Rae Jean

Review of Georgetown Cupcakes

I ve ordered from here several times over the year...

I ve ordered from here several times over the years for birthday parties and other special occasions, and for the most part, they ve been good experiences. A few minor things that I was willing to look past, such as the delivered cupcakes arriving hours before the selected delivery slot, and partially melted due (was summertime and it didn t appear that the driver had a/c, since all of his car windows were down. In August...). A couple of the cupcakes were a little dry, but the majority have been moist and delicious, so again, I dismissed a few negatives.

That said, I recently had a pretty bad experience with them and it s been a nightmare trying to resolve it. Ordered 3 dozen and 2 of them arrived very damaged. Smashed, stuck together, just not $36 per dozen cupcakes by any means. Extremely surprising since this has never happened before. Tried calling, got voicemail, so I opted to email them instead. I explained what happened and a day later I received a scripted response saying, Our employees put the utmost care into packing orders and are trained to treat the cupcakes very carefully so that they leave the store in perfect condition. We encourage our customers and drivers to keep them as level as possible, yet, unfortunately, occasional accidents do occur. , and asked me to send pictures of the damaged cupcakes, and then they d give me a gift certificate. Firstly, this scripted email is horrible. Makes them sound overly defensive and hints that the customer is too dense to understand how to handle a box of cupcakes. I didn t need to read this long, scripted response about how their staff is specially trained to carry the cupcakes with the delicateness of a newborn. Just resolve the problem!

I send them the pics as requested, and they reply with almost the same, exact scripted email about, Our employees put the utmost care into packing orders and are trained to treat the cupcakes... , I kid you not. They did at least offer to MAIL me a gift certificate, and asked for a good mailing address. I replied to this asking if they can email me a gift certificate to use online, as to speed up ordering replacements. The response I received to that was simply saying your receipt is attached in the email! , and a scan of someone else s receipt. FFS.

There seems to be a dire need of organization with customer emailing. I got the impression that it s a bit chaotic, and the same person doesn t stay with your email, just whoever randomly happens to read the email. My problem should have been fixed EASILY, and yet here I am still trying to reorder the damn cupcakes.

For the price, I expected better customer service. They re delicious, and my kids love getting them for birthdays, but I think this last experience ended my business with them. :(