larry
Google
Edit: The bakery responded below, but their reply does not acknowledge the refusal to issue a refund or the unprofessional behavior described, and only asks to take the matter offline.
The bakery confirmed they can make a certain vegan dessert, so I placed an order and paid for it.
Days after the purchase, they informed me they cannot fulfill the order and make the dessert vegan. An employee on the phone, possibly the store owner, repeatedly blamed someone else for accepting the order, refused to issue a refund (even though they never should have accepted the order in the first place), and said emotional manipulation phrases like “I work hard” which was bizarre, all while loudly talking over me.
When I called again and spoke to another employee to request a refund again, I could hear the person I spoke to earlier mocking me in the background, which is absolutely inexcusable behavior. I was then told:
1. I must go to the bakery for a refund (even though they took payment over the phone)
2. They actually don’t have the authority to do refunds
3. They can only offer store credit instead of a refund
Mistakes happen and reasonable people know this. What matters is how a mistake is handled - a business should take accountability for their mistakes and do right by their customers, instead of deflecting and using emotional manipulation tactics. If you mistakenly accepted an order, just apologize for it, issue a refund, and move on.
My experience was deeply frustrating and disappointing, and while I enjoy their baked goods, I did not appreciate how poorly I was treated for their mistake and will not be going back again.
And it goes without saying that whoever answered the phone needs customer service training, otherwise you’re going to continue losing business.