the cake looked nothing like what I ask for.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, let's clear up one of the assumptions made by Bake My Day's Owner and Manager - "the cake was eaten and enjoyed by our guests" Actually, the cake wasn't fully enjoyed by us or our guestsWe specifically asked and had a contract for a cake to be done in butter cream frosting and not fondantWhy? An important point to note and was even shared during our consultation with Ms*** is that our guests don't like the taste of fondant.The contract states that Bake My Day will make a custom cake based on details outlined in the contractIt also doesn't give permission from us the client, to allow Bake My Day to change details CONTRACTUALLY agreed upon without our consentBreach of contract point blankMs*** and Ms*** failed to contact us once they realized they couldn't uphold their end of the contract We would've gladly made a trip to the bakery to discuss the newly discovered issues with our requested designAll of us could've collaborated together to create a mutually agreed upon design or we could have just dissolved the agreement with no ill will Why didn't anyone from Bake My Day call us?The business told us they could replicate the cake that we requested and entered in to a contract forWe can't key our own contract on their letterhead now can we? Not once did they say they didn't have the skills to successfully do it We chose this vendor to do our daughter's First Birthday cake We had firsthand experience with a cake that they completed for our baby shower That we loved We know that Ms*** is capable of beautiful work We will repeat once again since the reason why we are upset is still not being fully comprehended - our daughter's cake was not fully designed like we requested We entered into a contractual agreement with Bake My Day to provide another cake for us to love To say the least they left us disappointed, upset, and shocked. It's obvious that this issue is of no importance to the business We're all human and it's understandable if we make mistakes or even have an off day Why is it so hard for Bake My Day to provide adequate customer service in rectifying this whole ordeal? We truly wish they would take a step down from their high pedestals and put themselves in our shoes We spent months planning our daughter's first birthday party Every detail mattered to us I know for a fact Ms*** is a mother How would she feel if this was the product she received for such an important event? To make matters worst not only was it not delivered but, it wasn't what you requested and paid for After all Bake My Day is in the business for providing desserts for important life events Cakes are typically one of the main focal points for an event So, obviously you would expect that you receive what you paid for. If Ms*** spent hours designing the cake, can she please explain why it appears to be unfinished and lacks details shown in the contracted picture? This isn't what someone would consider to be a "slight variation" hours should've been more than enough time to at least design the cake as requested During the consultation Ms*** was filled with pride when telling us about a previous Clubhouse cake that she completed over the summer Further reason for us to know that she is capable of excellent work Our cake definitely didn't look nowhere near that one or what was contractedThe business still refuses to address why were clouds placed on grass?Why are there no flowers? Does Ms*** not know how to create flowers? Why are the windows of the clubhouse only incomplete black circles? Where's the blue fondant for the windows?In the picture we provided the bow has polkadotsOurs was solid hot pink Did the Minnie clubhouse in the contracted picture look hot pink to Bake My Day? I would consider the shade of pink that we requested to be light pink. Are those suppose to be fingers? It looks like she simply rolled up fondant and stuck it on toothpicks. The delivery time was suppose to be 1: Let's please stick to the factsIf she was there at 1:as stated in the response by Bake by Day, the cake would've been delivered on time as contractedCorrect? Ms*** chose to call us back once she returned to the bakery at 1:00, which we have phone records to proveAlso, it wasn't as if pickup of the cake was a happily agreed on optionAt that point, Bake My Day REFUSED to attempt delivery which sent us out of our way on an already busy dayReason for not attempting delivery was stated to us BY Ms*** was that she had another venue to at by It's clear now by the way she operates that she probably didn't have her facts straight againIf the said "class" was at and delivery could have been made within the hour of Ms*** returning to the shop and the beginning of class, why wasn't Ms*** willing to bring our cake since Bake My Day made the mistake? The contract that was agreed upon had a 1:delivery timeShe had plenty of time to glance over the contract at the shop and attempt to make it right by delivering the cake Instead, she chose to be argumentative, in a rush and dismissive about our event showing we weren't as valued as other clients.We are requesting a refund for not only the inconvenience for their failure to deliver our cake but, also the fact that the cake isn't what we requested nor entered into a contract with Bake My Day forThe contract was very clear on how the cake was suppose to be designedWithout a doubt Bake My Day failed to withhold their end of the agreement that we entered with themWe fully paid them for their service and on time.Please note: We are asking that Bake My Day stop making excuses and issue an adequate refund to resolve this.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I would like a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
