ComplaintsforSensitive Sweets

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 13, 2022, I placed an order for 6 assorted cupcake cups to be delivered to a friend for her birthday. In the order, I requested them to be delivered ASAP. On March 16, 2022, I received an email that the order has shipped and confirmed with Sensitive Sweets that the order was expected to be delivered on March 18, 2022. I received a notification on March 18, 2022 that the item was delivered via ***** at 2:48 pm EST. On March 20, 2022, I contacted the recipient to confirm whether she received the delivery, which she did not. On March 20, 2022, I contacted Sensitive Sweets, advising them the recipient never received the delivery and to advise accordingly. Sensitive Sweets responded to me on Monday March 21, ******************************************************* stolen packages and to reach out to ***** to file a claim. I have created a claim with *****. ***** has investigated and has advised me to reach out to Sensitive Sweets for a refund since the recipient was home at the time of delivery and never received the package. It's absolutely unheard of for a company to have such lack of customer service skills and to wipe its hands clean by not issuing a refund or at least sending another package out in lieu of the lost package. I respectfully request a refund since the recipient was home at the time of delivery and never received the package. Attached is the confirmation of delivery, which includes a statement that Sensitive Sweets will issue store credit for any customer who is unsatisfied with the product. Based on this, Sensitive Sweets is fully capable of issuing a refund for a situation where the recipient never received the product in the first place.

  Business response

  04/04/2022

  i.  We received a complaint ID# ******** via mail.  We did speak to this customer.  We informed her that she should file a claim through ****** which she said she did.  Unfortunately we are unable to refund theft or loss packages. It clearly states this on our website.  We are a very small mom and pop business and we did everything we were asked to do. We made the product and shipped it on time....and after that, ***** is responsible to do their job.   She should be able to get a refund from ***** if the package was not delivered.  I'm not sure what she can do if theft was involved. 

   

  We are sincerely sorry about the inconvenience.  

  Customer response

  04/06/2022

  Regardless if a company is mom and pop or not, if a company claims its a legitimate business then I am entitled a refund in such circumstance. Its interesting that such company can afford to provide a full refund to a customer who isnt satisfied with the taste of a product, but isnt willing to provide the same refund or send another shipment out when the first was not even received. Hopefully this company can take a Business ****************************************************************************************** business much longer with such non-existent customer service skills. Also, for informative purposes, I placed the order through Sensitive Sweets and not ****** so there is no such resolution of me being able to receive a full refund from ******* just a helpful piece of information since Sensitive Sweets is completely oblivious to business tactics. 

  Business response

  04/07/2022

  I'm so sorry the customer is upset.  I would also be upset if my package was stolen or lost.  However, we did everything we were asked to do which is to manufacture and package the product as quickly as possible.  As with all online companies, we have to rely on a shipping company to ship out the product. ***** should be able to prove delivery to her and if not, they would be responsible.  If theft is involved, Im not sure what she can do.  Unfortunately we are not responsible for theft or loss of packages once it leaves our facility.  It clearly states this on our website.  

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