Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ordered a cake for my kids wedding and phas a family pick it up since the wedding was out of town. When my daughter-in-law met with the bakery she told them she wanted the Lillian Style exactly as pictured on the website. She was assured that is how the cake would be completed. They also convinced her a 2 tier would not be enough and that she needed the 3 tier plus cupcakes. Which is fine but they most definitley upsild the size of the cake required and cupcakes for a maximum of 130 people. We let that oart go and then the cake arrived to the venue which was 2 hours from the bakery. She was beyond shocked to see the cake attached withiut the decoration. The photo is the cake without the flowers was edited so you can't tell but the "brown" streaks were actually orange. I attempted to make contact Resch's 10-2 but they were closed so i called 10-1 as soon as they opened and was told I would receive a phone call that day. I waited all day and record no call. I ended up calling 10/3 at 8am and spoke to Misha. She was very polite but wd could not come to a resolution. Of course her manager nor the owner were available. We paid roughly $600.00 for a cake from a reputable bakery to ensure we would have this sort of issue. However yoh can see that is not the case. The Brode and Groom were completely recasted at the look of the cake compared to what was on thw weviste and confirmed d more than once that the flowers would look as pictured. I have still have not heard anything from upper management. The cake should not be displayed on the website either decor if thag ain't how it would come. Honestly had we known we would have went elsewhere because we would have felt that was ocerprisddd.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cake that was not very good and I called into the store and made a complaint. On the phone I spoke with an ***** and was told to bring the remaining cake back and that she would issue me another cake free of charge. When I took more than half of the cake back to the store as directed, I spoke with another individual at the store and they said that I would only get a $40 credit. I said that was unacceptable and was told by a gentlemen in the lobby that they was too busy to deal with me at that time and I would just need to call back and speak with a ***** or *****. Well, I left the cake and then when I called back to dispute the $40 credit they said I would get when I was told on the phone a replacement cake free of charge. When I called ***** is the one that I talked to again and I was assured by ***** that I would get a free replacement cake whenever I needed it in the future. I told her that they said I could only get a $40 credit. She said she has already told me on 2 different occasions she would replace it so not to worry about it. I called Reschs again yesterday to try and get my replacement cake and now I am being told again my ***** that I can only get a $40 credit and that she is not giving me a replacement because ***** the owner said I could only get the $40 credit. I told her that is not what I was told on two different occasions by *****. ***** said, well obviously ***** lied to you and maybe that is why she does not work there anymore. I asked to speak with ***** and was told by ***** that I would have to call back to speak with ***** because he wasn’t there. I asked when would be a good time because I need the new cake in 4 day and don’t have time to keep calling and calling to try and get ahold of someone that she can’t tell me when they will be there. She just kept repeating, you just have to try and call later and she refused to honor my free replacement I was told I could get on multiple occasions.