I have never experienced this low of customer service than I did at Smallcakes Lantana.
I ordered 18 cupcakes for a baby shower. I ordered over the phone and told the employee I was looking at the website when she was helping me pick out the flavor. I picked them up the night before, just before closing and I did not open the box to check my order. That was my mistake. The person checking me out also did not open then box to show me. Something they will hopefully do every time to ensure customer satisfaction. I would have never paid for or left with these cupcakes if I had seen them prior to paying.
The first picture and description shows what I ordered. The second picture shows what I received. Clearly these are nothing like the picture or the description. I basically received a chocolate cupcake with a mound of coconut stuff gooped on top. There's not even any fudge icing. To make my situation worse the mom to be who this shower was for is allergic to coconut. There is no mention of coconut in the description, but according to the owner it's common knowledge that German chocolate means it contains coconut. That is my fault apparently.
I called them the next day (the day of the shower) right when they opened and explained my situation over the phone. She transferred me to their owner. The minute he got on the phone with me he had an attitude. I was nothing but pleasant when I called, but he clearly was irritated to be speaking to me about my problem.
After explaining my situation, I asked if there was anything he could do to help fix the cupcakes and he told me no. Not a refund, not a redo, not any type of store credit. Nothing. He was incredibly rude and short with me and offered no apologies and did not take any ownership in this mistake.
I mentioned his streak of 5 star reviews, as well as the great reviews on the local Facebook group that spoke so highly about them. And asked if he was willing to receive a poor review by not helping me fix this problem. He told me there was nothing they could do. After going round and round he finally said I could bring them in, they would scrape off the glob of coconut stuff and they could refrost them with some sort of icing. The party was in less than 2 hours, so I saw no other choice. The cupcakes I had were disgusting looking and completely unpresentable, and were unusable.
My husband went to the location for me. While he was waiting he asked to speak to the owner, who refused to come out and speak with him. Again, I've never encountered this low level of customer service before. I would like to add that the young women who assisted me in person and over the phone were completely fine, I have no complaints for them. My only issue was with the owner and the lack of respect he had for a new customer. read more