I can tell you that their disclaimers on their site are enough to keep people from being successful in a dispute involving a dollar amount different than what was authorized, according to MasterCard and Visa regulations. Online merchants are getting very savvy at understanding their rights and responsibilties, and how to circumvent the system or get it to work to their advantage.
And reading Texastwinkie's post confused me also, her first response from Sugarcraft regarding her concern was from the owner ("I am out of the country until May 17th)...but the last response said that "the people in authority are on vacation." hmmmm... so who's really reading these things anyway?
My thoughts exactly. When I placed my order I was somewhat baffled by the sites disclaimers. They certainly are covering themselves from all angles should there be any type of customer complaint or problems. The site is a mess, is not user friendly and the disclaimers are designed to leave the customer with no recourse. My order was very small, it was decorating tips and 1 wilton soft cover book. The total was 30.99. total weight was less than 16 ounces. After receiving my confirmation via e-mail I noticed that it reads "ESTIMATED sub total" and that the shipping was an "ESTIMATED 8.17" and that the grand total was (ESTIMATED) and subject to change without notice. So after it was all said and done..I started to worry about the integrity of the company. After all..they were saying it was all "ESTIMATED" which legally means that they can change it and perhaps increase the total. The following is copied and pasted from my confirmation.
ESTIMATED SUB-TOTAL: $ 30.99
ESTIMATE SHIPPING COST: $ 8.17
Grand Total (ESTIMATED): $ 39.16 Prices are
subject to change without notice.
I would love to share some of their disclaimers but all text is protected by copywrite . I urge everyone to read all of their disclaimers at the bottom of their pages and to read the customer service page where it would be a nightmare to get through all the loopholes should you have "problems" with your order. They stress not to call, as the sales clerks would not be able to help you with your problems dealing with online orders.
Just want to say that my problem was "small" and that Sugarcraft may be a wonderful company to do business with. But even though my problem was small and very likely out of character for them it was irritating. I think most consumers like excellent customer service no matter how small the issue is. I'm actually afraid to deal with them as I'm worried that it would result in added charges on my credit card. I have been led to believe that I would be responsible for the added shipping. Shipping charges were already too high...I don't want to mess with it. I think I'll shop elsewhere.
I was going to order the Squeeze-it bottles from them as they are cheaper than Kitchencraft but I don't want to deal with the hassle. They were okay when I ordered from them but nothing stellar and I got charged $2 for I don't know what that wasn't listed. Yes, it's only $2 but how about telling me what it is for and who knows if they were adding $2 to every couple of orders? Not worth the hassle.
Texastwinkie - they quoted you $8.17 to ship a softcover book and a couple of tips???? What are they using, Fedex Overnite?
Unbelievable.
BTW - I know it's Sunday and everything, but I still haven't gotten any e-mail response from "Delores". I'm in a time crunch and I can't wait for some potentially mythical person or persons to return from some real or imaginary vacation outside the country.
So I guess I'll put this question out to you guys and see if anyone can help.
I have a bride booked for June 3 (see my post in Cake Ideas about the sunset theme wedding...it's the same gal) who wants a fountain cake topper. Now...Sugarcraft sells some. But they're all WAY too cutesy for my bride. They do, however, sell the fountain part only so you can design your own. BUT - they sell 2 different size fountain toppers, a regular one and a mini one. According to their site they only carry the fountain piece for the larger fountain (one that has 4 tiers and goes diagonally left to right, or right to left, your choice). I know there is a smaller version because they're using it in their mini topper. But I can't get anyone to tell me how I can buy the smaller one. The first time I asked, I was very explicit which topper I was referencing. Their reply referred me to the one I was NOT interested in, even though my e-mail expressly stated I was not looking for the large one. So when I responded back and rephrased my question, I was told the owner was out of the country on vacation for 2 weeks and we'd have to wait for them.
That did seem kind of plausible to me, but that was before I read this thread, especially the post from slejdick that indicated that no owners were out of the country. And so taking a tip from slejdick's post, I re-forwarded my e-mail with "attn: Delores" as the subject line. And no response so far. 
(deep cleansing breath...!)
ANYWAY (my train of thought got diverted back there in the roundhouse) can anyone go over to the Sugarcraft site, find the battery operated fountain cake toppers I'm talking about, and offer any suggestions as to where I might find the smaller version from the mini topper to use as a foundation for my June 3 bride's cake topper?
Gee...maybe you didn't read that entire paragraph, or my entire statement, for that matter. I went on to say that just because a biz was a member of the BBB that it didn't necessarily mean they had that 'good will'. I also stated that the BBB, IMO, should not be the deciding factor in doing business w/an establishment. But...I can pick and choose statements too...here's an example:
You also said;
"BUT - I do believe that the BBB provides a valuable service to the consumer."
Really? I suppose you could say that if all a company has to do is pay off the BBB (ie become a customer of theirs) to have any consumer complaints ignored. I guess we have different views on consumer protection. Going to the BBB is like going to Microsoft and saying, please shut down Sugarcraft.com. Not a whole lot they could do but sell them software, which they probably would, same thing.
If you really want to complain, it makes sense to contact an agency who has regulatory power, like your state's dept of consumer affairs. If enough complaints occur against a company, an investigation ensues and a company/business can be forced to close. It happens all the time. Skip the BBB.
Sugarcraft is one company I have been buying from and over the last eight years at least 2-3 time a year. I have not had any problems. They have been very helpful. My last orcer they gave me back over $10 becuase the ocmputer made an error on my total. Dolores has all ways be helpful with me getting my order completed when my compter crashed. I agree their website is confusing but besides that they have been great with me but that is my opinion.
