ComplaintsforRouse's Supermarket

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a King **** for my wife. We have ordered from Rouses before. It always comes with a plastic piece in the middle and/or items that stop the cake from getting damaged. This time it did not and it was damaged. I want a refund. Offered to return the cake. They will not give me a refund since it's still edible even though it's all smashed and broken.

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19411082, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your continued attention to my concerns regarding the King Cake issue. I appreciate your efforts in reviewing the situation and the communication we have had thus far. However, there are a few points I would like to reiterate in light of the circumstances.
  
  While I understand that you assert there has been no change in your packaging or shipping methods, the reality is that the King Cake I received differed significantly from mine and my wife’s previous orders. In the past, the cakes have consistently included a plastic piece in the middle and additional protective items to prevent damage during transit. This time, unfortunately, the absence of such measures resulted in a cake that was noticeably damaged upon arrival, which I provided a picture of in the original complaint. I offered to return the cake as well and there was an initial refusal to accept the return when I offered upon its arrival.
  
  I must respectfully disagree with the assertion that the King Cake is merely "edible" and not "damaged." While it may still be consumable, the product's compromised condition diminishes the overall experience and presentation, which is a significant aspect of ordering a specialty item like a King Cake. The absence of the usual protective measures has led to a product that falls short of the standard I have come to expect from Rouses.
  
  In your response, you mentioned that your team deemed the cake to be edible, and I appreciate your perspective. However, I would like to emphasize that "edible" does not equate to "undamaged." In the context of a celebratory and visually appealing item like a King Cake, the aesthetics and presentation are integral to the overall experience. I believe it's crucial to consider how the product is received by the customer beyond its basic edibility.
  
  To illustrate this point, I invite you to consider whether Rouses would find it acceptable if a customer received a wedding cake in a visibly damaged state. While the cake may still be edible, the impact on the customer's experience and the significance of the occasion cannot be overlooked. I believe the same principle applies to specialty items like King Cakes, where the visual appeal and presentation are key elements of the product.
  
  I remain hopeful that we can reach a resolution that aligns with the high standards that I have come to associate with Rouses.
  
  Thank you for your attention to this matter.
  
  Regards,
  *** ********
  
   
  

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