A birthday is suppose to be a joyous occasion but on 6 Feb 2012 our day was completely ruined by their appalling customer service.
We placed an online order and chose Earlwood branch as it is nearer to our delivery location. We were feeling really anxious when our order was an hour's late (requested delivery between 11am - 12noon, the courier finally arrived after 1 pm). So we called up the company. The staff immediately got all defensive and claimed it's not their fault as they weren't the one who took the order, went on about how they didn't know who processed my order and that mystery staff did not write down my requested delivery time on their order receipt. They went on and on how it's not the company's fault that the other staff were late. We hadn't even started the finger pointing yet, all we needed to know is whether they were able to provide a quick resolution.
What is a customer suppose to do when their cakes were late and the celebration had to be halted and not knowing exactly when the cakes would arrive? After repeated calls and many calls unanswered, they finally picked up the phone again, this time they failed to inform us the time the other staff collected the cakes (they said they would, and we needed this info badly so we could inform the relevant people about the delay and the amended starting time. With a callous tone, they said they were simply too busy to call us back).
As if being late wasn't enough, they had to screw up our order too. When the other staff finally arrived, we realized that there were several problems with our order. There were short of 10 assorted cupcakes. And they gave us all vanilla when we specifically ordered half of the them in chocolate. At this stage, we were pretty upset with the numerous problems on our first order with Cupcake Factory. What is most upsetting is the appalling attitude we received from their customer service staff.
Called up their HQ, called up Earlwood several times, nobody picked up the phone, left a msg with their HQ, never got back any reply. Finally we gave Earlwood another call and the same staff went silent on the phone after we told them what happened, not a word of apology nothing, just silence on the other end and we had to say 'hello' a couple of times to check if they were still on the line. With sarcasm, they told us the baking staff just came back from their 2 weeks holiday so perhaps they were confused. We were rather annoyed by their many excuses and they went on and on without offering any solution or even an apology. The last straw was when they retorted back that "Accidents do happen! Haven't you had any accidents in your life before?!" We were completely gobsmacked. We would appreciate if their company would first admit the mistakes and stop shifting the blame on others and finding lots of excuses and even went to the extent of arguing with the customers instead of trying to solve the problem.
At this point, we decided we couldn't communicate with them any more, and asked to speak to someone else, someone who was able to offer us a solution. The baking staff on the other hand were apologetic and offered to personally deliver the missing cupcakes and added extras as an apology. We appreciate their sincere effort in rectifying the matter. However, we are left with distaste the way their customer service treated us. This will be our first and last time order from this company and we'll make sure to feedback to everyone we know so no one will undergo this type of service like we did. Never have we encountered such a rude and appalling service from a company.
I almost forgot to mention, the staff also repeatedly shouted on the phone, "We ARE a very BUSY company! We are a very BIG company you know!"
Such arrogance and rudeness. Rest assure that us, along with many others won't patronize their company any more.