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Complaint Details
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Initial Complaint
02/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
From: *************** To: ***************************************************** Sent: 1/29/2024 10:35:06 AM Central Standard Time Subject: Re: Collin Street Bakery Order # has Shipped!I have sent this email, at least 3 times, and have had NO RESPONSE, at all, for this issue. They guarantee all of their bakery items 100% satisfaction. If dissatisfied, to contact them and they will promptly replace or refund the order. See my email below, with order information, below it.EMAIL....Just opened my fruit cake, & found it to be very dry and crumbly. Sliced it with a straight edge knife & the cake was cool. Also, several of the pecans were ********** can still taste them, in my mouth, for an hour later. I have ordered your fruit cakes, for over 20+ years, for myself, as well as gifts, for others, including my Mother, when she was living.The cakes were always wonderful.This time, I tried the Sprinkle Top, version. As advertised, it was the same as the original Deluxe, just the top wasn't as fancy as the Deluxe.Was I sent an old item? Also, many of the pecans are small and thin, like rejects, that could not be included on the original Deluxe. i am sending this with my order sheet, so that you have my information. If you want, please send me a return shipping label, and I will return the cake, for a complete refund. I still have the original box, or send ************ that is fresh and new, or a refund. Thanks, for I have always loved your products.ORDER INFORMATION...BELOW In a message dated 1/1/2024 9:26:29 PM Central Standard Time, ***************************************************** writes:Collin Street Bakery FRUITCAKE Your order is now shipped!ORDER NUMBER: 2023-01556639 Shipped ByTracking Number DHL420787459261290339709402661340 Your Shipment #: ****** If you have questions about your order, you can email us at ***************************************************** ITEMS (1)Sprinkle-Top DeLuxe? FruitcakeItem: S101 SHIPPING ADDRESS ***************************** ************************************************************************* T: ************ PAYMENT Credit Card TypeMasterCardBusiness response
02/05/2024
The refund has been issued and complaintant was responded to on the same day the complaint was filed. I have attached the communication with the customer as well as a receipt of the refund issued.Customer response
02/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
01/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a fruitcake on 12-10-23 and paid with PayPal. I have never received the fruitcake or any tracking numbers or other shipping information from this company. I emailed the company on 12-22-23, they have refused to respond. I have opened a dispute with PayPal and will be contacting my credit card company due to this companys failure to deliver a product that has been paid for and their refusal to address their error.Business response
01/11/2024
Upon reviewing the PayPal dispute today I reached out to ********************* email and I left him a voicemail to apologize for the delay in repsonse as we have been overwhelmed with emails of late and to offer a fresh replacement or a refund. It doesn't look like his order left our facility but there was an apparent glitch which caused us to be unaware that his order didn't ship. I am still waiting on a response to the email I sent him earlier today as to a solution.Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 26, **** I placed an order, #**** - ********: 001. They said it would be delivered by December 8th. According to their website, they still havent sent it out.They have ignored several requests on my part for an explanation. I have emailed them through their website about a week ago. I have tried to Chat Online through their site, and they dont respond. I tried to call and an animated voice said they would return my call because the wait time was an hour. Im still waiting for the return call and it has been well over 2 hours. These cakes (3) were for a holiday party that was this past weekend.Of particular note: ************ is currently advertising that if one orders by December 19th, the product will be received by the 25th. At this point, it might be construed as false advertising. I would request that they explain their behavior and give me a complete and full refund immediately. Thank you.Business response
01/08/2024
****,
So sorry for the delay in response as we had such a huge volume of emails come in between Thanksgiving and Christmas that we are still catching up. Not an excuse, we just don't want you to think we are ignoring you. I have looked into your order and cannot find a reason that your order was never delivered, only that it went via ***** while your recipient's packages were sent via DHL. I can certainly issue a refund in the amount of $120.72 or we can send out a fresh replacement. Just let me know how you would like to proceed and we will get it taken care of for you. I look forward to hearing from you on how you would like to resolve this issue as I have sent the same message through email.
Again, my apologies for the late response.
Warmest regards,
********Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed order for cake on 12/10/22 [order #****-5128636] This was a Christmas gift for my daughter. This cake has still not been delivered, and there is no arrival date scheduled from FED X . have contacted Collins Street but they will not respond to my request for a refund. At this point the cake would be useless to my daughter.Price of cake was ***** plus ***** delivery fee FED X .. Total Refund ***** Tracking # FED X. *******************Business response
01/10/2023
The customer's gift was delivered late with an offer to refund the shipping as the order arrived january 7th, 2023, due to an error with ****** I have reached out to the customer to get a resolution and have assured her that I will also reach out to ***** to see what the issue was that took the package so long to deliver.Customer response
01/11/2023
Complaint: 18689684
Almost 30 days to deliver a perishable item is not acceptable. I ordered this on Dec 10/22 as a Christmas gift.. it ruined my plans for a gift. I cannot believe that this is acceptable to your company. I want a refund...
