Delivery
No
Payment
Credit Cards Accepted
Parking
Parking Lot
Good for Kids
Attire
Casual
Alcohol
Reservations
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05/07/2021 - Kelsey
Edit to add: despite their public response via Google, this company did not apologize for being rude or for anything other than addressing me by the wrong name (after I corrected them) and for my event that was cancelled, let alone in 5 of our email exchanges. Even in their public response, they did not acknowledge any of my provided screen shots or how their refund policy makes any sense. There are plenty of other long standing local businesses who help their community that I will gladly support, “Landmark” or not.
I wish I could leave a review for the actual product this bakery sells, but unfortunately I never got that far. If I could leave less than 1 star, I would- based on my customer service experience.
Initially, I submitted an inquiry online to see if they had any availability for the date of my small event. To my surprise, because of the short notice, they were able to accommodate and I was very grateful.
Unfortunately our event was cancelled due to Covid, and I emailed to politely cancel the order and request a refund. The Cake Box responded promptly, which I appreciate, however they informed me that they would not refund my order. Instead they offered a credit that I can use within 6 months, and directed me to their Refund Policy on their website.
I had read the policy before ordering, and reviewed it again after I requested to cancel the order. The Refund Policy specified "Once a pickup order has left the Cake Box bakery, absolutely no refunds will be issued." I understand it is not ideal to cancel an order 2 days before pickup, and I did express my sincere apologies, but my order had not been picked up. Therefore, I did expect them to honor the refund.
At this point, I mentioned that maybe I had missed part of the policy and asked for clarification or for them to guide me to the specific area of the website they kept referring to. The person responding never once showed me specifically where this policy was stated, besides mentioning that they have it "posted at the bakery" (though their website also says they are only "OPEN for Curbside Pick Up, Delivery, Online, Email & Phone Orders"- and I was a first time customer who placed my order over the phone).
Furthermore, the credit in the emails was said to expire in 6 months, when the website specified 1 year maximum. So not only did they point me to the Refund Policy, but their Order Credit Policy was inaccurate. When I pointed this out via email, they said the policy had changed stating: "Hi Kelly,
During hi Time Covid we offered one year, the prices change so often and what we purchased that we went to six months I'll have it changed on the website..."
Not only was I addressed by a name that is not mine, but they incoherently tried to explain why what they were telling me did not match the policy I was repeatedly directed to.
Not even one hour later, I returned to their website and they had changed the Order Credit Policy! I have screenshots of the website before and after the policy was updated. When I mentioned how quickly they so conveniently updated their policy after denying my request, I was met with this audacious response:
"Dear Kelsey,
Because you had difficulty in understanding our policy, I advised our technical team to spell it out a little more specific, we have never had anyone not understand our policy, but we don't want to exclude anyone. We've been here 48 years serving Los Angeles, Orange county and San Diego county, your credit will be good for one year. Thank you for your understanding." (Screenshot attached)
Never in my life have I encountered such condescending and indignant responses from a company, this was very disheartening and also infuriating.
This experience quickly spiraled from what could have been a positive exchange leading to repeat business, to a negative encounter so horrible that I will do everything I can to prevent anyone else from experiencing this place and this type of treatment from a long standing establishment. Get your baked goods literally from anywhere but here.
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