ComplaintsforLandmark Bakery & Cafe

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Incident date: 06-02-2023 I entered the store to pick up a cake for a birthday party. When I purchased the sealed cake as I walk out the store I see it’s not the cake that I wanted. So I quickly turn back to get a replacement or refund. The clerk initially said they could do it and after a minute she recanted and said in a rude tone they don’t do refunds or a replacement cake the moment you step out of the store. The store doesn’t have any guidelines or signs saying they can’t do refunds. Not to mention businesses should not interact with customers in a condescending and hostile manner, especially when trying to find an amicable solution for both parties. The store has a camera to corroborate this event. We left without a refund while the lady hurled insults in her native language. Regardless of what happens, I felt that this had to be reported so the business does it’s best to correct these issues and customer service.

  Business response

  07/20/2023

  Good morning,

  Our bakery has a policy that we do not offer refunds or exchanges once the customer has left the store with the cake. I have attached an image of the big sign displayed that says this. The customer left the store for at least an hour. When he returned, he informed the cashier that he picked the wrong flavor and wanted to exchange it. But as per our policy, we do not exchange once you've left the store with the product.

  We do not offer exchanges or refunds after the customer leaves the bakery with the cake because we cannot sell it to another customer for health and safety reasons and it would need to be thrown away.

  Even if we did offer an exchange in this case, we would not take this customer's cake back because the cake was not returned in its original condition. As you can see in the picture that the customer themselves submitted to the BBB, the seal on the box was broken, the box was opened, and the cake is missing the strawberry and chocolate on top. I have also attached a picture of what the cake is supposed to look like so you can see the difference.

  Customer response

  07/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

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