Dear Noor,
We’re so sorry to hear about your unfortunate experience. We really appreciate your business and your feedback, and hope you give us the chance to make it right! We would like to take this opportunity to comment on your points...
1. Noura initially gave us the marble cake design during our consultation session with her mother ( very lovely ladies). She later changed her mind and decided to do a semi-naked cake with dark red floral accents which we updated on her invoice and received full payment for.
2. Noura’s mom decided to order the cake and desserts individually instead of getting a dessert table package which comes with a complete display rentals and setup. As a customer service gesture, we included the setup and display rentals free of charge with the agreement they returned the rentals two days after the event. We are always liable for picking up after our events and do not leave them with clients to do so unless otherwise stated in our contract terms. According to our policy, clients are responsible for full replacement or payment of any missing display items. We went to the event location to pickup a week after and only found two out of the 13 rental items we used for the setup. Noura requested that we send her the total cost of the missing items for payment.
3. The quality of our products are very important to us and we’re disappointed to learn that you had anything less than a stellar experience with us. We appreciate you for bringing this to our attention.
4. Noura booked your wedding cake same day she booked your engagement cake and desserts. According to our invoice terms and conditions, deposit is required to secure your date. “Your order becomes reserved only when 50% (100% in the case the cake is booked less than one week in advance) booking retainer is received. The retainer is paid to reserve your date and is NON-REFUNDABLE in the event of a cancellation. Cakes are first come first serve and we only do a limited number of cakes per week. However, if you need to change dates or move your event, please call us and we’d be happy to make accommodating arrangements at no charge. Deposits are required at the sole discretion of Fruitilicious Cakes Inc”. We agreed to send you the 50% via the same mode of payment within 24-36 business hours since we were closed when you contacted us.
We hope you don’t judge us by this one experience. We strive to do just one thing....Create Positive Human Connection. Feel free to reach out to me (Sandra) directly if you ever have any questions or comments, or if there is anything we can do to remedy your experience.
