ComplaintsforNugget Markets

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to express my disappointment regarding my recent visit to the Nugget in ********* on November 2, 2024. I went to purchase a birthday cake for a relative, but I encountered several issues that left me unsatisfied.Firstly, the two smaller cakes I selected were not smooth and were unappealing for presentation. When I inquired if I could substitute a larger cake of the same flavor, I was told by ******* that this was not possible and that there was nothing wrong with the cakes. This was contrary to my observation, so I brought the matter to the attention of ***, another *****, who confirmed that his recently made cakes were indeed smooth and free of the bumpy texture present in the ones I was shown.Despite my efforts to address the issue, it was not resolved satisfactorily. My primary concern, however, was the customer service I received from *******. Her demeanor was dry, nonchalant, and somewhat sassy, making me feel as though my concerns were not taken seriously. In contrast, *** demonstrated excellent customer service skills and was more understanding of my situation.I also spoke with *******, the store lead, but she seemed unable to take any action or show compassion regarding my complaint. I left feeling frustrated and disappointed with both the quality of the cakes and the level of customer service provided.I hope that you will address these issues to improve the experience for future customers.Thank you for your attention to this matter.

  Business response

  11/08/2024

  Thank you for bringing your recent experience at our ********* location to our attention. We sincerely appreciate the chance to look into the situation,address it with our team and take steps to improve, and we deeply apologize for your dissatisfaction with the cakes you intended to purchase, which was unfortunately compounded upon by the substandard level of service provided by our associates when you requested a substitute.
  
  We strive for consistency and quality in each of our offerings to the extent that the nature of the ingredients and tools/techniques allow, and our ***************** do their best to ensure that the melted ganache used to top our hand-decorated Chocolate Overflow Cakes is as smooth as possible. We have addressed your concerns on the matter with our Bakery team, who will continue to closely abide by and safeguard our standards of quality.
  
  We pride ourselves on friendly, helpful and solution-based service, and again, we are sincerely sorry we didn't meet the ***** Your frustration in this regard is completely understandable; we never want you to feel as though your concerns were not being taken seriously. We appreciate the detail you provided, which will allow us to address this directly with our associates. The level of service provided to you by our team is very important to us, and you are right to expect better.
  
  Our Vacaville Nugget Market Store Director, ***** St. ****, would be grateful for the opportunity to offer a personal apology. At your convenience, please give him a call at the store at **************. We truly appreciate your patronage and actionable feedback. We look forward to hearing from you and making this right.

  Customer response

  11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. It was a pleasure speaking with ***** and I appreciate the time taken to listen to my concerns! 
  
  

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