Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Sweet Nothings Cake Shop a couple times last week and emailed as well. She requested a 50% deposit. I usually dont pay deposits for cakes because its a service you can pick up and I usually pay the day of pick up but thats her policy. So I was contemplating on it and since my first 3 choices couldnt make it she was my LAST resort. The day I called to make the deposit I was told they didnt have the ingredients to make a cake and was short staffed so no one can go out and get them so they was no longer able to make the cake so I settled for cupcakes she charged me 75 for a dozen of cupcakes. The designs were sunflowers and roses and happy birthday my name. The flavors was lemon, red velvet, strawberry, birthday cake and chocolate. I paid her $45.00 on Thursday September 19th my pick up date was September 21st I went in paid my remainder $30.00 and left a tip and purchased a mini cupcake for $2.50. Asked the cashier how to store the cupcakes to keep them fresh her response was Saran Wrap them store in refrigerator take out a few hours before serving. And thats exactly what I did. However the cupcakes were hard as a rock, stale, dehydrated, dry, and icing was like candy hard and solid as a rock. Monday was my actual birthday so I was going to pass them out to everyone who came to my dinner however after tasting one that Sunday night at midnight the day it turned my birthday I decided not to take the cupcakes and serve them. The business is closed on Sundays and Mondays so I couldnt call to tell them. Tuesday and Wednesday I let them sit out some more just to see if theyll eventually taste better. Nope., never did Thursday I made a call to explain my terrible experience and the fact I couldnt eat those hard & dry cupcakes to see what they can do the person who picked up the phone told me she needed to relay it over to the owner. Well well well the owner ********** called first off was rude how are you rude and mad at me for your poor distasteful.

  Business response

  10/29/2024

  Thank you for sharing your experience with us. I appreciate your feedback and want to clarify a few points regarding your order.
  
  Your first contact with us was on Tuesday, September 17, inquiring about a cake for Saturday, September 21. As noted in our order form, we recommend placing orders at least a week in advance to ensure availability. I provided a quote and mentioned that we needed confirmation by that Tuesday at 5 PM, along with a 50% deposit. I understand that you called after the deadline, and while we were able to extend that for you, it meant that the timeline for a custom cake was very tight.  You did not call back on Wednesday, you called Thursday afternoon.  When we discussed your order on Thursday, we unfortunately couldnt accommodate the cake, but I offered cupcakes instead. I want to emphasize that if I had known your cupcakes were needed for a Monday event, I would have advised against them due to their shorter shelf life compared to a cake.
  
  Regarding your pickup, we always advise customers on how to store our cupcakes for the best experience. They are made fresh and using real butter in our frosting can cause it to ****** when refrigerated. We recommend letting them sit at room temperature for a couple of hours before serving.  You called 5 days after picking up your order to discuss.  I was genuinely disappointed to hear about your dissatisfaction after the fact, especially since the Lemon is one of our most moist flavor options. I strive to provide excellent customer service and support, and its unfortunate that our conversation became tense. While I empathize with your feelings, we believe we delivered a quality product based on the timeline and instructions given.

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