I have ordered from sugarcraft twice. The first time it was a small order, less than $50. I had ordered some lemon extract and other items. When the box arrived, it showed signs of extreme damage, and liquid that had dried on the box. I didn't want to jump to conclusions, so i opened the box. The lemon extract had been broken, from the top of the plastic lid. This was not some type of damage that could have occured from the extreme way usps or ups handles the boxes. This was very noticable as soon as i picked up the bottle, checking for any cracks in the bottle itself. None. I tried to be very polite, telling who ever answered the phone, that it was 'misshandled' at the "warehouse" and that the damage was not done by the carrier. This person argued that they inspect all their items before going into the box. I told her that it could have been a simple mistake, but now i have lemon extract all over the other items, and NO lemon extract in the bottle.
I asked her to please send me another one. She argued with me that it was only $2. And some cents, why? I still remained calm, and politely stated that the lemon extract was dry and the residue was what was sticky, which leads me to believe that it happened during packaging. She said very rudely and snudish, we will refund your $2 and cents, and then hung up. OK, i got my refund 2 weeks later.
The second time, which was last week, 1-17-08, i placed a order for a upcoming cake competition. I was giving them a second chance, maybe they had a bad day the first time. No. I recieved a call early am, which i am on the west coast, stating I had given them a bad credit card address for billing. I called them back, explained to them that we had recently moved, but i was sure that the address was correct, but i had put on the 'notes' section in the order confirmation, to call if there was any problems with this, as the move was noted. The lady asked for the old address, i gave it to her, and she said hold on let me see if it goes thru, which i completely understand. It did, and she politely stated, thank you and by the way, you need to call your bank and change your address, goodbye.
A bit rude, but maybe she was also having a bad day. I checked my bank account, they had charged me twice, both on HOLD from my bank. The next day, I recieve a voice mail stating that the cornelli lace pin that i had ordered wouldn't come in till around the end of jan, and they were going to completely put the entire order on hold.
I called them back, asked them to please, just take the pin off the order and to ship it. She said no problem, thanks bye. I check my bank account, they charged the entire order. I called them again, asking them why, they stated that they charge the full order, then when a item isn't in the packaging, they will refund the item amount and readjust the shipping. Ok, I recieved today-1-28-08, a email confirmation from the UPS company, they didn't refund ANY MONEY nor any SHIPPING charges. The entire order was billed to me and NO refund was given TO DATE!
I don't suggest anyone buy from them as their products are mid-grade, and their prices are sky high. Their customer service stinks to high heaven. I am on a cake chat forum, and i have told over 700 people about their horrible service. I doubt many will order from them, as others have had this horrible experience themselves.
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