First, let's clear up one of the assumptions made by Bake My Day's Owner and Manager - "the cake was eaten and enjoyed by our guests"? Actually, the cake wasn't fully enjoyed by us or our guestsWe specifically asked and had a contract for a cake to be done in butter cream frosting and not fondantWhy? ? An important point to note and was even shared during our consultation with Ms*** is that our guests don't like the taste of fondant.The contract states that Bake My Day will make a custom cake based on details outlined in the contractIt also doesn't give permission from us the client, to allow Bake My Day to change details CONTRACTUALLY agreed upon without our consentBreach of contract point blankMs*** and Ms*** failed to contact us once they realized they couldn't uphold their end of the contract? We would've gladly made a trip to the bakery to discuss the newly discovered issues with our requested designAll of us could've collaborated together to create a mutually agreed upon design or we could have just dissolved the agreement with no ill will? Why didn't anyone from Bake My Day call us?The business told us they could replicate the cake that we requested and entered in to a contract forWe can't key our own contract on their letterhead now can we? Not once did they say they didn't have the skills to successfully do it? We chose this vendor to do our daughter's First Birthday cake? We had firsthand experience with a cake that they completed for our baby shower? That we loved? We know that Ms*** is capable of beautiful work? We will repeat once again since the reason why we are upset is still not being fully comprehended - our daughter's cake was not fully designed like we requested? We entered into a contractual agreement with Bake My Day to provide another cake for us to love? To say the least they left us disappointed, upset, and shocked.? It's obvious that this issue is of no importance to the business? We're all human and it's understandable if we make mistakes or even have an off day? Why is it so hard for Bake My Day to provide adequate customer service in rectifying this whole ordeal? ? We truly wish they would take a step down from their high pedestals and put themselves in our shoes? We spent months planning our daughter's first birthday party? Every detail mattered to us? I know for a fact Ms*** is a mother? How would she feel if this was the product she received for such an important event? ? To make matters worst not only was it not delivered but, it wasn't what you requested and paid for? After all Bake My Day is in the business for providing desserts for important life events? Cakes are typically one of the main focal points for an event? So, obviously you would expect that you receive what you paid for.? If Ms*** spent hours designing the cake, can she please explain why it appears to be unfinished and lacks details shown in the contracted picture? ? This isn't what someone would consider to be a "slight variation"? hours should've been more than enough time to at least design the cake as requested? During the consultation Ms*** was filled with pride when telling us about a previous Clubhouse cake that she completed over the summer? Further reason for us to know that she is capable of excellent work? Our cake definitely didn't look nowhere near that one or what was contractedThe business still refuses to address why were clouds placed on grass?Why are there no flowers?? Does Ms*** not know how to create flowers?? Why are the windows of the clubhouse only incomplete black circles? ? Where's the blue fondant for the windows?In the picture we provided the bow has polkadotsOurs was solid hot pink? Did the Minnie clubhouse in the contracted picture look hot pink to Bake My Day? I would consider the shade of pink that we requested to be light pink.? Are those suppose to be fingers? ? It looks like she simply rolled up fondant and stuck it on toothpicks.? The delivery time was suppose to be 1:? Let's please stick to the factsIf she was there at 1:as stated in the response by Bake by Day, the cake would've been delivered on time as contractedCorrect? Ms*** chose to call us back once she returned to the bakery at 1:00, which we have phone records to proveAlso, it wasn't as if pickup of the cake was a happily agreed on optionAt that point, Bake My Day REFUSED to attempt delivery which sent us out of our way on an already busy dayReason for not attempting delivery was stated to us BY Ms*** was that she had another venue to at by It's clear now by the way she operates that she probably didn't have her facts straight againIf the said "class" was at and delivery could have been made within the hour of Ms*** returning to the shop and the beginning of class, why wasn't Ms*** willing to bring our cake since Bake My Day made the mistake? The contract that was agreed upon had a 1:delivery timeShe had plenty of time to glance over the contract at the shop and attempt to make it right by delivering the cake? Instead, she chose to be argumentative, in a rush and dismissive about our event showing we weren't as valued as other clients.We are requesting a refund for not only the inconvenience for their failure to deliver our cake but, also the fact that the cake isn't what we requested nor entered into a contract with Bake My Day forThe contract was very clear on how the cake was suppose to be designedWithout a doubt Bake My Day failed to withhold their end of the agreement that we entered with themWe fully paid them for their service and on time.Please note: We are asking that Bake My Day stop making excuses and issue an adequate refund to resolve this.]
Regards,
*** ***

