Simply Sweets

On Monday, March 27th we were asked to create a Spongebob cake and hamburger cupcakes for pick up on Saturday April 1st.? We were asked to create something that would feed around people.? When customers’ husband arrived at our bakery at 2:10pm the staff advised him that they would finish preparing the hamburger cupcakes and they would be ready as quickly as they could finish preparing them? This gentleman then projected his voice across the bakery in a very aggressive tone asking “DO WE HAVE A PROBLEM HERE” he then stepped outsideOnce he returned, the cake had been packaged and placed in a box for transport and the manager on staff greeted him at the counterShe explained that it was our oversight that the cupcakes were not frosted by the time requested on the order form but we were currently working on frosting them and they should be ready in no more than minutes.He was then offered options.? 1.) He could wait an additional minutes and take the cupcakes and cake with him.? 2.) He could take the cake right then and we would give him free delivery for the cupcakes and our designer would bring them in minutes.? 3.) He could leave the cake, and we would deliver cake and cupcakes, again leaving minutes after him.? In addition to these choices, he was offered over 1/off the remaining balanceHe was then asked if this would resolve the problem and he said "yes".? He then chose option #2, paid the newly reduced balance and left at 2:17pm.? Our Delivery designer was loaded and driving away from the bakery at 2:He arrived at the venue where the party was being hosted at 2:40.? At 2:he handed the cupcakes directly to the customer, at which point she thanked him.? It was noted upon delivery that the cake had not been cut and the guests were still eating the savory option offered at the party.? Subsequently pictures of the guests eating the above mentioned hamburger cupcakes were posted on social media, indicating that they arrived in time.As a side note, the cupcakes that were ordered were supposed to be made to look like a hamburger.? This is done by taking an un-frosted Vanilla cupcake, removing the wrapper, then cutting it in half horizontally.? Then taking a chocolate cupcake, removing the wrapper and slicing it horizontally into a ½” slice and sandwiching it in the middle of the vanilla cupcake that has been cut.? Then the frosting which is previously colored green, red and yellow is piped in between the layers to look like lettuce, ketchup and mustard.? This is a very adorable product, but as you can imagine can be very drying to the product.? In an effort to provide the best possible outcome we often delay this process until very close to the pitimeWe had agreed to a pick up time of noon with the customer, and we did acknowledge that we were delayed in finishing these cupcakes which was about a minute time frame.? In an attempt to rectify the situation and decrease the frustration from the customer we offered a couple of solutions, which the customer was happy with at the time.? We had considered this to be a resolved issue at this point.? ? On April 3rd we received an email from the customer stating that she did not receive her order (that we delivered) and that there was an excessive wait time.? After thoroughly looking into the situation, I concluded that there was nothing else we could do for her and I responded to her concerns via email.? She then proceeded to call the bakery multiple times, within a very short time frame, she had an aggressive tone and there was an audible source in the background yelling profanities directed towards the staff and bakery.? The staff explained that I (the owner) had been out sick and would be able to discuss things over e-mail from home.? Since the persistent phone calls did not end, the staff then blocked the number in an effort to stop the harassment.? We have made every attempt possible, within reason, to resolve this issue.? The customer received the product in question with only a minute delay.? They were given a combination of $worth of services and product credit towards their order totaling 50% of the value of the order.? We feel that we have met our obligation to deliver a completed product within a reasonable amount of time.? At Simply Sweets we do everything possible to make our customers delighted with our products and services, sadly this customer was unhappy with every solution we offered.?

I have attached a copy of the sales receipt that was dated 4/1/at 2:18:17pm? On the receipt it states "pin verified" which means that the customer was in the store and entered their pin to make the paymentIt's not possible that the customer left at 2:10, or 2:which are the times that this customer had stated her husband left.? I have also attached a copy of a serving guide provided by Wilton who is one of the leading resources in the cake industryYou can see that the serving guide suggests 12-servings for a 6" square cakeOur bakery serving suggestions are a little more generous as we tell customers that a 6" square will feed 10-people.? I have also copied and pasted the e-mails between the customer and IYou can see there are several discrepancies between her account of the situation and what my records indicate.? We feel this issue has been handled to the best of our abilities and despite all attempts we are unable to satisfy this customer.? ? ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the size of the cake that I recived in enough Time to feed my party guest was a 6inX 6in square cake that means only people could have had cake at a birthday party of 20-you time stamping the receipt after my husband had already waited an additional minutes not the time he arrived at the bakeryOnce again the cake and cupcakes were not ready at the agreed time on Saturday April 1st, I still didn't receive the rest of the product that I ordered and paid for until 2:45pm when my party was over at 3:00pmIf simply sweets policy is you complete orders for whatever time the Baker decides that should be something you state to customers ordering from your bakeryI paid dollars for a cake that could feed only peopleAnd dollars for a dozen cupcakes that I recived at the end of my party Sincerely, [redacted]

I have attached a copy of the sales receipt that was dated 4/1/at 2:18:17pm On the receipt it states "pin verified" which means that the customer was in the store and entered their pin to make the paymentIt's not possible that the customer left at 2:10, or 2:which are the times that this customer had stated her husband left. I have also attached a copy of a serving guide provided by Wilton who is one of the leading resources in the cake industryYou can see that the serving guide suggests 12-servings for a 6" square cakeOur bakery serving suggestions are a little more generous as we tell customers that a 6" square will feed 10-people. I have also copied and pasted the e-mails between the customer and IYou can see there are several discrepancies between her account of the situation and what my records indicate. We feel this issue has been handled to the best of our abilities and despite all attempts we are unable to satisfy this customer. ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the size of the cake that I recived in enough Time to feed my party guest was a 6inX 6in square cake that means only people could have had cake at a birthday party of 20-you time stamping the receipt after my husband had already waited an additional minutes not the time he arrived at the bakeryOnce again the cake and cupcakes were not ready at the agreed time on Saturday April 1st, I still didn't receive the rest of the product that I ordered and paid for until 2:45pm when my party was over at 3:00pmIf simply sweets policy is you complete orders for whatever time the Baker decides that should be something you state to customers ordering from your bakeryI paid dollars for a cake that could feed only peopleAnd dollars for a dozen cupcakes that I recived at the end of my party.
Sincerely,
*** ***

