G G.
Yelp
Pastry is delicious. Customer service? If there's a problem, ABOMINABLE.
Get this: April, a friend sends me a gift certificate. Go to use it online, it fails. I call, explain, give the code, etc. Them: "It SHOULD work...hmmm, no it doesn't...hmm. Let us look into it. (I Decide to pay for pastry cash. I'll fix it later...)
Later, they leave phone message: "Oh yeah, vendor problem, just bring us your code and we'll clear it up."
Me: " Again?" so I print it and write my name, phone number, etc. Drop it off to them. I call them back to hopefully finish this mess...
Them: "I'm sorry, what is this about?" (That's right: start over.) I explain, remind them of the paper I sent with details.
Them: "just come by and we'll issue you a new card."
I stop by to check again. Different person (maybe the owner?). She comes to the door and I explain everything AGAIN. She takes 5 minutes to tell me that 100 customers have been affected by their gift certificate snafu, and it's been hard to sort out. Gee, so it seems.
Tired yet? Well, she needS that code in order to do anything. The code I gave on the phone and in writing. Really? Again?
I didn't have the info on me, so I leave, annoyed. Between each of these beatings there are gaps of many days. (I promise, we're getting there.) so yesterday, I stop by again. Last shot. Knock knock.
Manager: what is the problem with the gift card?
Me: it doesn't work. This is my 5th attempt and I'm pissed.
Manager: "You'll have to talk to the owner." Again, I leave them all the info in writing: code, name, phone number.
Is this a skit?
I get home and get this email from an owner, Meg. NOW BEAR IN MIND THAT 30 MINUTES PRIOR I DROPPED MY INFO OFF IN WRITING FOR THE SECOND TIME. This quote is cut and pasted from the owner's email to me:
"...I am happy to help you, I just need to know what's going on so I can troubleshoot the problem..."
This is followed quickly by a text from Spilt Milk to me saying they got my message and can fix that right away. Good!
This is followed immediately by another text: "I was confusing you with another customer. Please explain the problem..."
So I send her the info by text AGAIN (3) and call her back.
Owner: "What is the problem with your gift card?" She acts like she has no idea what I'm talking about.
WHAT IS GOING ON?!
Then she complains I'm raising my voice. She tells me "it's just $30. You're screaming at me about $30."
She's surprised that I'm frustrated.
MY FRIEND SENT ME A GIFT THROUGH YOU AND I CAN'T COLLECT AFTER TRYING 5 TIMES! YOU DON'T ThINK THAT'S AGGRAVATING? YOU THINK YOU'RE TREATING ME RIGHT? Please tell me how I can be a better customer!
"What would you like me to do?" she asks.
Huh?
Me: "What do YOU think?"
So now she's huffy. Here's her final solution: she's going to refund the $30 to my friend that gifted me in April! That's right: my friend, the one who I never told that her gift turned into a sh*tshow, is going to get a credit...
So my friend made a nice gesture for my birthday, and Spilt Milk gifted me six big doses of aggravation and topped it off by notifying my dear friend that instead of giving her friend a treat, her friend has been jacked around for 4 months by incompetent management.
Did they ever once apologize? No.
Did they ever issue the corrected gift card? No.
Did they offer me a cookie crumb? No.
Not once through this whole affair has anyone said they're sorry. Now the owner feels I've been unreasonable.
Will my friend ever get a refund? Who knows? Will she have to call and text and visit 5 times?
The pastry is amazing, but this little spot is ruined for me.
Shame on you, Spilt Milk, for your incompetence and worse, your attitude. You made the problem, you never fixed it, and rather than apologize you choose to accuse me of being unreasonable. You're the ones who spilt the milk, and I guess you can't clean it up.