ComplaintsforSmallcakes of Surprise

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. I ordered a small cherry cake on Friday Apr. 28. Paid $65.70 by debit card. To be picked up on Sunday.2. 1 hr. later I was called and told they had no cherries and could not make the cake. I cancelled the order.3. Have tried numerous times to contact the manager about my refund and visited the store several times but she refuses to talk or meet with me.4. Last contact was Thursday May 12 and talked with the clerk who said someone would get back to me "soon". No call back.

  Business response

  08/15/2022

  In regards to the complaint submitted by ***************.  I did not refuse to refund *************** and I understand her frustration with our refund process.  Unfortunately, since we are ******************, refunds are not a frequent issue.  Our POS system does not allow us to process a refund when a pin entered when using a debit card or credit card.  My staff explained to *************** that she would need to come back into the shop while the owner was there to process the refund and she became irate over the phone.  A time was given to her as to when I would arrive.  ************** arrived at my shop 15 minutes early and refused to wait.  She again became irate and screamed at my staff that they were lying and continued to claim we didn't want to give her a refund. 

  I contacted *************** and offered her a specific date and time to come by when I was available, she stated "okay I'll go in sometime next week" and hung up.   She didn't come by the shop on the date and time I stated, which would have been that Saturday between 10am and 1 pm.  I then called her and got her voicemail.  I left a message stating that I understood the inconvenience of having to drive back to my shop and offered her the option of handing her a cash refund which she would still need to come by the shop, or she could dispute the transaction with her bank and I would not challenge it.  I did not hear back from *************** and had not received mailed notices from BBB or any  communication via phone or email from BBB.

  *************** did dispute the charge and merchant services reversed the transaction on June 7th, 2022.  I completely understand why *************** felt the need to make a BBB complaint; however I feel we did try to resolve the refund as soon as possible.  In this type of situation there was no reason for our business to withhold her funds, our system simply didn't make it easy for either party. 

  
  

  Thank you,

  
  

  ***************************

  Owner 

  Customer response

  08/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