I am rejecting this response because:
Regards,
*****************************Business response
01/12/2023
After speaking with the customer more. Although ***** marked the package delivered, the customer has just made us aware that the package was not delivered. I have issued a full refund since the recipient never received the product.Initial Complaint
12/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on November 6 2022 to be delivered on December 19 2022. Their website says my order is still in processing. I called them and they said there was an issue with PayPal. My bank account says the payment went through on November 7 2022. They said a supervisor would call me back and that was 4 hours ago. I called them back and they said only the supervisor could help me, and that she may have gone home for the day.Business response
12/28/2022
I originally reached out to the customer on November 14th as soon as I was aware there was an issue with pending payment on the order placed on the 6th. I urged the customer to reach out to PayPal since they were the ones holding the payment process up. She assured me that it went through with her bank account and she would reach out to PayPal and keep me posted if there was anything further I could help her with. I kept up on my end and as soon as I noticed the payment had processed completely through PayPal I had the payment updated in our order entry system. I did not hear anything more from the customer until the afternoon of December 22nd, after she reached out to our *********** customer service even though I left her email ticket open for her to reach out directly to me to assist. By the time she reached out to me we were leaving the office for the holidays. Had she asked for me specifically when calling the customer service number for our call center they would have reached out to me directly. I was made aware of the continued issue with the order when we returned to the office on December 27th after the Christmas hoilday. I called the customer to speak directly and left a voicemail on December 27th, reached out via our email correspondance still open, as well as issuing the refund of the order that was processing still. I also reached out to my website developers and IT department to explain what had happened with the order to ensure this does not happen again.Customer response
12/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******************************************Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid to have a cake delivered on an EXPEDITED BASIS for my birthday - including a Substantial up charge.Their system UNILATERALLY added a delivery date six weeks into the future, and at that time, weeks in the future, I would STILL be paying an up charge for expedited delivery. I tried to communicate with the business regarding this confusion and was told basically I was out of luck; whatever their system said MUST be correct, it never makes mistakes, , that I dont really know when my own birthday is, and that I must have wanted to have a cake a month after my birthday, for an additional $24.It can take a lot of effort to get a new customer. It only takes a single transaction like this to lose a customer and generate bad will that can never be quantified. How many people will I tell about my awful experience? Anyone who will listen.Customer response
04/25/2022
I paid to have a cake delivered on an EXPEDITED BASIS for my birthday - including a Substantial up charge. Their system UNILATERALLY added a delivery date six weeks into the future, and at that time, weeks in the future, I would STILL be paying an up charge for expedited delivery. I tried to communicate with the business regarding this confusion and was told basically I was out of luck; whatever their system said MUST be correct, it never makes mistakes, , that I dont really know when my own birthday is, and that I must have wanted to have a cake a month after my birthday, for an additional $24. It can take a lot of effort to get a new customer. It only takes a single transaction like this to lose a customer and generate bad will that can never be quantified. How many people will I tell about my awful experience? Anyone who will listen.Customer response
04/27/2022
Good Morning ****,I wanted to reach out to you to request the information we initially requested on 04/25/2022.Which states the following: The Business you filed a complaint against is located in East *****, was this the correct business profile that you were looking for? If not please provide us with the Correct Business Address and we'll pass the information to respective BBB.************************* <***********************************************>
9:39 AM (20 minutes ago)to proflev
Hi ***,
I believe they're in *********, **. Does that help?Warmly,
****
*************************************
9:43 AM (17 minutes ago)to meYes, that does help I believe I found the correct business address - *****************************************. I'll transfer it to the BBB serving the Heart of *****, which services that area.You should receive an email momentarily notifying you of the complaint transfer. Should you need further assistance please contact the BBB serving the Heart of ***** either by email - ******************************************** or by phone at **************.It may seem unusual that the BBB servicing that area is in ****** but it's just how the jurisdiction is set. Please be sure to reference your Complaint ID #******** so they can quickly locate your complaint when contacting them.************************* <***********************************************>
9:53 AM (6 minutes ago)to ****Hi ***,
All good. Thanks.
Warmly,
****
************Initial Complaint
01/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Approximately 12/9/20 placed order for double fruitcake. As 1st time customer was given complimentary $25 off. Entered discount code. Msg popped up non applicable & order went through without discount. Believe since they were in TX they were closed do not recall. Sent email. Called nxt morning. Was told discount didnt apply to bundle ********** had already shipped. Said nothing on website indicated that & asked for supervisor. Put on hold. Rep came back online asked did I still want to hold I said yes. Came back on & said I would receive full refund (all I was asking for was the $25 discount.) Have repeatedly contacted via email where is my refund? Only response was they posted on 12/12/21. Am still waiting for refund of $63.39.Business response
01/14/2022
We had an issue with refunds posting and were not aware until a customer pointed it out. The refund was completed as of Jan. 3rd, 2022, to the customer credit card used to pay for the original order.
Any questions, please call me directly at ************.
*******************************
Customer response
01/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************
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