Local Guides World
Naomi E
1 reviews on 1 places
I have bought cake for delivery from Sweet Something Vancouver for years and ordered the same cake from them six times. However, after my experience on December 12th with the owner Donna while trying to sort out delays with the delivery of a cake someone had gifted me, I’d honestly go as far as learning to make the cake myself before I ever give them my money again.
My partner ordered a cake for me from Sweet Something Vancouver on December 12th despite being allergic to eggs. It was a surprise gift to lift my mood after dealing with some trauma. However, Donna was so rude, dismissive and condescending that I ended up in tears while she continued to go on saying the issues with the delivery were my fault even though I went outside to meet the delivery driver as soon as I was told he was there.
The procedure that whoever processed the order followed was different than usual. Usually, they call the person who ordered in advance then send an Uber tracking link to whoever will be receiving the order and the delivery person buzzes upon arrival. They were given my number but never contacted me prior to the driver's arrival - Donna insisted that they did and that I was being untruthful, unwilling to consider that it was my partner who they might have contacted, and even though she herself told me it was a gift after the reason she gave for calling was met with confusion.
The driver initially called me at 4:52pm but I was away from my phone. My partner was on the phone with the driver for several minutes trying to get him to use the buzzer before I saw his missed calls. I called back twice at 4:58pm and 5:00pm but he would pick up and say nothing. I went downstairs at 5:00pm immediately my partner asked me to and there was no one in front of my building in a car or otherwise. I didn’t know about anything going on until my partner told me to go outside to pick up an order. They said the driver seemed confused and refused to buzz like the instructions stated, suggesting to my partner that there was no buzzer at the address he was given. Donna called at 5:09pm. I didn’t even know a cake was being delivered until Donna called using her personal number and stated the name of the business.
Donna told my partner that my name was on the bag alongside both of our numbers, so I assume the driver thought it was all one person or that one of us was from the store - the language barrier and everyone hopping between calls also made things challenging. Everyone involved was confused, and that was ultimately because they didn't follow the order instructions where my partner specified that they should contact me to sort out delivery details, so it seemed Donna and the driver kept mistaking me for my partner. By the time we convinced the driver to just return the cake since he was being enigmatic and couldn't confirm what address he was given for delivery, he said he was in Surrey on his way home and it was 5:30pm. Based on what she texted my partner to say later at past 10pm on the same day, the driver himself told her that the delivery address he was given "did not exist" when he eventually returned the cake.
All of this could have been rectifiable and I would have been accommodating if Donna had been kind and had any customer service competency. However, during the call earlier, Donna blamed me for the issues with the delivery. She was belittling and interrupting me during our phone calls. She said things like “I’ve already paid for delivery once and it’s not my fault that you think everyone is out to get you and you can’t just pick up a phone call” when tried to explain the situation further because I had mentioned that I missed his initial phone calls and didn't call back earlier because I thought it was spam. She seemed to think I was her child and not a customer, so I will not be supporting her business going forward.
Please also note that my partner has not been issued a refund or received proper response to the follow-up email we sent five days ago.
My partner ordered a cake for me from Sweet Something Vancouver on December 12th despite being allergic to eggs. It was a surprise gift to lift my mood after dealing with some trauma. However, Donna was so rude, dismissive and condescending that I ended up in tears while she continued to go on saying the issues with the delivery were my fault even though I went outside to meet the delivery driver as soon as I was told he was there.
The procedure that whoever processed the order followed was different than usual. Usually, they call the person who ordered in advance then send an Uber tracking link to whoever will be receiving the order and the delivery person buzzes upon arrival. They were given my number but never contacted me prior to the driver's arrival - Donna insisted that they did and that I was being untruthful, unwilling to consider that it was my partner who they might have contacted, and even though she herself told me it was a gift after the reason she gave for calling was met with confusion.
The driver initially called me at 4:52pm but I was away from my phone. My partner was on the phone with the driver for several minutes trying to get him to use the buzzer before I saw his missed calls. I called back twice at 4:58pm and 5:00pm but he would pick up and say nothing. I went downstairs at 5:00pm immediately my partner asked me to and there was no one in front of my building in a car or otherwise. I didn’t know about anything going on until my partner told me to go outside to pick up an order. They said the driver seemed confused and refused to buzz like the instructions stated, suggesting to my partner that there was no buzzer at the address he was given. Donna called at 5:09pm. I didn’t even know a cake was being delivered until Donna called using her personal number and stated the name of the business.
Donna told my partner that my name was on the bag alongside both of our numbers, so I assume the driver thought it was all one person or that one of us was from the store - the language barrier and everyone hopping between calls also made things challenging. Everyone involved was confused, and that was ultimately because they didn't follow the order instructions where my partner specified that they should contact me to sort out delivery details, so it seemed Donna and the driver kept mistaking me for my partner. By the time we convinced the driver to just return the cake since he was being enigmatic and couldn't confirm what address he was given for delivery, he said he was in Surrey on his way home and it was 5:30pm. Based on what she texted my partner to say later at past 10pm on the same day, the driver himself told her that the delivery address he was given "did not exist" when he eventually returned the cake.
All of this could have been rectifiable and I would have been accommodating if Donna had been kind and had any customer service competency. However, during the call earlier, Donna blamed me for the issues with the delivery. She was belittling and interrupting me during our phone calls. She said things like “I’ve already paid for delivery once and it’s not my fault that you think everyone is out to get you and you can’t just pick up a phone call” when tried to explain the situation further because I had mentioned that I missed his initial phone calls and didn't call back earlier because I thought it was spam. She seemed to think I was her child and not a customer, so I will not be supporting her business going forward.
Please also note that my partner has not been issued a refund or received proper response to the follow-up email we sent five days ago.