I recently ordered lollipop molds, bags and sticks from a company in Illinois called Cakes N Things. I found them using a search engine, so I wasn't sure as to how reputable they were. Seeing as they had the stuff I needed, I made a purchase for my company on 10/12/07. They did not accept American Express, which is what my company uses, so I mailed them a personal check.
On 10/17/07, curious if they received my check, and also when my order would ship, I emailed their customer service department. Below is a copy of the email chain that went back and forth:
Original Message
From: Crystal
Sent: Wednesday, October 17 12:12 PM
To: cakesnthings
Subject: Order 0706-26146
Hello,
I was wondering if you received our payment for order 0706-26146. A check was mailed on Friday the 12th.
Thank you.
From: Customer Service
Sent: Wednesday, October 17 2:02 PM
To: Crystal
Subject: RE: Order 0706-26146
We received it today. The order is scheduled to ship on 11/01/07.
Thank you for shopping Cakes N Things.
Cakes N Things
Original Message
From: Crystal
Sent: Thursday, November 01 2:47 PM
To: 'Customer Service'
Subject: RE: Order 0706-26146
Hello,
Have the items I purchased shipped yet? If so, do you have the tracking number?
Thank you.
Original Message
From: Customer Service
Sent: Thursday, November 01 5:53 PM
To: Crystal
Subject: RE: Order 0706-26146
Your order was pushed back to ship tomorrow at which time you will be email a tracking number if you selected FEDEX shipping. All other shipping methods do not include a tracking number.
Thank you for shopping Cakes N Things.
Cakes N Things
Original Message
From: Crystal
Sent: Thursday, November 01 3:11 PM
To: 'Customer Service'
Subject: RE: Order 0706-26146
I'm wondering why this order has taken so long to ship. We placed this order on 10/12/07 and I know we mailed in a check, but you received it on 10/17/07. According to your website, orders usually ship 1-2 business days (see below).
Domestic Orders
Domestic orders are shipped either FEDEX or the US Postal Service your choice. The various options depend on the size and weight of your order. You can select from the options available either at Checkout or by viewing your Shopping Cart and clicking on the Just Calculate Shipping link.
Orders usually ship within 1 to 2 business days excluding the day the order is placed (See note below). Orders shipped via the US Postal Service have a eDelivery Confirmation number assigned to the order which will be emailed when the order ships. These Delivery Confirmation number do not give intransit information and do not provide tracking information (unlike FEDEX or UPS tracking numbers).
FEDEX shipping methods have a tracking number associated with your order which will be emailed to you from our shipping department once your order has shipped
A shipping notice is emailed to the email address associated with the order when the order has shipped. Please be sure our emails are allowed through your SPAM filters so that you may receive such information.
If I knew it would take this long, I could have ordered from somewhere else.
Original Message
From: Customer Service
Sent: Thursday, November 01 6:41 PM
To: Crystal
Subject: RE: Order 0706-26146
Since you seem to be so eager to cut n paste you CONVENIENTLY missed this under Payment Options:
Orders paid by personal check will be held for up to 10 business days for clearance.
And this on page 1 of checkout direct under where YOU selected Payment Type:
NOTE: If you select Mail In Money Order/Check as Payment, we must receive your payment BEFORE the order will be shipped. Orders paid by check, business or personal, are held for up to 10 business days before shipping to allow for check clearance. No checks are accepted for International orders.international orders paid by money order must be submitted with a money order drawn on a US bank.
Feel free to order somewhere else... You need to pay attention instead of trying to prove yourself right and others in the wrong when you do not know what you are talking about.
Original Message
From: Crystal
Sent: Friday, November 02 8:06 AM
To: 'Customer Service'
Subject: RE: Order 0706-26146
I must have missed that section... My apologies.
Nice way to treat your customers though. I hope you don't treat them all like this!
Original Message
From: Crystal
Sent: Friday, November 02 8:08 AM
To: 'Customer Service'
Subject: RE: Order 0706-26146
Oh, and by the way, you received payment on the 17th of October and it is now the 2nd of November... That's 12 business days, when in the section that YOU pasted, it says it takes UP TO 10 business days to be processed.
I'm not trying to be rude, or to be right, but all I wanted to know was why its taking so long to receive an order from a company in which we gave business to. I do not appreciate the way in which your response came across, seeing as I am a customer giving your company business.
Original Message
From: CSmith (President)
Sent: Friday, November 02 12:11pm
To: Crystal
You still are wrong. It states that orders will ship in 1 - 2 business days AFTER receipt of payment. We don't consider receipt of payment until the payment clears which was on 10/31. Nove 2 is 2 days.
I have had enough of you. Your order has been cancelled and we will issue a refund check. We will also be contacting your employer regarding your use of their assets for such harrassment.
Clarke A Smith
President
Cakes N Things, Inc
According to their website, one of their "main goals" is customer service (see below paragraph from their website).
As before, customer service and satisfaction are still part of our goals. This new medium can be frustrating at times so there will be many avenues of support and interaction that our company intents to implement on our web site in the future. And of course, if you call you won't get one of those automated voice systems. There are still real people here to help you with your questions and concerns.
As always your suggestions are welcome. Please feel free to contact us with any suggestions or comments.
I have read a couple complaints from consumers on this website regarding this same place. They are horrible to deal with. I would strongly advise you find another company to buy from. I might have missed the part on their website about the check taking 10 business days to clear, but as a paying customer, I wanted to know where my order was. I was asking normal questions, and I got snippy remarks from their customer service. And, on top of it, they cancelled my order because I was "harassing" them! Go figure! No customer should be treated this way.
Be cautious of who you do business with!
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