1-800-Bakery.com / unacceptable business
My boyfriend's grandfather passed away on Sunday and the funeral and Shiva was Tuesday. I live in Philadelphia and the funeral was in Massachusetts. Since it was such short notice I was not able to attend. I decided I needed to send something, so after some Internet searching I came across 1-800-bakery.com. It was a great concept, the page is filled with 100% customer satisfaction headlines and it guaranteed overnight delivery if I ordered by 2pm.
It was 11:00am on Monday and I placed an order for some baked goods and paid the $20 overnight shipping cost. I received a confirmation email with an order number and I was so happy that in some small way I could be there for my boyfriend and his family.
A little after noon on Tuesday I called the 1-800-bakery.com's customer service number and just asked if it had arrived since I never received a shipping number to track the order. I was put on hold and then told they would check on it and get back to me. 10min later I get a call from them and said it was an "oversight" on there part and thought the order was for Wednesday delivery. They offered to send it for Wednesday with no charge but I was so mad, I paid for overnight shipping, I don't understand how that could have gotten confused for anything but overnight. I was very very upset. Wednesday was unacceptable, the funeral was Tuesday and they would have never noticed the error if I never called. I called back and asked to speak to the manager, the customer service rep gave me the cell phone of the owner, Steve. I immediately called him and let him have it, saying this is unacceptable as a business, to guarantee something and then make no attempt following through with it. I would understand if it was the carriers fault if the order got out on time, but the order was simply never done. He said this "usually" doesn't happen. He was very apologetic and said if he was closer to the destination that he would drive the order there himself. I told him he has lost a good customer.