“I ordered a basket with additional items requested - (a cake and parmesan cheese) to go with the pasta, sauce and wine already in the basket. I did not receive the extras, the cake was substituted for a banana loaf and the cheese was not included. I ordered well in advance of the housewarming I was acknowledging. So I did not need same day or next day delivery and opted for the longer deliver option. I am okay with substitutions, especially in times of a pandemic, but I am not okay with missing items. I am also not okay when you enquire about them, to get a letter that focuses on shifting blame to the customer and to the pandemic. The email follows, when I questioned the response, I got a flippant response with my refund. I challenge the company to do better. I have had other companies reach out when items were not available. With technology, it is not an unreasonable expectation.
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Thank you for contacting us.
We couldn't be more grateful to all customers who choose to entrust us with delivering orders to their loved ones during these troubling and concerning times in the midst of the COVID-19 pandemic.
We are sorry to learn that you are not satisfied with the products delivered. In addition to a dramatic influx of orders resulting in unusually high volumes as more customers turn towards online purchasing, several of our regular suppliers and partners on whom we rely to restock products have temporarily suspended operations over COVID-19 concerns.
We recommend all our customer who choose to ship perishable good to do so via the fastest method of 1 business day transit or overnight . Your transit method was 4 business days . This then becomes a health hazard as it can become susceptible to covid -19 and other variables in transit . As per our terms and conditions , our basket makers can make an informed decision to ship a non -perishable item of the same value.
This development, in addition to our regular substitution policy which stipulates that we reserve the right to substitute products with the closest available alternatives when necessary, may result in you receiving items that partially or wholly differ from their original product descriptions. Refunds/exchanges will not be issued for items that have clearly been substituted.
Although it is simply not feasible for us to contact all customers beforehand to discuss potential substitutions, we are pleased to assure you that utmost care is maintained when making such adjustments on your behalf, which in turn ensures that orders are delivered as quickly as possible.
We apologize for any inconvenience and appreciate your understanding during these unprecedented times.
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The response I received to my questioning the banana loaf as a substitution for the cheese AND the cake
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Ok we can provide a refund for the cheese if not received $10.30
Please confirm you have received this email so I can get started with the refund please.”
