Buyer beware
I recently used the Internet to order 5 cookie cutters from a company called CakesNThings. I found them by doing a Google search.
One of my cookie cutters arrived in a condition not acceptable to me.
The following in order without missing emails is the type of information I wish I had known before doing business with CakeNThings.
Email #1
My invoice #...
I received my order of 5 cookie cutters today. 4 of the cutters are perfect but one the Wilton Comfort Grip Maple Leaf Cookie Cutter is not in acceptable condition.
If I had seen this cutter in person I would not have purchased it.
The problem is the "comfort" edging has an area of 1/4-1/2 inch in diameter that my best description is of a divot surrounded by significant roughness. Not only is it visually unattractive but the area is not comfortable.
Please advise how you wish to make my total purchase a satisfying one.
Thank you for your prompt attention.
Sincerely,
(My name left off for privacy)
Email #2
Here is the reply I got from CakesNThings:
From: "[email protected]"
To:
Sent: Saturday, May 9 7:41: 35 AM
Subject: RE: Problem with Order
Ms.,
First, let me correct you. There is nothing wrong with the order. You received what you ordered.
You are expressing your discontent over what you perceive to be a manufacturing problem with a Wilton product. We are only a distributor of Wilton products. We do not warranty their products as it states on our website. If you have a problem with the way their product was manufactured you will need to contact Wilton.
We are also discontinuing the Wilton cookie cutter products in addition to many other Wilton products.
Thank you for shopping Cakes N Things.
Cakes N Things
309-747-2820
Store Hours:
Email #3
My reply:
Ms./Mr.???
Let me tell you a few things. Number one I believe you are referring to nothing being wrong with my order because I ordered 5 items and got 5 items.By the tone of your email one of those items could have been a live monkey but there could be "nothing wrong".
I am not sure what I could have written in my email to you to deserve such a nasty rude response from you.
Your problems with Wilton are not my problems but a cookie cutter you ship me in a condition unacceptable to me is your problem.
My receipt has nothing about "warranty" on it.
I do 50% of my shopping on line and I will no longer be using your company and will let all members of my cookie cutter collector club read your email to me so they can read for them selves the utter lack of sensitive customer service you provided. Many of the members also make cake and candies too so if you think dropping cookie cutters from your product line will not affect your sales with these members you are wrong.
I will also provide a copy of your email to Wilton so they can decide if you would be a company they would choose to do business with again.
I will be requesting a refund from my financial institution on my credit card for my purchase from you.
If my "problem" cookie cutter was in the same condition as the others we would not be communicating.
Thank you for showing me your business practice is so poor. I will not be buying anything from you again.
I wonder are you selling seconds and charging regular price? My Maple Leaf is not of 1st quality.
Again thank you for letting me know so clearly not to do business with you.
Email #4
Here is the email I got back from the President, Clarke A. Smith, of CAKESNTHINGS:
Ms.,
ALL of your claims and threats are unwarranted and will not be tolerated.
Should a charge back occur Ms., you will then be billed for an additional $50 charge back fee and we will turn the account over for collection being sure to report to all three credit bureaus this action.
We will then file a police report regarding this internet theft forwarding a copy to your local police department for follow up.
You have no valid grounds for a charge back except to steal and WE WILL NOT PUT UP WITH PEOPLE LIKE YOU!
Any further communication from you will be forwarded directly to our law firm of Evans, Loewenstein, Shimanovsky & Moscardini LTD at 130 S Jefferson Street in Chicago, IL.
We take internet theft seriously and will prosecute to the fullest extent of the law.'
Clarke A Smith
President
Cakes N Things, Inc.
309-747-2820
Store Hours:
M - F 9 - 6 pm CST
Sat 9 - 4pm CST
On The Web: http://www.cakesnthings.com and http://www.candymoldcentral.com
I believe I am the one who got threaten not the other way around. I simply stated my plans of action for being mistreated. Mr. Smith accused me of theft? I cannot have a charge on my credit card removed without my credit card company investigating the charge and agreeing to it being removed. As a business person he should know this but he should also know customer service and you can decide for yourself if he displays the type of customer service you want to receive.
Just so you know and don't think the cookie cutter is a custom expensive cutter it is not, the cookie cutter in a retail sore is priced at about $3.00.
I am shocked that having paid for an item that is in my opinion defective that I am the one being accused of theft.
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