Theresa Agwuncha
Google
This was by far the worst customer service experience I’ve ever had. I placed an online order for a friend’s birthday, scheduled for pickup the next day. After work, I left 40 minutes before their closing time to make sure I’d arrive with plenty of time to pick it up. Unfortunately, the store is in a high-traffic area, and traffic delays pushed my arrival time to just two minutes after closing.
When I realized this, I called the store to explain and asked if they could please hold the cake since I was only a couple minutes away. The representative, Tamiya, told me that wasn’t possible because of store policy. I then asked if I could cancel the order, and she said yes. I also asked to speak with the manager, but she said the manager had already left for the day.
Trying to find another solution, I ordered an Uber courier to pick it up before closing so I could get the cake from them later, but due to the same traffic, the courier couldn’t make it either. I arrived at 7:02 PM—exactly when I said I would—and called the store again. Tamiya answered and repeated that she couldn’t bring the cake out because it was against policy.
Even though she was still in the store and stayed on the phone with us for over 20 minutes after closing, she refused to hand over the cake. When I asked for a refund, she said she’d need to contact her manager—who was supposedly unavailable earlier—to get it processed. After checking the order, she asked if it was a custom cake. I told her it wasn’t, which was confirmed by both my invoice and the website. She left and came back to say that it was a custom order and that I couldn’t get a refund. She told me my only option was to pick it up the next day, even though the cake was needed that evening for the birthday.
During all this, my sister contacted another Nothing Bundt Cakes location in McDonough. That store was incredibly kind and said they’d happily prepare a new cake and would even bring it to the door if we arrived after closing. I mentioned this to Tamiya, but she just repeated, “It’s our policy.” When asked to show where this policy was written or to provide her manager’s contact information, she couldn’t do either.
Tamiya was dismissive and condescending throughout the entire interaction. Even when I tried calling the next day to speak with the manager, no one got back to me. After reading through other reviews, it seems this isn’t the first time customers have had a negative experience with her.
This was a very disappointing and frustrating experience, especially for something meant to celebrate a friend’s birthday. I hope the store takes this feedback seriously so no one else has to go through this