I have attached a copy of the sales receipt that was dated 4/1/at 2:18:17pm On the receipt it states "pin verified" which means that the customer was in the store and entered their pin to make the paymentIt's not possible that the customer left at 2:10, or 2:which are the times that this customer had stated her husband left. I have also attached a copy of a serving guide provided by Wilton who is one of the leading resources in the cake industryYou can see that the serving guide suggests 12-servings for a 6" square cakeOur bakery serving suggestions are a little more generous as we tell customers that a 6" square will feed 10-people. I have also copied and pasted the e-mails between the customer and IYou can see there are several discrepancies between her account of the situation and what my records indicate. We feel this issue has been handled to the best of our abilities and despite all attempts we are unable to satisfy this customer. ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

On Monday, March 27th we were asked to create a Spongebob cake and hamburger cupcakes for pick up on Saturday April 1st.  We were asked to create something that would feed around 20 people. When customers’ husband arrived at our bakery at 2:10pm the staff advised him that they would finish...

preparing the hamburger cupcakes and they would be ready as quickly as they could finish preparing them.  This gentleman then projected his voice across the bakery in a very aggressive tone asking “DO WE HAVE A PROBLEM HERE” he then stepped outside. Once he returned, the cake had been packaged and placed in a box for transport and the manager on staff greeted him at the counter. She explained that it was our oversight that the 12 cupcakes were not frosted by the time requested on the order form but we were currently working on frosting them and they should be ready in no more than 5 minutes.He was then offered 3 options. 1.) He could wait an additional 5 minutes and take the cupcakes and cake with him. 2.) He could take the cake right then and we would give him free delivery for the cupcakes and our designer would bring them in 5 minutes. 3.) He could leave the cake, and we would deliver cake and cupcakes, again leaving 5 minutes after him. In addition to these 3 choices, he was offered over 1/2 off the remaining balance. He was then asked if this would resolve the problem and he said "yes". He then chose option #2, paid the newly reduced balance and left at 2:17pm. Our Delivery designer was loaded and driving away from the bakery at 2:25. He arrived at the venue where the party was being hosted at 2:40.  At 2:43 he handed the cupcakes directly to the customer, at which point she thanked him. It was noted upon delivery that the cake had not been cut and the guests were still eating the savory option offered at the party.  Subsequently pictures of the guests eating the above mentioned hamburger cupcakes were posted on social media, indicating that they arrived in time.As a side note, the cupcakes that were ordered were supposed to be made to look like a hamburger.  This is done by taking an un-frosted Vanilla cupcake, removing the wrapper, then cutting it in half horizontally.  Then taking a chocolate cupcake, removing the wrapper and slicing it horizontally into a ½” slice and sandwiching it in the middle of the vanilla cupcake that has been cut.  Then the frosting which is previously colored green, red and yellow is piped in between the layers to look like lettuce, ketchup and mustard.  This is a very adorable product, but as you can imagine can be very drying to the product.  In an effort to provide the best possible outcome we often delay this process until very close to the pick-up time. We had agreed to a pick up time of noon with the customer, and we did acknowledge that we were delayed in finishing these cupcakes which was about a 5 minute time frame.  In an attempt to rectify the situation and decrease the frustration from the customer we offered a couple of solutions, which the customer was happy with at the time.  We had considered this to be a resolved issue at this point.   On April 3rd we received an email from the customer stating that she did not receive her order (that we delivered) and that there was an excessive wait time.  After thoroughly looking into the situation, I concluded that there was nothing else we could do for her and I responded to her concerns via email.  She then proceeded to call the bakery multiple times, within a very short time frame, she had an aggressive tone and there was an audible source in the background yelling profanities directed towards the staff and bakery.  The staff explained that I (the owner) had been out sick and would be able to discuss things over e-mail from home.  Since the persistent phone calls did not end, the staff then blocked the number in an effort to stop the harassment. We have made every attempt possible, within reason, to resolve this issue.  The customer received the product in question with only a 7 minute delay.  They were given a combination of $90 worth of services and product credit towards their order totaling 50% of the value of the order.  We feel that we have met our obligation to deliver a completed product within a reasonable amount of time.  At Simply Sweets we do everything possible to make our customers delighted with our products and services, sadly this customer was unhappy with every solution we offered.

Complaint: [redacted]
I am rejecting this response because: the size of the cake that I recived in  enough Time to feed my party guest was a 6inX 6in square cake that means only 12 people could have had cake at a birthday party of 20-25 you time stamping the  receipt  after my husband had already waited an additional 18 minutes not  the time he arrived at the bakery. Once again the cake and cupcakes were not ready at the agreed time on Saturday April 1st, I still didn't receive the rest of the  product that I ordered and paid for until 2:45pm when my party was over at 3:00pm. If simply sweets policy is you complete orders for whatever time the Baker decides that should be something you state  to  customers ordering from your bakery. I paid 85 dollars for a cake that could feed only 12 people. And 60 dollars for a dozen cupcakes that I recived at the end of my party. 
Sincerely,
[redacted]