You also said;
"BUT - I do believe that the BBB provides a valuable service to the consumer."
Really? I suppose you could say that if all a company has to do is pay off the BBB (ie become a customer of theirs) to have any consumer complaints ignored. I guess we have different views on consumer protection. Going to the BBB is like going to Microsoft and saying, please shut down Sugarcraft.com. Not a whole lot they could do but sell them software, which they probably would, same thing.
If you really want to complain, it makes sense to contact an agency who has regulatory power, like your state's dept of consumer affairs. If enough complaints occur against a company, an investigation ensues and a company/business can be forced to close. It happens all the time. Skip the BBB.
ok..they do provide a valuable service to the consumer...they register complaints and make them accessible to the public. Whether resolved or not, in whatever fashion, by whomevers standards can always be argued. The point is that if I look up a business, such as Sugarcraft.com, and I see the sheer # of complaints, and their nature(s), then I can make a better informed decision. And people who have a complaint don't necessarily have the intention of shutting down a business...they just want resolution to the problem. Customer complaints w/BBB aren't being ignored if people can access them and make an informed opinion of the business. Just tonight, I went to my state's BBB site and accessed any business I wanted in my area and found many complaints - it also stated the nature of the complaint and whether the biz responded to the BBB about it or not, and if there was a resolution or not. Very informative and definitely NOT always positive for the business(es). And since this thread is really about Sugarcraft.com's standing with their consumer....Here's Sugarcraft.com's complete info from the BBB:
SUGARCRAFT BAKERY
2715 Dixie Highway
Hamilton, OH 45015
View Location Map
Local Phone Number: (513)896-7089
Membership Status: This company is not a member
TOB Classification: Bakers-Retail
Web Site URL(s): http://www.sugarcraft.com
The information in this report has either been provided by the company, or has been compiled by the Bureau from other sources.
Customer Experience
This firm first came to our attention in July 1993. The Bureau has sent two requests for basic information to this company but, as of today, has received no reply. Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered complaints and a pattern of complaints regarding billing and customer service issues. Complaints indicate that prices have increased after the customer has completed the transaction. In addition customers state that the company is difficult to reach in regard to problems with the products and when they do reach the company they are treated in an unprofessional manner. Regarding the billing issues the company references a disclaimer on their website that prices are subject to change at any time.
When evaluating complaint information, please consider the company's size and volume of business. The number of complaints filed against the company may not be as important as the type of complaints and how the company handled them.
The Bureau processed a total of 27 complaints about this company in the last 36 months, our standard reporting period. Of the total 27 complaints in the last 36 months, 9 of those were closed in the last 12 months.
Complaints Concerned
Sales Practice Issues: 6
Outcome of all complaints -
No Response: 6
Delivery Issues: 6
Outcome of all complaints -
No Response: 6
Repair Issues: 1
Outcome of the complaint -
No Response: 1
Service Issues: 5
Outcome of all complaints -
No Response: 5
Product Issues: 2
Outcome of all complaints -
No Response: 2
Refund or Exchange Issues: 3
Outcome of all complaints -
No Response: 3
Billing or Collection Issues: 4
Outcome of all complaints -
Resolved: 1; No Response: 3
Additional File Information
Correspondence sent to this company by the Bureau was returned marked Refused.
If as a consumer you are being charged a different price than previously agreed upon, you may wish to contact your credit card company to dispute the charges or your state attorney general's office for more information.
Educational/General Comments
Retailers can charge whatever they want for any product or service, so check competitive prices. Understand & keep copy of any contract, receipt, & warranty. Sales contract should include a delivery date, product description, all costs, oral promises & whether manufacturer, retailer or installer is responsible for guarantee. Any finance contract should include monthly payment, interest rate, & total cost.
Refunds & Exchanges: A store is not obligated to accept items for refund, exchange, or credit except in cases where the item is defective or was misrepresented. Some stores have no refund or final sale policies. In some states, but not all, retailers are required by law to clearly disclose what their return policies are. Return policies can vary from store to store, so you should be sure to ask about a store's return policy, before you make a purchase, especially if the item is to be given as a gift. Return policies usually require that the item, be returned within a specified period of time, and must be in usable or salable condition. It is a good idea to keep the package and other materials an item was wrapped in, just in case you would have to return the item, & it would have to be shipped to the manufacturer. Finally, always save your receipt.
Ohio signed into law Senate Bill 33 which prohibits any person or entity from selling to a purchaser a gift card containing an expiration date that is less than 3 years after the date it was issued. This law also prohibits service charges or fees relative to a gift card within 2 years after the card is issued. This law is effective as of June 15, 2006. To view this law and any exceptions you may visit: http://www.legislature.state.oh.us/bills.cfm?ID=126_SB_33.
The information in this report has either been provided by the company, or has been compiled by the Bureau from other sources.
BBB reports may not be reproduced for sales or promotional purposes.
Report as of: 5/15/2006
Copyright: 2006 Cincinnati BBB, Inc.
As a matter of policy, the Better Business Bureau does not endorse any product, service, or company. BBB reports generally cover a three-year reporting period, and are provided solely to assist you in exercising your own best judgment. Information contained in this report is believed reliable but not guaranteed as to accuracy. Reports are subject to change at any time.
The Better Business Bureau reports on members and non-members. Membership in the BBB is voluntary, and members must meet and maintain BBB standards. If a company is a member of the BBB, it is stated in this report
ok..they do provide a valuable service to the consumer...they register complaints and make them accessible to the public.
Well the idea of looking up complaints on a company is novel, but when it is posted, managed and maintained by a "company" like the BBB who is not looking out for the consumer, but their own self interests, it is sort of like going to Enron and looking up good business practice postings by its executives.
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