Cakes N' Things Verbally Abusive and Offensive Customer Service Gridley Illinois

On February 19, 2008 I placed an order for a cake pan. I was in a hurry as it was meant to be used for a Bridal Shower that is taking place this spring. Almost as soon as I placed the order, I received a phone call from another bridesmaid indicating that she had already bought it. In a matter of minutes I emailed Cakes N' Things back asking to cancel the order. At this time, I was made aware of the refund/restocking charge policy. I indicated that it seemed to cost almost as much money to cancel the order as it did to place and asked for clarification.

I understand that it is my mistake for not reading the return policy before placing the order. I take full responsibility for this lack of judgment. (Although I always thought that the customer was always right?) However, there is no excuse for the lack of professionalism and verbal abuse that I received. Please note the copies of the emails (I copied my responses as well to be fair). I have kept the originals.

dateTue, Feb 19, 2008 at 5:04 PM
Reply
I will never buy another thing from your website. In a span of five minutes you are ready to charge 50% restocking fee because a consumer made a mistake? Outrageous!

hide details Feb 19 (1 day ago) Reply
That is fine. We will inactivate you account. Once an order is placed, we are charged a fee for the order by the card processing service, the order prints out in shipping, invoiced and pulled for packing. Expenses incurred which take manpower to undo.

You need to READ. This information is PLAINLY marked on the website and on the Terms and Conditions you agreed to when you placed the order. Obviously you didn't read that either.

Customers that think they can just cancel an order without incurring any costs to us are Outrageous!
Good Day!

dateTue, Feb 19, 2008 at 8:40 PM
I am uncertain as to how it incurs a cost for you? If the product had left the warehouse, I would understand. Manpower? Are you serious? In a matter of minutes? As if someone actually had time to go to the warehouse, find the cake pan, put it in a box, print a label, decipher the shipping cost/stamp, and put it in the mail? In the matter of minutes I asked to cancel the order? Even if that all occurred, it is because you electronically sent the info...that is not what I would call "manpower."

In any case, I have learned a valuable lesson. Most reputable companies take returns, especially before they ship, i.e. Amazon without charging their customers, since they realize that people do make mistakes. Your business should really look into how they keep consumers happy and how they are able to do so.
Clearly, you do not have repeat customers. Perhaps you should try learning what customer service means.

dateWed, Feb 20, 2008 at 9:31 AM
Perhaps you should learn how to be a decent customers.
WE HAVE MANY REPEAT CUSTOMERS! JUST NOT c**t'S LIKE YOU!!!

dateWed, Feb 20, 2008 at 2:04 PM
You need to learn to take you nose out of the air you could drown if it rains! Oh...sorry your look down your nose at people so you must be cross eyed! How ugly!

S
Springfield, New Jersey
U.S.A.