Response: Bake My Day was contacted by the client on 9/21/and ***, our owner met with her on 9/29/to discuss her upcoming birthday cake orderThis cake was the second order Ms*** has placed with Bake My Day in a yearOn the day before the delivery there was a miscommunication
regarding the 1pm delivery time in that notes *** had indicated, "1pm start time" rather than "1pm delivery time"On Sunday, 10/30/*** left the shop for what she thought was supposed to be an 11am delivery (- hours prior to the event is a typical delivery time for Bake My Day) but left paperwork behind, including the client contact informationWhen she arrived at the venue the building was locked and no one was there*** waited at the venue until 1pm before returning to the shop to contact the client*** called the client and explained that she was there until 1pm but had to leave to finish the set up for a 2pm class in the shopThey agreed that someone would just come to the shop to pick up the cakeWithin just a few minutes the client's boyfriend arrived at the shopHe wanted to discuss the contract then and there; at that point *** was preparing the shop for the 2pm class (not delivery) and told the boyfriend that she couldn't discuss it right then but would be happy to address the issue the following weekOn Tuesday 11/1/when I returned to the shop I received a voice mail from Ms*** to call herI returned the call but was only able to leave a voice mail for herAt that time Bake My Day was prepared to issue a $refund for the delivery charge and $refund for her inconvenienceOn Wednesday the client's boyfriend spoke to *** on behalf of the client and indicated Ms*** would come to the shop on Thursday to pick up the refundThursday came but no one showedDespite what the client posted in this complaint and through social media, Bake My Day created a cake very similar to the photo the client providedWe are a custom cake bakery and never guarantee the cake we provide will be identical to any photos providedSugar artists' skills and styles differ from person to person; even our own cake designs are never exactly alikeIn fact, the first cake we provided for the client in September varied slightly from the original photo she provided, but she indicated in an email to me that she "loved" that cakeRegarding the figurines for the cake, no one "forgot" to purchase themThe were purchased the week of delivery which is standard with almost any embellished cake we createThe client falsely accused Bake My Day of "throwing the cake together:" In fact, *** personally spent hours assembling and decorating the cakeOnce she got into the design several changes had to be made in order not to compromise the construction of the cakeMost notably, fondant was used in place of buttercreamThe cake was very heavy and would have collapsed under the weight had buttercream been usedThe cake would never have made it to the venue in one piecePlease note: the cake in the photo provided by Ms*** was created with fondant, not buttercreamWe assume the cake was eaten and enjoyed by Ms***'s guestsOur offer stands: $refund for the delivery charge and $for the inconveniencePlease indicate what address we should send the refund to

