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S and S Bakery
Satisfaction analysis
2
TOTAL REVIEWS
New Reviewer
Fur Clothing: standard Designs
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ID
Location
Beijing, Beijing
New Reviewer
S and S Bakery overcharged us!
Our squadron has been a loyal customer to this bakery and they cheated us through their invoice and delivery jargon. The company started to have a minumum order of $15 for delivery. This is completly fair considering the economy. What isn't fair is that the company continued to deliver the same amount of goods to the squadron even though they charged us over double the amount. I would think, logically, you would stop delivering the order if it is under $15, but they continued to deliver and just charge us an extra $7.52 every delivery. I calculated the amount to be roughly $250 in the past two months that they have stolen from us. I tried reasoning with them since they have been the bakery we have been going to and maybe just get some credit, but they simply put the blame on us for not changing our delivery order. When I called Sam Bussard, their office manager, he even said he didn't call us. I just find this bad business etiquette. We are paying off the amount we have with them, but we are changing our bakery. We would gladly buy $15 worth of goods, that isn't the issue. The issue is that for the past two months, we have been cheated as a consumer.
5 comments
ID
Location
Lemon Grove, California
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S and S Bakery
I remember speaking with Nitza 2323 about the situation. They were unhappy that I did not call them personally and that they were being charged the $15 minimum for two months before they noticed the change on their invoice. I went to the owner of S&S (Jesse Fadick) and told him of the complaint and that the customer was not happy with my explanation of our new policy changes.
I explained to Nitza 2323 that I had previously sent out attached letters to each invoice explaining the policy change and that any order after a certain date with an order amount less than $15 would automatically be changed to $15. The difference from the customers order to the $15 minimum would be the delivery charge.
I sent this letter out on any invoice that was under $15 on all standing orders. Not once, but twice. At least a month in advance of the policy change. I also added customer notes to all contracts for two months. Any order that left the bakery had a invoice with a note on the bottom that was circled and highlighted.
After speaking with Jesse I issued Nitza 2323 a credit for the delivery charges of every delivery for 2 months. We knew that we had upset and lost this customer but felt that we had done our best to right the situation.
We never intended to steal or cheat any of our customers and especially any of our service men and women. The facts are that the bakery had to implement the delivery charge in order to not lose money on deliveries under $15. We felt as a company we had done our due diligence to make every customer aware of our new delivery policies as well as make them aware of the date when our new policies would take effect.
On another note disgruntled employes that were let go for padding their hours and stealing from the company should be taken with a grain of salt.
:? Hi Steven, I'm sorry to read about some of the issues the bakery has had since I've been gone.I worked there 2006-****.What I can say is that I loved my job.Everyday I did my best to give excellent customer service to all of our customers.I knew that was our number one priority.One mistake you might gave done was having Sam in charge, not so good of idea.I know your moms working the office now but if she ever needs some help I'd be delighted to come back to work.
Sicerely Lupe Reyes
Hi Nitza 2323,
I'd love to talk to you and address whatever issues you may have. Obviously you are upset, given the fact that you appear to be lashing out against us on every venue you can find.
Please give me a call so that I can have an opportunity to discuss this with you and hopefully make things right.
I am in the US Navy. Believe me this is what they do to us.
Because we are the government they like to inflate the prices. who pays 27 dollars for a 8 cut cake us. Lucky us after they hired illegals we stopped the contract with them. Their costumer service is terrible and I will make sure every website knows about this for future costumers.
Your questions won't be answer they don't have time for you. They know what I'm talking about ask Linda.
I am one of the owners at S&S Bakery. One of my office staff came across this posting recently. I'd like to provide an update and rebuttal to this customer's complaint.
Most importantly, all of the delivery charges this customer accrued were refunded months ago. When we implemented the $15 minimum order change we knew there would be some customers who would be surprised by the change and have in all cases provided refunds for at least the first occurrence of the charge. This particular customer was a little unusual in that they did not notify us of their concerns until approximately 2 month after the change was implemented. Our assumption was that they knew of the charge and were ok with it.
By no means was our intention to "cheat" or "steal" from this customer. As the customer stated, we implemented the minimum charge out of economic necessity when we realized that we are actually losing money on any delivery under $15. We calculated $15 as the break-even point. Our software automatically increases any order below $15 to $15. While this is not a perfect solution, it does provide a sliding scale for the customer - the closer they can get to $15 the lower the delivery fee. This seemed fair to us since most of our customers who were ordering less than $15 were still ordering over $10 per delivery. We discussed using a flat-fee setup but were concerned that this would result in a customer being charged the whole delivery fee even if their order was very close to $15. We notified our customers of the change several weeks before we implemented it through notes on the invoices.
We have always made customer service our highest priority since our founding in 1994. I'm sorry that this customer was so upset, but understand that we did immediately work this out with them to what we thought was their satisfaction as we always do with any of our customers' concerns.