On May 21, I ordered a 19x14x6" cake box (and two other items) from Sugarcraft, Inc for a cake that I was to make for June 4. I received the order on May 26, but the boxes were 19x14x4" (two inches too short). I notified them via email within an hour of receiving the incorrect order.
I did not receive a response to my email until June 1 from Jessica S. Cunningham, but she did apologize for the error and asked how I would like to proceed. I asked for a refund since she would not be able to get the boxes to me by June 4. So she said they would refund the cost of the boxes ($9.96).
At this point, I requested an additional refund of $2.05 (the additional amount it cost to ship the boxes). The total shipping had been $10.05, but I was satisfied with the other two items. Jessica responded via email, "Regrettably we cannot issue a refund for shipping."
I would understand no refund policy for shipping if I had been in error, but why should I have to pay for their mistake. I do not believe asking them to refund the shipping for the portion of the order they screwed up is unreasonable, but Jessica made it seem like they were doing me a favor letting me keep the two incorrect boxes for which I have no use. (They legally can't accept returns for food related items anyway and I have no use for the boxes, so it truly is not a favor to me.)
She responded, "Without those boxes in your package, I can guarantee you that it would not have changed your shipping. They barely weigh anything to change the shipping charges at all. All shipping is based on the weight. If you feel us giving you free product is not enough, then maybe you should not do business with us, if that is your policy."
Again, all I requested was the $2.05 for shipping, which according to their own website was the difference the boxes made to my shipping costs. Jessica's last response was contradictory to their website and completely unnecessary... Not to mention unfathomable for an account manager. I've managed customer service for years and would have been terminated for making such a remark to a customer. I cannot believe Sugarcraft would lose a customer over $2.05 or allow their employees to behave in this manner!
Customer service sure isn't what it used to be!!!
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