Bake My Day has been happily baking in the community for 9 years. I have over 15 years of baking experience; myself and my staff take great pride in providing high quality customized cakes.
Mrs. [redacted] sent a picture to the company of a 2 tiered edible image...

cake, which is a cake that has sheets of frosting that can be imprinted with any image using edible inks. My sugar artist simply added polka dots to the top tier of the cake.
The client came to the store to pick up, saw the cake and paid. There were never any issues mentioned upon arrival of pickup with the finished product. If Mrs. [redacted] simply did not like the cake, she didn't have to accept it.  However, after learning of Mrs. [redacted]'s dissatisfactions a $20.00 credit was offered because of the added polka dots.
Regards,
[redacted]

I let her know the client never expressed in the ordering process that she wanted a fondant cake. The cake picture  she sent us was a buttercream cake and her request was I want this exact cake. Our company did make the mistake of a adding polka dots to the first tier. Because each cake is a custom design we will sometimes make settle changes to the cake to make it a Bake My Day original. 
I do explain to clients we do not do exact picture because we are not the original person to do the cake they sent. My goal as a sugar artist is to send out a quality product with a finished design. I made the decision to add polka dots because the cake did not feel finished, in this case the client expressed she was unhappy with the polka dots. I agreed to a $20 credit because we added them to the cake. If the client would have expressed any concerns or dislikes when picking up the cake our company would have easily removed the polka dots on the cake. We did not receive there was any issues with the design till after she left with the cake. 
 
Thanks,
[redacted]

Response: Bake My Day was contacted by the client on 9/21/16 and [redacted], our owner met with her on 9/29/16 to discuss her upcoming birthday cake order. This cake was the second order Ms. [redacted] has placed with Bake My Day in a year. On the day before the delivery there was a miscommunication...

regarding the 1pm delivery time in that notes [redacted] had indicated, "1pm start time" rather than "1pm delivery time". On Sunday, 10/30/16 [redacted] left the shop for what she thought was supposed to be an 11am delivery (1 - 2 hours prior to the event is a typical delivery time for Bake My Day) but left paperwork behind, including the client contact information. When she arrived at the venue the building was locked and no one was there. [redacted] waited at the venue until 1pm before returning to the shop to contact the client. [redacted] called the client and explained that she was there until 1pm but had to leave to finish the set up for a 2pm class in the shop. They agreed that someone would just come to the shop to pick up the cake. Within just a few minutes the client's boyfriend arrived at the shop. He wanted to discuss the contract then and there; at that point [redacted] was preparing the shop for the 2pm class (not delivery) and told the boyfriend that she couldn't discuss it right then but would be happy to address the issue the following week. On Tuesday 11/1/16 when I returned to the shop I received a voice mail from Ms. [redacted] to call her. I returned the call but was only able to leave a voice mail for her. At that time Bake My Day was prepared to issue a $25 refund for the delivery charge and $25 refund for her inconvenience. On Wednesday the client's boyfriend spoke to [redacted] on behalf of the client and indicated Ms. [redacted] would come to the shop on Thursday to pick up the refund. Thursday came but no one showed. Despite what the client posted in this complaint and through social media, Bake My Day created a cake very similar to the photo the client provided. We are a custom cake bakery and never guarantee the cake we provide will be identical to any photos provided. Sugar artists' skills and styles differ from person to person; even our own cake designs are never exactly alike. In fact, the first cake we provided for the client in September 2015 varied slightly from the original photo she provided, but she indicated in an email to me that she "loved" that cake. Regarding the figurines for the cake, no one "forgot" to purchase them. The were purchased the week of delivery which is standard with almost any embellished cake we create. The client falsely accused Bake My Day of "throwing the cake together:" In fact, [redacted] personally spent 4 hours assembling and decorating the cake. Once she got into the design several changes had to be made in order not to compromise the construction of the cake. Most notably, fondant was used in place of buttercream. The cake was very heavy and would have collapsed under the weight had buttercream been used. The cake would never have made it to the venue in one piece. Please note: the cake in the photo provided by Ms. [redacted] was created with fondant, not buttercream. We assume the cake was eaten and enjoyed by Ms. [redacted]'s guests. Our offer stands: $25 refund for the delivery charge and $25 for the inconvenience. Please indicate what address we should send the refund to.