Newest Review: ... new year, but upon opening 2 of the cupcakes he told me they had no filling and that back in Canada if this happened the stores would rep... more
Disgusting customer service!
Author Name: Debbie
Advantages: Slightly cheaper than the competition
Disadvantages: Terrible customer service
I have ordered from this company a couple of times and the first time I didn't have too much trouble, even though I find the P&P of £5 for orders under £50 to be pretty expensive. However, they are not the only company to do so so I can't fault them for that alone.
My second order was placed around Christmas time and I had ordered a few items for a friend of mine as a Christmas gift, one of them being a box of Hostess cupcakes with cream filling. I only managed to get them to him after new year, but upon opening 2 of the cupcakes he told me they had no filling and that back in Canada if this happened the stores would replace the box. So I contacted the stateside candy co about this and requested a replacement. Their response was to request photographic evidence or if I could not provide this the best they could do would be to provide a partial refund. This sounded fair to me. However, upon sending them a photograph of one of the cupcakes with no filling they simply apologised and offered me a 10% discount on my next order. No offer of a replacement or refund as per their initial email.
I took this up with them and explained it was unacceptable to force me to spend further money with them just to receive a measly discount when, by law, I am entitled to a refund or replacement. Their response was that they could not replace the cupcakes and therefore they are offering me a discount and that was that, that it was a manufacturing issue and they'd keep an eye on it in future (as if that's of any help to me!). Apparently since I'd "accepted" the goods this meant I was entitled to no remedy and the discount was a goodwill gesture. The law states that if something is not as described, the customer is entitled to a refund or replacement and if a replacement is not possible the customer can choose to keep the item and receive a partial refund. Despite me saying all this to them they refused to acknowledge the law and I will never again place an order with a company who deal so disgustingly with customers who have problems with an order. To have spent £50 with them and be treated like that? I'll take my business elsewhere thanks and I recommend others do too. As you can see by other reviews their customer service is way below par.
Summary: Bought a faulty item and they refused to replace or refund