I ordered as a birthday gift for a family member. After looking for a bakery that will deliver on a Sunday I chose this company for that very reason. After spending almost £40 on a box of the “cookie pie cakes” they were delivered on the wrong day and to the wrong address (my house instead of my brothers house). During checkout I was asked to fill in the delivery adress and recipient details and select which day I would like delivery. (I paid £4.99 for selected day delivery). I placed my order and received my confirmation email. I read my confirmation email to check that everything was as ordered and did think it strange that the delivery adress was not on the confirmation, however did not think much of it as I know I had inputted it at check out. I later found that the delivery adress was on the confirmation email however it was in a tiny tiny box at the very bottom of the email in right hand corner. Below all other less important information. The order confirmation did also clearly state nominated day delivery for Sunday 6th for £4.99.On Saturday 5th I came home to a parcel addressed to myself and when I opened it, I discovered it to be the gift I ordered for my brother. I immediately tried to contact the company however there was no contact number whatsoever so I was forced to send an email. I did not receive a response until 2 days later which is when I was quite abruptly and rudely told that because I have used Apple Pay at checkout, my adress had been overrided and “it is not there fault that my Apple Pay settings are wrong on my device” (I checked my phone settings and cannot see any trace of such thing). They also went on to say that the delivery date was moved to Saturday (without my knowledge) because they don’t deliver on Sundays and this also isn’t their fault because “it says so on the footer of every page on their website” (it doesn’t).I replied back to say I understand that the Apple Pay problem may not have been a first hand mistake of the company, however it does seem to be an issue with their website and due to this they should either not accept Apple Pay, have a notice at checkout, or make the delivery address much more prominent on the order confirmations. I also think that if they do not offer Sunday delivery (which isn’t stated anywhere on the website at all) they shouldn’t allow it to be selected let alone put it on the confirmation emails. Aisha from the customer service team who had been dealing with my case got back in touch to (not even apologise) but continue to place all blame on me. I was very disheartened by the lack of empathy regarding the situation. I was offered 50% credit (not even refund 50% refund) of the cost of my order. When I requested credit of the full amount, I was declined. I feel as though this company should value their customer’s experience much more than they have shown to. And accept that what has happened to my order could be very quickly resolved by a replacement box being sent to the correct address, or giving me credit of the amount to reorder myself. Because the box was delivered a day before it was supposed to be, I was unable to send the gift until two days later. Which therefore didn’t arrive until a day after that. Resulting in a fairly stale box of very expensive cookies being sent to my brother as his gift and myself having to pay two lots of delivery for it. Even if the company refuses to take responsibility for the Apple Pay error, I feel as though it is not unreasonable to ask for a the full amount in credit solely due to the delivery date problem. And now the way I have been spoken to and very rudely blamed by their team. I hope that the company will see this review and take action towards how they deal with similar problems in future.
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