Edible Flours Reviews (%countItem)
Edible Flours Rating
Address: 2280 West Broadway, Vancouver, British Columbia, Canada, V6K 0B1
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Cupcakes were ordered for delivery for my daughter's birthday (since she was out of the country away from her family) with a delivery date of July 4th, by 4pm (for her birthday). Owner said this could happen. 20% gratuity was given for her troubles. My daughter never received the cupcakes on her birthday. After calling the bakery and hotel to inquire about the cupcakes, I got an answer the next day from the bakery who said that the delivery was sent to the hotel restaurant by mistake and I would get a call back by the owner to see if this could be resolved. I didn't get a call back. My husband called the following day to ask for a refund as the hotel delivered the cupcakes to the room the following day (cupcakes were now a day old and not given on her birthday)The owner, Amanda, insisted that there was no error on her part "she was 100% correct and it was the currier's fault." After not offering an apology and then saying to my husband "I'm hanging up now (then proceeded to hang up...), we are filing this complaint. There has been no refund or apology for not following through on the order. $66 for 12 old cupcakes that didn't get delivered to the right place at the right time. This is poor business practice. We feel the owner was being cavalier because we were from the USA and not in her area.
Product_Or_Service: cupcakes
We understand how frustrating this must be for the customer, as it is also very frustrating for our business.
When we originally talked to the customer on Wednesday July 3, we agreed upon a dozen assorted cupcakes to be sent to her daughters hotel, where they would be delivered to reception by 4 pm on Thursday July 4. We discussed that the daughter's chaperone would ask for the cupcakes at reception .
We did not receive any phone calls or emails on Thursday July 4 that the cupcakes had not yet been received (by the daughters chaperone or the parents). Therefore we were not even given the opportunity to fix the problem on the day of her birthday. The parents called us at 8:30-9 am on Friday July 5 to let us know that their daughter had not received the cupcakes. So we promptly found out who had signed for the cupcakes at the hotel. The hotel told us that they had put them in the kitchen fridge to await for the customer to ask for them. We then asked them to send the cupcakes up to her room on July 5. We then notified the parents to let them know what had happened. We had the problem solved within half an hour.
When we asked the customer if the chaperone had asked for the cupcakes at reception, we were told the chaperone asked "if anything else was there for her" since she was retrieving her lost phone. What we don't know is if the cupcakes had arrived yet when she asked vaguely. The courier picked up the cupcakes from our bakery at 2:30 and upon discussion with the courier it was confirmed that the delivery was completed before 4:00 pm on July 4th.
A couple of questions:
Why weren't the cupcakes specifically asked for?
Why were we not notified when 4 pm had been reached on July 4th that the customer still did not have the cupcakes? We were open until 6 pm that day, plenty of time to have called us.
When the husband of the customer called on Saturday July 6, he refused to hear us out, talked over us and made threats if we didn't return the money. We offered to reimburse the cost of the cupcakes and tip; however, not the delivery fee as this is a 3rd party billing. This was not good enough and we continued to be threatened.
As a small business of 3 employees, we strive to treat every customer as if they are entering our home. We have done several deliveries for overseas parents and they have gone off without a hitch. We will put our offer to pay back the money for the cupcakes and the tip, but we will need credit card information since we destroyed it after the delivery. However, I am unable to reimburse the courier fee. As for the cupcakes being 'old', they were baked fresh for their order (and are good for up to 4 days) and we were assured by the hotel that they were kept in the fridge overnight. As a preventative action against any future issues, we have decided that our bakery will no longer arrange courier service, but will encourage customers to arrange for their own courier service or pick-up.
In conclusion, the cupcakes were received by the hotel of their daughter on Thursday July 4th and delivered to reception by 4 pm as discussed. Where we think the problem happened was a lack of communication between the customer and the chaperone of the daughter as well as the chaperone and the hotel. We believe that our bakery did everything that was agreed upon between the customer and our bakery. We baked and delivered the cupcakes by 4 pm on July 4th to the hotel reception with the name of the chaperone attached to them.