Business ProfileforLove Bugs Donuts and Bakery

On 10/05/2024, Love Bugs Bakery added a tip onto my bill without my permission. When it came time to pay, the cashier told me how much it was and said "put in your card." I inserted the card in the chip reader, and it automatically paid the bill. I touched nothing on the machine or on the touch screen because there were no options for me to select. I only had to pay. When I got home, I saw that I'd been charged $2.96 for a tip I never authorized.When I contacted the owner about what happened, he tried to gaslight me by saying I had "accidentally" selected a tip. That's impossible because the screen showed nothing for me to approve. I only had to insert my card. The owners never apologized or accepted any responsibility. If I hadn't asked for my receipt at checkout, I never would have noticed.The owner then tried to say they can't add a tip at the cash register. That's patently false for point-of-sale systems that calculate tip percentages. (Just try ordering over the phone, and then ask the worker to add a tip. I guarantee they can.) Again, the owner tried to gaslight me by saying I did it on my side. My husband was there and witnessed the entire transaction.This wasn't about the $2.96. It always was about the integrity of Love Bugs. Had they apologized and said they'd look into it, then I would have dropped the issue. However, by trying to gaslight me, the owner made me wonder if this has been happening to others. The store doesn't automatically give receipts when you buy something. If the customers don't ask for their receipts, they might never know if they're paying unauthorized ********* Bugs should be ashamed.

Here's a revised response with your added details:Dear Better Business Bureau,Thank you for allowing us the opportunity to address Mr. ****** ********* concerns regarding a transaction at Love Bugs Bakery on October 5, ******* Love Bugs Bakery, we prioritize transparency and customer satisfaction. We are truly sorry that Mr. ******* felt dissatisfied with his experience. We want to clarify our point-of-sale (POS) system, the steps to resolve his concerns, and our commitment to respectful interactions with our patrons.POS System and Transaction ProcessOur POS system, positioned exclusively on the customer-facing side of the counter, requires the customer to select any tip options directly, as employees cannot access this feature from behind the counter. We thoroughly reviewed our system following Mr. ********* complaint to ensure that it aligns with our intended setup. However, the screen's sensitivity may sometimes register an inadvertent touch, which could have potentially contributed to the unexpected tip charge.Actions Taken and Resolution *********************** initially contacted us about the charge, we immediately offered to refund the tip amount fully. We clarified this was the most straightforward way we could resolve his concern. Despite this offer, Mr. ******* declined the refund and continued to engage with our team in a manner we found accusatory and unconstructive.Commitment to Professionalism and IntegrityThroughout our correspondence, Mr. ******* employed psychological terminology, suggesting that our team and family members were intentionally manipulative. This portrayal of our communication as "gaslighting" and "retail fraud" was deeply concerning, as our intent was only to resolve his issue amicably. Unfortunately, Mr. ********* accusatory tone and refusal to accept any proposed solution made it challenging to find a constructive path forward. As his messages continued, the language became increasingly critical, to the point where we felt harassed.Summary and Next StepsDespite our best efforts to provide a fair resolution, we regret that Mr. ******* remains dissatisfied. Love Bugs Bakery is committed to providing a transparent, welcoming experience to all our customers, and we continuously work to uphold the integrity of our service and interactions.Thank you for allowing us to address this matter.