I wish there was a way to give zero stars. Yes, Elle's creations are delicious. But, her business practices are completely unsavory.
I had been a great customer over the years, so when we had family coming to town for the 4th of July, I called Elle and placed an order for 5 pies and 2 dozen whoopie pies. She asked me to send her a check and told me my order would be ready for pick up at her commercial kitchen by 5 pm on the 3rd. When I went to pick up my order, the kitchen was locked up tight with no one there. I tried to contact Elle without success so left her several voicemails over the next few days and went back to the kitchen twice, also without success. Since I never heard back from Elle, I was concerned something was wrong and hoped everything was ok.
After several days of no return phone call, I called Elle again on the 7th and she answered on the first ring. When I asked her what happened, she was very apologetic and explained that she had gotten overwhelmed with completing wedding orders before she was heading off the grid for the holiday weekend, but had made my pies and had given instructions to someone else to be there so I could pick them up, but that person never showed, etc. I was understanding and not angry; mistakes happen. She insisted that she give me the pies anyway because they were already made. I told her my family was gone and I really didn't need 5 pies and 2 dozen whoopie pies anymore and that I would just like a refund. She said not only would she give me a refund, but she would give the pies to me at no cost and have them delivered to my house. While I appreciated the gesture, I told her it was unnecessary. She insisted because she appreciated "how cool" I was over the whole thing. I just wanted a refund. But she was insistent about giving me my order. I told her I would even pay for half of my order because I didn't expect to get something for nothing, and she said no, I will absolutely give you a refund. That's where things took a turn.
Someone did drop the 3-day-old pies at my house, but I never got a refund or the whoopie pies I ordered. After emails back and forth promising to resolve the issue in a manner I "so rightfully deserve," I didn't get a penny back of my nearly $125 order, and she didn't return voicemails. I even saw her at the grocery store a year after this whole thing happened and she pretended like she didn't see me. I can only assume she doesn't have the $ to refund, but don't say you will do something and not follow through. Had she been honest with me, I am sure we could have figured something out. Lying to your customers and then basically stealing their $ isn't good business practice. I won't purchase anything from her ever again. There are plenty of talented bakers in the Bozeman area who create delicious desserts AND keep their word. read more