BAD CUSTOMER EXPERIENCE/SERVICE
My family and I ride horses at Lake Camanche and live in Wilton, so we drive past Clements on every trip. We almost always stop on the way home and either buy something from their bakery or the store - pies, jams, produce, etc). We have loved their products and the down home feel of the place.
However, this past Saturday (Nov 24th) and bought an Apple Crumble pie for ourselves and a RazzleBerry pie for the following day for my father-in-law's 75th birthday - this is his favorite pie!! We we're told not to cut the pies for 12 hours as they had just come out of the oven. My family started eating the Apple pie Sat night and found out that it didn't look like a typical "Crumble" pie (or taste like one) but we figured oh well. BUT, the following day we took the RazzleBerry pie to the birthday lunch. When we cut it open, it was completely watery, the crust was mush, and quite frankly, it did not taste good!!
I called as soon as we got home to ask for a refund and a person named Avery answered. He didn't identify himself as anything but an employee, said he'd have to talk to the owners and would have someone call me back the next day. Monday came - no call, I called Thursday morning and Avery answered, when I asked to speak to an owner, he said "I am an owner". He also said that after conferring with his mom and dad they could refund the 1 pie (RazzleBerry), but not the other as it looked just like the rest of "their" Apple Crumble pies, based on the pics I emailed them. At that point I asked for the main owner to call me. This wasn't right - we are talking about $32 worth of pies, not hundreds, and it ruined the dessert for the 75th b-day party.
Mick McQueen, the Owner called me right back and I tried to explain the same thing to him (and that his son had NOT identified himself as an owner), but wasn't willing to budge on the refund and actually got a bit belligerent with me raising his voice telling me how I had been told 5 or 6 times that they wouldn't refund both pies, but he was doing it by just talking right over me!! I told him that this was just not good customer service!! I've been a long time customer, you would think a refund of an extra $16 wouldn't be a big deal - we weren't talking hundreds, just $32.00!! I have never met a small business owner (I also shared with Mick that I was a small business owner who relied on good customer service and my reputation to gain customers), treat me so bad and act so disinterested in making things RIGHT!! Again, we are talking about an additional $16 that would have kept me as a satisfied, loyal customer!
I would NOT recommend this business to anyone!! Spend your hard earned money elsewhere! read more