Maracuja M.
Yelp
I rarely write reviews, and I really wanted to give this place 5 stars but I felt very disappointed with their communication and costumer service, which is why I'm writing this review. I hope this feedback will help improve their communication with future costumers.
I pre-ordered Shiraz box and pomegranate chai in mid-February since ZoZo Baking advertised that all early Nowruz orders would be shipped between March 7-15. On 3/11, I received email notification that my order was shipped, however, the tracking only indicated that "the label was created" (the shipping status was never updated). When the package didn't arrive for Nowruz, I called ZoZo Baking on Mon 3/22, left a voicemail and also sent a message through their website and instagram inquiring about my order. I received a response 2 days later, saying that the USPS did not take any responsibility for the package, and that ZoZo would be happy to resend it or to refund me. Since this was a special gift, I asked them to resend it.
I then received ZoZo's email a week later (3/31), saying that they contacted the post office (I'm not sure what took another week to do so) and that apparently my address was wrong. They also said that if the address was correct, then "why post office wasn't able to deliver the box?" Further, they quoted their policy stating that in the event of providing a wrong address, ZoZo Baking is "not responsible for the package not being delivered." Since my address was entered correctly, and the package was never even shipped from CA (as shown in the USPS Tracking system), I replied that my address is correct and that I never had any problems with USPS (or even with international mail). Needless to say that this (unnecessary) correspondence made me upset, because we were already at the end of March, and I still haven't received a package that I ordered in mid-Feb.
ZoZo Baking then responded that they would "make the exception" this time. I truly felt that it was not my fault that the first package was never shipped from CA. In my response, I restated that this was a special gift, and that it didn't make sense to blame the wrong address while the issue was clearly somewhere else (The package was either lost or stolen before being scanned for shipping, but of course, USPS does not take responsibility for that).
It took another week for them to ship the package (4/7) that arrived today (4/12), almost 2 months after my order. This was a gift for my Persian boyfriend who was, nevertheless, happy to receive it even if it's been weeks after Nowruz. The cookies are no doubt delicious and nicely presented. I'm not sure what happened to the pomegranate chai, but the ingredients don't contain pomegranate. Please see photos for the reference.
I sincerely hope that this bakery puts as much effort in their costumer service as they do in their baking!