ComplaintsforPretty Sweet

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On September 15th, 2023, Pretty Sweet delivered a cake we had ordered. However, simple instructions provided to them were not followed, and no one contacted us or the designated person on when the cake would be delivered. The cake was left out for hours, exposed to vendors and bugs/mosquitoes (it was 93 degrees that day) and the quality/taste was a far departure from when the tasting occurred. The composition of the cake was dry and fell apart, and clearly corners were cut. It appears once she got the money, this ***** gave minimal effort on the cake. Other reviewers have shared this concern, especially how the owner refuses to take any responsibility. We have only asked for a 50% refund since they did pay for the ingredients, although it should be 100% due to the quality of the cake which was largely disposed of.

  Business response

  05/07/2024

  We delivered the wedding cake at the specified time and location in September of 2023.  The customer emailed us two months later in November stating that they were unhappy with the wedding cake.  Unfortunately this email was missed.  We received a second email in April of 2024, 7 months after the wedding, stating that our delivery driver did not follow instructions upon the delivery and requested a full refund of the cake. We do not have a record in any of our emails of specific delivery instructions, only an address. Once the cake is delivered, we cannot take the responsibility of how it is handled, where it was kept, or the temperature that it is kept at. We really do hope that all of our couples are happy with their wedding cakes and we are so sorry that this couple was not.  We wish that this would have been brought to our attention sooner so that we could have inspected the cake.  We did offer a complimentary cake for their upcoming anniversary, but at this point we are not able to give a refund.  

  Customer response

  05/08/2024

  I am rejecting this response because: The owner is again refusing to take responsibility for the cake. They neglected to consider the several phone calls and messages left with staff in the days after the party to discuss this issue. 

  Furthermore, the owner has said "full refund" we never asked for a full refund, as referenced in the above email, as we know materials went into the cake. We asked for a 50% refund, because the cake was a substantial departure from the quality we experienced during the tasting, and corners were clearly cut. 

  In addition, referencing the July 11th 2023 email from the owner, she asked for a phone number and name for the point of contact for day of delivery, and we provided not one but two. Neither was contacted to ensure delivery instructions were followed, further affecting the quality of the cake. 

  We hope to resolve this amicable before escalating through our credit card service, which at that point would be a full refund. 

  Thank you. 

  
  

*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. ↩