NY Cake & Baking Distributors

Review: Place an online order for cake supplies on Jan *, 2013 about $640.Products received on early Feb with some back orders and a damaged item. Request a refund for back orders and damaged item. No answer from NYCake, request a refund again and again. Finally, received a clear answer on APR **, saying that "I'm sorry about the inconvenience.You'll be credited within 24-48 hrs". No refund made. Request a refund repeat and repeat. No answer.On May **, They told "will credited"No refund made. Request a refund repeat and repeat. Absolutely no answer until today.Desired Settlement: Request a refund for non-received and damaged item. Also request a refund for the difference of shipping fee and tax. The appropriate shipping fee must be lower than I paid because I have not received over 45 lbs. of items.

Business

Response:

[redacted],

I wanted to introduce myself to you before I start…..my name is [redacted] and I have been working with NY Cake for the past five years. The company hired me to improve and to work with all customers regarding issues and matters like the one on hand. We have been around for over 30 years and we have worked with many customers from all around the world.

I do recall the customer in your letter and as you can tell the customer is from Japan, we did contact her regarding the refund several times but we hand no luck with any reply back.

The computer system that we work with purges all customers’ credit card information after 30 days of the transaction, that’s to protect the customer from any fraud. We received the order from [redacted] and we did pack and ship all that we had on hand at the time to Japan and the balance of the order was on Back Order and we did e- mail the customer letting her know that as well. We did not hear back from the customer and we re e-mailed her a few times. Do to the fact that we needed the customer’s credit card number and information we wore unable to refund the customers money back until we got a hold of the credit card number that we needed.

[redacted] as I explained myself to you over the phone, we did all that we could at the time to contact and to reach the customer to let her know that the items are on Back Order and that we will refund her if she gave us her account information.

Thank you very much for your time and allowing us to response back and I hope that we answered all the questions that you needed, if not please do not hesitate to call me or e- mail back with any comments or other questions that you might have.