Jenna Rae Cakes

Customer was shipped a Classic Box of Jenna Rae Cakes macaroons on April 14th, 2020. When *** attempted to deliver the package on April 15, 2020, at 11:44am to the customer provided address, the customer was unavailable to receive the package. The customer was then notified by *** that the package had been sent to a local *** Access Point, as per *** regulations. The customer reached out to us, and was then notified that she had the option to reach out to *** and to request a second delivery (approximately later that day, or the next day), pick-up her package from the *** Access point, or to change the address of her delivery. After numerous back and forth emails explaining the situation, and the next steps the customer should be taking with ***, the customer then reached out to *** to cancel/refuse the package, which was then returned to sender. Once the package is returned to our facility, it needs to be discarded, product and packaging and all, as it is a perishable good that is only fresh for three to four days in transit, meaning we incur the loss of cost of goods. The customer then demanded we ship out a new package to a different address, or that we offer a full refund, despite the fact that the package was refused outright.

Once an online order is purchased through our website, a customer is provided with an automated email from Jenna Rae Cakes regarding shipping details and macaroon care instructions (***). Within this email, we outline that the package will likely be in transit for two to three days, rendering them fresh. We also provide links within that email to our FAQ section, which outlines how we package our products to ensure freshness during transit. The customer is then provided with automatic updates from *** regarding the tracking of their package, which notifies them of the whereabouts of their package in transit, as well as a notification as to when their package will be delivered. As shown the the screenshot attached, the package was packed and shipping from our facility at 3:04pm, on April 14th, 2020. The *** delivery was attempted on April 15th, 2020 at 11:44am (the next morning). The customer indicated that she was in an apartment, and wanted them delivered to her doorstep. However, *** cannot enter an apartment building unless a buzz code is provided (it was not). Upon investigation, *** tried to contact the customer, who was unavailable to let them into the building. As *** cannot leave a package unattended on the doorstep of an apartment building (*** delivery policy), the driver left a delivery note, and then proceeded to deliver the package to the closest *** access point. The customer was then notified by ***, and contacted Jenna Rae Cakes. As discussed in the prior response, the customer was provided with additional instructions on how to contact ***, and what her options were regarding requesting a second delivery (that same day, or the next), picking up her package at the *** access point, or changing the delivery address. As of that point, the package remained in good edible condition, as it had been in transit for less than 24 hours, allowing for almost two more days of guaranteed freshness. Regardless of the information provided, multiple email exchanges, and the freshness of the product, the customer then contacted ***, and outright cancelled the delivery, saying she didn't want it. The customer then contacted us, demanding a refund, or that we produce a new package, and send it out to her free of charge. As the package has been discarded for health and safety reasons, and there is no guarantee that the customer will be available to receive the package for a second time, or that the customer won't outright refuse the package for a second time, we feel that we did our absolute due diligence in not only providing the package as instructed, but also provided the customer will all the information necessary to receive her package in a timely and efficient manner.