I rarely leave negative reviews, but this experience was disappointing enough that I felt it was important to share.
After waiting approximately an hour for my order, yes it was a larger one, the first set of drinks was handed to me in an extremely flimsy drink carrier. Within seconds of taking them, all four drinks spilled, soaking my dress and the interior of my car. It was a complete disaster.
What upset me even more than the spill was the response afterward. I immediately called out for help because I needed paper towels or anything that could help me clean up the mess before the drinks soaked into my car. There was no sense of urgency, no apology, and no empathy. Instead, I felt like I was left to handle the situation entirely on my own. Two weeks later my car is still sticky, smells strongly of caramel and I'll be out $300 to get my car detailed.
When I later called to ask about a refund, I was told that they couldn't refund me because they're a small business and "can't afford it". I was also told that I was the one who spilled the drinks, that they didn't want to get in my way while I was cleaning my car, and that they were too busy with other customers and a delivery. I completely understand that small businesses can get busy, and I genuinely try to support them whenever I can. However, being busy doesn't excuse poor customer service or a complete lack of compassion when a customer experiences a major issue immediately after receiving their order.
Accidents happen. If someone had simply apologized, offered more than one paper towel right away, shown some urgency, or even tried to make things right with a refund, I probably wouldn't be writing this review. Instead, I was left with a stained dress, a messy car, and the feeling that my experience simply didn't matter.
I've worked in customer service myself, and I know that how you respond when something goes wrong is something people remember. Unfortunately, this experience fell far short of even the most basic level of customer care. read more