Post # 1
I need advice. I have had major issues with my bakery being bad with communication. My deposit has been paid and since then getting them to respond to emails and calls has been next to impossible. First this started after I paid my deposit, they were amazing before then and very attentive. After the deposit was paid they sent me the contract. What was sent over was incorrect though and one of my cakes was completely different than what we ordered. Not a big deal a simple fix one phone call couldn’t fix. I called and emailed and they promised they’d call me back on specific dates only to never do so. I didn’t just need to fix the contract though I asked about ordering other deserts and wanted to change my cake design slightly: all things stated in my email and voicemails.
I was patient with then, at one point waiting an entire month to contact them again after they didn’t call on the day and time they said they would. When I tried again to fix the issue I was given the run around and even blamed for them not calling saying apparent I was to call them. I reread their emails and it was definitely stated they’d be calling me in said date at said time.
They then blamed it being wedding season and said I should be understanding of that and should know it takes days to call customers back.
They never did call me to fix the contract instead kept saying it was not wrong and they didn’t know what I was talking about. I finally had to screen shot the contract and then they still didn’t call me, but emailed me an “updated” contract that was again incorrect. This went on for 3 more emails until they got the flavor right. They never apologized for this or for putting the blame on me. They also again never called me to discuss changing the design and adding another desert option.
So I again waited another month and wrote them a very heartfelt email stating how upset I was and saddened to be treated this way. I explained I wasn’t writing the email to get anything, but so they could understand that I wanted good communication from here on out. They completely ignored my email again. I have heard nothing. They are a small two person bakery, they have been posting on Instagram and I know they got my message.
What do I do? I don’t trust these girls to deliver what I want. The wedding cake should be so simple. This should not be such a major headache. I am honestly at my wits end and feel taken advantage of.
Post # 2
yikes. I wouldn’t trust them either. I’m sorry you paid the deposit before the contract was up to par–I never agreed to do that precisely because well.. this shit can happen.
Was the deposit terribly large? If it was $100 or less I’d consider it a lesson learnt and find another bakery…
Post # 3
100% find another bakery, and post your experience in a review, they shouldn’t be able to treat customers this way, you have been MORE than patient with them!
Post # 4
Go and talk to them in person.
I have a friend who was having similar issues but with the DJ. I ended up contacting him and making an appointment to discuss possibly hiring him and brought her along so she could speak with him in person. It felt a little deceptive to me but the appointment I made was just a “gathering information” visit and I happened to bring along a current client who already had a contract with him, so….she got to resolve thing with him and he ended up apologizing for ignoring her.
Post # 5
Yeah I would take your business elsewhere if you can afford to do so. This is beyond ridiculous and you’ve been extremely patient. I’d then write up an honest, detailed review and post it everywhere: Yelp, Facebook, the Knot, Google reviews, etc.
Post # 6
I’d 100% ask for your deposit back!
Post # 7
Ask for the deposit back. If they don’t give it, then just consider it a loss. Report them, and find someone else. I wouldn’t trust them to do it at this point.
Post # 8
I work in the wedding industry and yes, it does get hectic during wedding season, but there is no excuse for not getting back to customers in a timely fashion. On the rare occasion it takes more than 24 hours to respond to their e-mails, a sincere apology is offered.
This company sounds highly unprofessional. They might deliver on the day, but the stress leading up to it won’t be worth it. If you are able to forfeit the deposit, I would go with another bakery and leave them negative reviews wherever you’re able.
Post # 9
bostonbee2018 : right. I had some vendors take a few days, heck occasionally I’d have to wait a week or two and be the one to follow up with a “hello?”
but when they did get back to me they were ALWAYS apologetic for the delay. The few who didn’t and/or couldn’t manage to make a contract look right didn’t get a downpayment or my business!
What OP’s bakery is doing is so not ok!
OP–another thought: if the downpayment is more than a hundred dollars or two, get wedding insurance. It’ll cost you a couple hundred dollars but basically if a vendor doesn’t show up on the day of, or falls through last minute, the insurance will cover your loss. Its not fraudulent cus technically you have no idea if they’ll follow through or not… its not like they’ve said they won’t, they’ve just been assholes… The added bonus is it’ll of course cover a lot more than just the wedding cakes, so if anyone else falls through, or someone gets sick and the wedding has to be canceled, or your dress is ruined.. it’s covered.
Post # 10
Can you get your deposit back? Even if you can’t (non-refundable), see if you can eat that cost and go with someone else. In my experience, you’re best to go with a trusted, reputable, professional bakery who give you what you want and deliver on time! I have had friends go with “home-based” bakers to save money on the cake and things didn’t work out. Believe me, you are best off to find a bakery that is highly referred and professional. No matter how busy they are, there is no excuse for treating clients like that.
Post # 11
If you can get your deposit back bee, do it and go somewhere else. There are hundreds of bakeries out there that don’t treat customers this way. Find a more professional one and give them your money.
Post # 12
- Wedding: November 2019 - City, State
I think it’s time to find a new baker. I would email them and request the deposit back since you still don’t have a correct contract and not for lack of trying. If they refuse, state that you don’t want to leave a negative review for them, but you will if they are unwilling to refund you. I’m a small home-based bakery and do lots of weddings. The longest it has taken me to respond was 24 hours and I always apologize for the delay. Their behaviour is incredible unprofessional!
Post # 13
Get your money back and find a new baker.
If they won’t give you your money back, post emails to BBB.org, google reviews, yahoo, wherever with the evidence of the emails with 2 stars so people know not to use them.
Hopefully they’ll get the hint and treat their customers better next time.
I bought a $50 print off line from an IG artist. After 6 weeks (I was told it would be at least 2 weeks lead time), it was radio silence, so I wrote in to their email twice. *radio silence*. I then reported them to paypal and they responded.
SHITTY customer service.
Just because you’re a good artist/good employee DOES NOT a good business owner make you.
Good luck Bee!
Post # 14
- Wedding: July 2019 - Southampton, UK
Find someone else, even if that means losing your deposit.