Cookies By Design

Similar to spragueg, the customer experience from this business was ridiculous and beyond unacceptable. I placed an order online on the evening of 12/21, but my order wasn't available for delivery until 12/23. Because the delivery site was a sales office at a brand new residential complex, I was concerned that the delivery people wouldn't be able to find the address on their GPS. I called the bakery on 12/22, and was brushed off by the staff person. On 12/23 around 3:30pm, I hadn't heard anything about the delivery from the bakery or the recipient, so I decided to call to confirm that the delivery took place. Apparently, the delivery people came about 10 min before the office opened, so instead of waiting the 10 minutes, they skipped the delivery. Whether they were going to try to re-deliver later in the day is questionable, because by that time it was already 4pm. I expressed my disappointment that there was no attempt to try to contact me to let me know that delivery was attempted but didn't happen, or that the delivery might not happen that day. There were no apologies, but the person on the phone was nice enough. Then some woman called me a few minutes later, almost berating me and telling me ""how it was"" - that it was pouring rain and it wasn't her fault that the delivery didn't happen, etc. etc. When I tried to explain that I was more upset at the lack of communication and professionalism, she said to me, ""You obviously don't understand...you don't seem to get it...it's not my fault...you this, you that"" instead of, perhaps, ""I apologize that we haven't been able to deliver your extremely expensive, overpriced, basket of cookies yet, but the weather has been extremely bad, and we're trying our best. We are more than willing to offer you for the inconvenience."" What's worse is that I found out the person who was basically yelling at me was the OWNER (Karen). Obviously, she believes her cookies are like diamonds, and people should be grateful to get them, even if it's days later. Based on other reviews I've read about this place, I'm surprised this Karen chick hasn't taken the hint yet. more

I just had one of the worst consumer experiences I have ever had in my life. I ordered get well cookies for a friends' son who had just had major surgery at Cedar-Sinai. In the address for delivery I included the information that the boy was in Pediatric ICU. \r I was contacted the day of delivery by the store. The woman informed me she had called the switchboard at Cedar-Sinai and was told my friends' son was not a patient. I then called the hospital and spoke with a nurse in pediatric ICU to confirm he was there. I called back the store and told them the boy was in the hospital and his room number. I even gave them the phone number of the nurses' station.\r I was called back an hour later by the owner of the store, Karen. She spoke to me in an extremely caustic tone, basically reprimanding me, telling me her delivery man had tried to deliver the package 3 times and was rebuffed because cookies and balloons were not allowed in ICU. She would not allow to get a word in edgewise. I finally got a word in between her berating remarks, explaining to her I was never told by the store they could not deliver this package, only that they could not find a record of the boy as a patient. She continued to rant extremely rudely, and when i told her i would be complaining to the corporate headquarters (which i have), she proceeded to hang up on me.\r I had to call back and talk to someone else just to get the gift she was STILL charging me for delivered to my house. \r Personally, I had no idea gift baskets of this nature were not allowed in ICU. My first complaint is that i would assume a gift shop across the street from a hospital would know such a gift is not allowed in an ICU and would contact the consumer before attempting to deliver it. However, I would have understood about the mix up if I had been spoken too with any manner of grace or kindness. \r My primary complaint is the incredibly rude and mean way I was spoken too. DO NOT USE THIS SHOP.\r That anyone would yell at a customer over a gift for a small child in ICU is appalling. \r \r Cons: Incredibly rude staff more