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.

Comments (1)

1. Written by Steven Fadick, on 09-03-2009 16:23 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. Report

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