So let me just start by saying I've always loved going to Gertrude hawk for my pecan turtles ( which are pecans, caramel, covered in chocolate).
For one of my stocking stuffers my husband had gotten me 1 pound of these chocolates that I Love.
I opened them up and took a bite and to my surprise there were cashews not pecans.
I called twice to the Gertrude Hawk store where my husband purchased them in the Galleria Mall at Crystal Run in Middletown NY. The two times I called a girl by the name of Lisa answered and I said I have a quick question for you about something that we purchased there. She told me I can wait on hold because she has customers she has to take care of first or I can call back later. That was told to me the two times I called.
I feel that a customer is a customer whether or not your calling or standing in front of you. I've been in the store before where other employees told us to hold on a moment because she had to answer the phone.
I think Lisa should have just let me ask my question being that I could have gotten my answer right then and there. By the way, the question was going to be " my husband asked for pecan turtles but the girl gave him cashews instead, id like to bring them back for what it was suppose to be." I think the customers in the store could have waited a minute or two for that phone call.
I'm hoping the manager reads this and reaches out to me about this. It was over $27 for this mistake by a Gertrude Hawk employee not our mistake.
It's all about customer service, maybe they should have training on that. It's all about customer service people. Will never go there again read more