Sugarcraft
Mystery billing error and I have no product! Ripoff

OMG ladies, I feel your pain with this company! This may be lengthy, but I have to say something. I ordered from Sugarcraft for the first time ever on 9/10/06, with the assumption that they were a reputable baking supply company (I usually use Wilton). I ordered some rectangular cookie cutters that I want use to make edible photo cookies for my wedding favors. The order itself went through just fine (or so it seemed) and the same day I received an email invoice and confirmation as follows:

Invoice number: 126321
Date and Time: Sun Sep 10 10:29: 44 2006

Item: Details: Quantity: Each: Item Total:

#5258 Rectangle stainless steel 1 $ 4.79 $ 4.79
cutters, 3 pc set

ESTIMATED SUB-TOTAL: $ 4.79
ESTIMATE SHIPPING COST: (SMALL PACKAGE-NO INSURANCE 6-10 weekdays) $ 5.05
Grand Total (ESTIMATED): $ 9.84
Prices are subject to change without notice.

So I said, 'Okay, cool I just have to wait a couple weeks and it will be here.' Well, 2 weeks turned into a month and I still hadn't been charged for the product or received it. So I sent this email to them and was not particularly happy at all:

"I would prefer a phone number to contact you in the future. Besides that, I ordered this product almost a month ago on 9/10/06 and I have not yet received it. They were rectangular cookies cutters. Thank you."

This was their reply:

"We emailed you 9/12 the following, please correct:

INVOICE NUMBER * 126321 *
*PROBLEM PROCESSING - Do not reply to this email. It will be deleted.

"The sale voided out. Address problem: We must type in your address as provided by your credit card company for electronic payments. This can be an old address or even a wrong one. If you call your bank they can verify.

Please call between 9:30-4 EST: 513-896-7091 to correct it. You must have your invoice number handy when calling. If you do not wish to phone, the order is cancelled and no reply needed. The Staff at www.sugarcraft.com"

Say, what?
First of all, I NEVER received an email from this company on 9/12/06 telling me that the sale 'voided out' (??), because I would have called them for sure to rectify and this company would not be a thorn in my side right now.

Secondly, if their was an address problem when I first placed the order, the order should not have gone through and an invoice sent to me confirming the availability of the product. Their payment site is obviouly not very secure for something like this to occur. I haven't been charged, but I'm freaking out now because this company still has my credit card information. So I was so confused and irritated by this point that I felt it necessary to email back (since you can't CALL them to discuss it). I wrote the following:

"I have not received this product from your company, I ordered it on 9/10/06 and received an email receipt from Sugarcraft on the same day. I received absolutely NO FURTHER emails from Sugarcraft on 9/12/06 stating that any sale I made voided out.

I do not appreciate the vagueness of the response from Sugarcraft and are not happy with this company's response. You either have this product or you do not, which is it?

Whether or not my email electronic address matches the one on my credit card, has no bearing whatsoever on my purchase with you. The BILLING and SHIPPING address I gave when I ordered does coincide with my credit card information. There should be no problems with the info I gave when I ordered. The order would not have processed and I would not have received a receipt from you if it things did not match up. So, I would like to know when this product will be shipped to my address. Thank you."

Here's the response from sugarcraft (or should i say sugarcrap!):

"The "Bearing" this has on your purchase is that we cannot get paid for it. Sorry if this is short, but there is nothing else we can say.
The Staff at www.sugarcraft.com"

I was absolutey mortified that this person would think to even respond to me in this manner! Someone needs a good lesson in how to properly handle and calm a customer who is not happy with the products (or lack of, I should say) that they purchase from them. How do they run a business this way? Was this the 'wonderful' Delores person that I keep reading about? She would have been fine with me if she would have just kept her attitude in check, what a miserable person she must be, or whoever it is that runs this business. I can't even believe the poor woman with the gift card episode, that was so uncalled for! Sugarcraft has no business running a business!

So, ladies, should I go ahead and file a complaint with the Better Business Bureau, citing confusing and deplorable customer service? I see that there are 24 complaints against them in the last 36 months. I may make it an even 25 for them. So in a nutshell, even though their website looks legit (even though it's not user friendly)...

Do not purchase products from this company!

Company: Sugarcraft
Country: USA
State: Ohio
City: Hamilton
Address: 2715 Dixie Highway
Phone: 5138967089

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