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| - On Nov 21, I recieved the following message via Yelp from Morag Cleeveley, owner of Yummy Stuff in Toronto:
"Hello Lindsay,
I just saw your review of Yummy Stuff on Yelp posted September 4, 2011. Once again, I am so sorry that you continue to harbour resentment about your wedding cake. When we met in person over two years ago and discussed the error Yummy Stuff made, I apologized profusely for the mistake and immediately offered to refund your money. As I explained to you when we met, for some reason, I had not received any emails or messages from you after your wedding in November 2007. Again, I do sincerely apologize if the treatment you received was inadequate. I know I was not in the shop when you came to collect the refund but please do not take that as an attitude of "no big deal". I do appreciate you letting me know about the error and I have done everything I can to make up for it. Lindsay, I take my business very seriously and I take my customers' concerns very seriously as well. I am not sure why you chose to post this review again after the issue had been resolved . If you have any further concerns, I politely ask that you please contact me personally so that we can once and for all put this behind us.
Sincerely,
Morag"
Here is my response:
Morag,
Thanks for your note, it's great to have such a clear example of your communication style, and attitude. I welcome the opportunity to respond. Your choice of language is interesting, and revealing. My review of Yummy Stuff speaks to the facts, with no embellishment, nothing inflammatory. What happened is this: You made my wedding cake the wrong flavour. That fact is not in dispute. You obviously have issues with communication, as you were impossible to reach before and after my wedding, and by your own admission missed multiple calls and emails regarding this egregious mistake. I showed you these emails when we met in person, so this fact is not in dispute. Like most brides, my wedding cake was very important to me. If someone made your wedding cake the wrong flavour, would you give them a glowing, positive Yelp review? Perhaps this would be an unreasonable expectation of your customers?
Toronto is a small town. I've met a friend of yours, and she told me how upset you were that I had posted my experience on Chowhound, and how hard that you had worked to get my post removed. She didn't say you were sorry, just how YOU were upset at ME for telling the truth about the situation. Again, facts are facts - you made my wedding cake the wrong flavour, and then you didn't even have the decency to respond to calls and emails informing you of your mistake. When I came to you in person, you did not "apologize profusely", you just said that you hadn't gotten my calls or emails, and that it was a long time ago. You offered me a partial refund, not a full refund. I was gracious enough to accept that in good faith, but on my return to your shop to pick up my refund, your staff had no idea why I was there. They said that you weren't there, that you hadn't mentioned about anyone coming by. They were rude and dismissive. Finally I blurted out, Morag made my wedding cake the wrong flavour? "Ohhh thaaaaat... Yeah, she left you cash." And they handed me a pile of bills. I stood there, aghast, staring at the wad of cash in my hand. After all this time, my messed up wedding memories were only worth this... cash? Really? You couldn't use an envelope? Write a little card? Offer a little cake in the right flavour? Nothing. I must have looked confused, because as I looked again at your staff, they seemed to be wondering why I was still standing there. "So", perky teen #1 said, "like..... sorry about that!!" "Yeah, sorry!" chimed perky #2. This was an insulting, demeaning, and disturbing experience.
I know that you already know this story, as it was posted on Chowhound. If you cared so much, why didn't you respond on Chowhound, and explain your side of the story? Could it be because there were multiple comments, also claiming the same sort of poor customer service, rudeness, indifference, not to mention so-so or stale baked goods?
The tone of your message says it all. You can say whatever you want, but you didn't take my wedding cake seriously, you didn't take my phone calls and emails seriously, you didn't take "resolving" the issue seriously. I got a partial refund, poorly delivered. I'm just telling the truth about my wedding cake. If you need to send messages of further insult and intimidation, and to insinuate that it's somehow my fault that I have a negative comment, perhaps you should take a serious look at your business practices, as well as the attitudes of yourself and your staff. Clearly, resolving issues isn't your strong suit. It might help if you don't make people's wedding cakes the wrong flavour to start, but trying to blame them for being bothered by it truly takes the cake.
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