Two years ago I found out about a wonderful magical local company that deliveries warm cookies to your front door. I was happy to check their website and find that they also have vegan cookies. Since then, my family has been ordering cookie and sharing of their goodness with our fam and friends. Many of which are now fans. I have never had an issue with their baked goods. Even the packaging is adorable; they put cute stickers and messages on their boxes which adds an extra special touch to the delivery. I am a sucker for great customer service. I typically order 1 dozen vegan cookies. Last week, however, I ordered a bigger order: 2 dozen vegan cookies, 1 dozen non-vegan, and 6 brownies to share with my parents and a few other folks. As usual, the cookies were yummy but a totally different story on the brownies. The brownies were hard and brunt on the bottom and per Mom, they also tasted burnt. Mom was disappointed but I told her, not a problem, we've been supporting this local business for a while and they will probably replace it on our next order since they are not edible. Man-oh-man was I wrong. I reached out to them only to be told that they do not do refunds (which was not my request). I was asked if they could replace the brownies with a dozen cookies (they are the same price; $19.00). They offered me, instead, a coupon code of $5.00 off of my next order. I thanked them for the $5.00 off but noted that it does nothing for the 6 inedible burnt brownies that have been paid for with money that didn't come for free. This correspondence was via text message. Then I get the following response vis email:
" Hi Larrisa!
Our Executive Chef has a very high standard of quality for the products he bakes and we would never deliver a product that is not edible or put an item in a box that was burnt. The Chef ate the extra brownies he baked right along side your order and disagrees with your claim. We provided a $5 coupon for the inconvenience it may have caused, but we will not be providing a full refund. We appreciate your continued support.
Have a healthy safe day,
Gynae "
I found it interesting that the Executive Chef enjoyed what was perhaps the only edible brownies from the batch. My response was: "This is ridiculous...
The entire State of California is on lockdown and we've been huge supporters of your baked and have shared this with our fam and friends apparently, this is where the Lovefeast with your brand ends. I will share this with my fam and frenz as well. I wish you the best.
Larrisa"
Excuse me, but I'm a regular customer and have referred other raving customers to your company, purchased almost $80.00 worth of goodies in this order, not asking for a refund; just a replacement on the next order and your Executive Chef is disputing the fact that the brownies are burnt. Hmmm, I don't see the logic here. This is an example of throwing the baby out with the bath water. Even with a picture, I didn't receive a response. Whatever the case, I will no longer be supporting this company. I used to purchase from an online company that sells frozen vegan cookies that I can just pop in the oven when I'm ready for hot cookies but once I found a local small business, I went with them instead. This will no longer be the case. I just ordered 5 dozens from the online company which included a $5.00 welcome back coupon which I didn't even use.
Even the picture I sent them off the burnt brownie bottoms didn't warrant a response from this place. read more