"Great place and cupcakes. Ordering online SUCKS!!!! Out of the 3 orders I have made online ALL have been problematic. 1st order was a delivery and it was incomplete, I had missing cupcakes, even when I added on the instructions to select any cupcake if my options weren’t available. When call you the store they help, but I had to drive to the store to pick up what it was missed… no service recovery just a “sorry for the inconvenience.” The 2nd order I placed it online, come to the store, and the employees was sitting playing/using her phone, my ordered had been received 40min prior. And you guessed it, it was not ready at all, the excuse, we just got the order… does it really take 40 min for an electric transmission of an order??? 3rd order today, Tuesday 10/19, order placed 30 min before pick up, came after the pick up time. Order was not ready, the employee once again, while opening the work phone/electronic said, “oh we just got it, when you put an order we have to wait for her to send it to us”, who is her? It was an electronic order that I am sure transmits automatically without the intervention of an assigned employee waiting for online orders to pop up to then send to the employee. And if that is true, then the system needs to be automated, and notification needs to be improved.I explained the issues to the staff, she got defensive blame it on “her” not sending the order on time and that “it takes the same time if you do it online or at the store.” My reply was, I needed to save time, come and pick up, not come to wait to leave. Terrible ONLINE system, as well as unprofessional staff that does not know service recovery or conflict resolution…"
