Hi Nicole,
We’re genuinely sorry you were disappointed as I know how much you love our cookies. Your trio cookie order was placed after our published Thursday 11:00 AM cutoff for Friday pickup. Because we schedule our small team and production in advance, we were unable to accommodate the order after the cutoff, and this order came in 12 hours after our stated policy cutoff.
As soon as we received it late the night before pickup, we contacted you, issued a full refund, and provided alternative options where our cookies were available locally for you.
Because we value our customers, we’ve accommodated several of your previous late orders as a courtesy in the past, despite them continually being placed after our published cutoff. Each time, we explained that these were exceptions and reminded you of our ordering policy. Unfortunately, we can no longer continue making exceptions and put our staff out and must consistently follow our published deadlines for all customers.
We appreciate your past business and wish you the best.
