I first used Bake Me A Wish three years…
I first used Bake Me A Wish three years ago for my son’s birthday who’s away at college and it was great. Yes, had to pay extra for next delivery but it was delivered on his birthday. Since he was going to be back in school for his birthday this year I decided to use this company again. And again I paid extra for the cake, which was supposed to be a yellow one, not chocolate, to be delivered the next day and it was not. Ordering on their site was fine, I thought but I noticed that instead of redoing my order (originally I chose chocolate cake) they automatically added another cake in my cart. Of course, I removed the chocolate one and kept the yellow one. Ordered, paid an extra $22 for shipping to be delivered the next day on his birthday and waited to hear about the delivery-as we all do. I saw that it was on track to be delivered the day after his birthday. I emailed customer service, which I believe is outsourced, to complain and get my money back for shipping and to also state I ordered yellow, not chocolate. I received a rather unsympathetic response in which they said the order was to be delivered on the 23rd, not the 22nd (son’s birthday). I replied stating that this wasn’t the case. Mind you it took a few of days for this email correspondence (sent, waiting for a response, replied, etc). Well, they doubled down and sent a screenshot of my original order (chocolate cake). The bigger point is that it wasn’t delivered the next day for my son’s birthday but I cannot believe how removed they are from customer courtesy. The old saying “the customer is always right” is gone and though I don’t believe that wholeheartedly what I do believe is that you must still have a sympathetic ear and at least offer something-a one time refund, a discount for your next order, etc. But the tone was “I’m right and you’re wrong”. So, you’ve made $175 off me when you could’ve made more if you were customer focused.