Celestial Cakery

edding day :)

edding day. Stop by our new shop "SWIRL" sometime and grab some fresh made-to-order cupcakes, cookies, and ice cream Tuesday through Saturday :)

reviewed our emails, notes, and the photo you sent but couldn't find any mention of "textured ruffles" for the single-tier cake design. The cake delivered had matching diagonal texture buttercream as the supplied photo showed.

review. Swing by the shop next time you're craving a sweet treat :)

Give us a call if you ever need a cake :)

telling the rest of this story. Let’s start at the beginning. On Thu, Jul 25, 2019 you emailed us the following: “I know it's been a couple of months but I have been kinda upset and I thought it would pass but it hasn't so I kinda wanted to reach out to get closure or clarity. The top tier of my cake was not at all what we discussed it was floral stencil and not even all the way around? When we had asked for a certain type of piping for the top layer. I do believe there was an issue with the flavors as well being not exactly what we ordered but that is much less important than what happened with our top layer. I hope you can provide some sort of insught to what went wrong so I can move forward without thinking about this.” Ella replied on Fri, Jul 26, 2019, with the following: “Hey Kandee, give me a call at the shop when you get a chance, I looked over your order form and would love to give you an explanation. You trusted me with your cake and I'm sorry I let you down, I don't take that lightly. Give me a call when you're free.” Your reply was received on Mon, Jul 29, 2019 as the following: “I would really prefer gettint this sorted out via email at this point, I don't see why a phone call would be entirely neccessary.” Ella replied on Tue, Jul 30, 2019 at with the following: “I was looking for an opportunity to apologize in a way that was more personal but I'm more than happy to stick to email. I reviewed our emails + my notes for your cake design and discovered this. Your tasting was on December 15th, I emailed a copy of the cake order form to you and printed out a copy for our records (I have the order form attached for reference). Then on December 17th, the design was updated for the top two tiers and a copy of the order form was sent to you but it was never printed my end / updated in our books. Fast forward a few months and you end up with me baking, decorating, and delivering a cake that had the wrong design on the top two tiers. It was a simple mistake that had a big impact on your expectations of myself and my bakery. I can't make a new wedding cake but I don't take mistakes lightly and would like the opportunity to make it up to you.” Your response was received on Wed, Jul 31, 2019 as the following: “Thank you for responding via email I am not big on phone calls and prefer email for communication. I am glad to know I'm not crazy that it wasn't what we ordered. How do we proceed from here?” Ella responded on Wed, Jul 31, 2019 with the following: “That part is in your hands. If you want a refund, we can process it through Square. If you want a replacement cake, we would be more than happy to make a cake for your next event. We're not in the habit of making the wrong cake design so we don't really have a playbook for what to do in this instance. What we do know is that we take our cakes and our client's satisfaction seriously and want to leave you with a positive experience. Let me know what you think and we will make it right :)” Your response was received on Fri, Aug 9, 2019 as the following: “After talking about it with my husband I think we will just accept the refund since we are still not Charlotte residents. Do you need my debit card information or will you send out a check?” Then we received another email from you on Mon, Aug 12, 2019 with the following: “Just wanted to find out how you would like to proceess the refund. I can give you my home address if you would like to send a check or you can let me know how to get it directly to my checking account/ debit card.” I (Curtis) replied on Thu, Aug 15, 2019 with the following: Hey kandee, I have been playing email catch up this week after being out of the bakery. I processed your refund via Square to the card on file which should take upwards of a week(ish) to show on your account. Let me know if you haven’t received it within the next couple weeks.” Your reply was received on Aug 16, 2019 as the following: “I wish you would of contacted me before processing it that way I'm not sure what card we even paid on or if its still open I've changed several accounts around since then. I really wanted it to go into our checking account. Is it to late to stop that process and refund it to the correct account at this point?” I (Curtis) replied on Aug 16, 2019 with the following: “Unfortunately, there is no other option available to process a refund on our end. You paid with Square online and the only option available is to refund the card they have on file (Visa 5304). If you haven't received it within a week let me know and I will contact them to see if the refund was denied or not. “ Your response was received on Aug 16, 2019 as the following: “Like i said I dont have access to check all of the accounts and my husband works off shore with bad internet access to say the least. So hopefully we get it, I guess just screw us if not at this point.” I (Curtis) replied on Aug 17, 2019 with the following: “Like I said, there is no other option available to process a refund on our end. You paid with Square online and the only option available is to refund the card they have on file. Fortunately, you don't have to check all of your accounts... you only need to check Visa 5304 which is the card that was refunded. If it doesn't process, we can always hold a gift card for you at our shop for you to pick up in person. Please keep me posted :)” Your response was received on Aug 17, 2019 as the following: “We live in Louisiana so I don't know how you think we can just pop by and pick it up in person. I talked with my husband and he says he thinks that's his bank card so hopefully it will work out. I am really not happy about this, you guy's messed up my cake, the only thing that I was excited about for the party the only thing that was my input. I can't get that expierence back, and the refund process was a joke, after waiting several days and making it abundantly clear to let me know how the refund works before you process it, you guys couldn't even have the courtesy to do that. Goodluck in the future, I will not be requiring any further services from y'all.” I (Curtis) replied on Aug 17, 2019 with the following: “Well, the next time you're in North Carolina feel free to drop by and grab a free cupcake on the house. I'm glad your husband recognized the card number and have already apologized several times for the design mistake. We tried to find an amicable resolution to your complaint and went above what was necessary to turn your experience into a positive one. Months after your wedding you decided to reach out and then asked us to send money to your bank account... I explained before processing the refund that it would be refunded via Square (see below) On Wed, Jul 31, 2019, 1:49 PM Ella Stone <ehailey17@gmail.com> wrote: That part is in your hands. If you want a refund, we can process it through Square. If you want a replacement cake, we would be more than happy to make a cake for your next event. So I guess we did have the courtesy to explain it. Good luck in the future :)” That brings everyone still reading up to date on exactly how your refund was processed and completes the timeline of events. You waited four months after your wedding to email us, refused to talk on the phone, asked us to send money directly to your checking account, became increasingly rude after receiving a full refund, and are now making your rounds across the internet trying your best to disparage our business. We apologized from the beginning, researched the complaint and admitted there was a design error, explained how it happened, and refunded 100% of the cake balance + the tip + state taxes. We’re not in the habit of making the wrong cake design and have become the highest rated bakery in Charlotte by taking our cakes and our client's satisfaction seriously. With years of experience, 800+ wedding cakes, and hundreds of five star reviews… we are committed to making every wedding cake amazing from the initial email to the delivery day. You were increasingly rude in the end and I (Curtis) met that with equal rudeness… was the right thing to do? Of course not, but I’m human and prone to making mistakes. I hope this complaint gives you some closure. Curtis

make a fresh 4" for the occasion :)

elebrate :)