Gourmet cake with shipping issues, not my first choice for a good combination.
Written: Apr 02 '07 (Updated Apr 02 '07)
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While looking for something to send to a relative receiving an award, I came upon Bake Me A Wish. Their home page says they send things overnight and freshly baked. Don't believe it. I ordered a cake, filled in the recipient's information, paid and I thought things were looking up. Nope.
I didn't receive a confirmation email saying my order was received. Warning signs go up in my mind. When I check the site the day before my order was to ship, imagine my surprise when my order had shipped! It was shipped the day before I thought it would be shipped, not the overnight shipping that I was led to believe off the home page (and what I paid for, or so I thought).
While I was able to find my tracking number on the Bake Me A Wish website (through my account), I saw where the cake was at during it's journey to the destination. I was never told by Bake Me A Wish that my order had shipped. The customer service doesn't seem too concerned about service to let me know anything, but is content to let me find out about it on my own. I wonder about those people ordering who don't follow up?
The cake is received and once unpacked, there is a placard saying things must be defrosted before consuming? What? What about this fresh baked item that I read about on their home page and supposedly ordered? According to the recipient, the cake tastes great. The chocolate is very rich, but still good. I should be happy that the recipient is happy, but I'm not.
I emailed Bake Me A Wish to ask about the shipping and semi-frozen condition. Here's what I received in return:
"We are very sorry for your disappointment in your order with us. Every customer's comments are very important to us. We are sorry about you not receiving an email confirmation. They are automatically generated and on a rare occasion it is not transmitted but if you had let us know we could have manually sent you a confirmation.
We did also check on the method of shipping. We see that you did not pay for overnight shipping and paid the basic shipping which actually does not even cover the charge to us from Fed Ex. The cakes are shipped with cold gel packs and special linings to ensure the high level of quality.
Once again, we are very sorry for your disappointment."
Okay, so now it's my fault that I didn't notify them about the lack of confirmation. My fault that I didn't pay for better shipping (I was told to upgrade for guarantee delivery of your gift before 12 noon for $20, but I wanted it there by the end of the day). So, the buyer is to assume that the order will be sent anytime that is convenient for the company? What about the fresh baked item? My fault that they don't charge enough for Fed Ex? Had they just told me that the item had to be sent earlier to accommodate the distance, I would have been fine with it (company is on the East Coast, the recipient in California). It's the no notice that I have a problem with.
I'm sorry, but if you have a customer that's not happy, you don't just email and make them feel like they're the ones to blame. I plan on pursuing this further, as I'm feeling offended. I'll post updates.
If I need to order a cake and send it long distances, I won't be choosing this company.
UPDATE::
I called Bake Me A Wish's toll free number. I talked with a representative, and read my original email to him. I then read his company's response. He wasn't happy with his company's response! He was going to (so he said) talk to whomever responds to emails about the way things were worded in my email. He also credited the amount I paid for shipping, $15.95 to my credit card. I'm feeling better about the situation, but still not thrilled that one has to jump through so many hoops to get things settled. Just put it in plain writing on the website, and things would be so much easier.
Recommended:
No
What product did you purchase or try to purchase? Chocolate Mousse Cake
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About the Author
Reviews written: 6
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