ComplaintsforHannah's Gluten Free Bakery

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on December 28, 2021. Order # ******. The order was for 2 packages of sweet rolls (1 pumpkin, 1 original). The total purchase price was $66.00 Order shipped January 5. Tracking # ************ I received one package. It contained the pumpkin rolls only. The box was only big enough to hold 1 package of the rolls so I assumed there would be a second box that was delayed. I recycled the packing materials. I contacted Hannah's bakery January 10th to inquire about the rest of the order. They stated "there is nothing we can do without the pictures. As stated in our terms and conditions if there is any issue when you receive your order you have to take pictures of everything as requested and send it to us so that we can work to resolve this issue." I am requesting they refund the part of the order that was not delivered.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/13) */ As listed on our website and in our Term & Conditions (which Melissa K*** agreed to and accepted before placing her order online) all issues with orders must be addressed within 24 hours of when the customer receives the package. These same terms and conditions state that the customer cannot throw away or consume any portion of the packaging or the order itself and they have 24 hours from the time they received the order to contact us with issues and for further instructions. Melissa received her package 1/07/2022 as indicated on ***** delivery logs. However she did not contact us until 1/10/2022 to state there was an issue so she was beyond the 24 hour window she agreed to in our terms & conditions. We asked her for pictures of the product she received as well as pictures of the shipping box her items arrived in (including label) even though she was well beyond the 24 hour window to inform us of an issue. She refused to send those pictures as requested by our staff. Therefore we had no choice but to deny her claim of not receiving items. Not only did the customer wait 3 days to report an issue but she also refused to provide the information we requested to remedy the situation. The only way for us defend our business against false claims that people did not receive items is to get pictures of what they did receive and the shipping box/label. As we informed her, there is nothing we can do because she didn't abide by the terms and condition she agreed to before placing her order on our website. In addition our Terms and Condition as well as our refund policy state we do not offer refunds for any reason and that all sales are final. Our Terms and Condition can be found here:******************************************************** Our Refund Policy can be found here: https:**************************************************** Here is a portion of what is listed on our website "Packages are triple checked before the items are shipped. If there are any issues or questions about what you receive, or you believe you're missing items or have the incorrect items, DO NOT CONSUME THE PRODUCT, DO NOT DISCARD THE ITEMS, DO NOT DISCARD THE SHIPPING BOX, CONTACT US WITHIN 24 HOURS OF RECEIVING YOUR SHIPMENT AT ***************************. We will need pictures of all items including the shipping box/label and the contents to assist you furter. If you cannot provide pictures, we are unable to assist you with the issue." Customer had full access to the information on how and when to contact us with an issue but chose not to. We apologize but these terms are in place for a reason. I have attached screenshots of this information from our website as well as a screen shot that the terms must be accepted and agreed to BEFORE anyone, including Melissa, can place an order. Thank you for your time and consideration. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not unreasonable to assume the business would keep accurate records of their inventory and shipping. If they did, they would see that only one box was sent. They could see the size of that box and know they missed an item. I am only requesting they not charge me for a product I did not receive. Business Response /* (4000, 9, 2022/01/24) */ As previously stated in our previous response, customer did not adhere to our policy which states she must reach out to us within 24 hours of receiving her order with any problems. When she did finally reach out three days after the date she received her items, she was not able to provide us with the proof (pictures) as we requested. Without that proof we requested from her there is nothing we can do further as listed in our Terms and Conditions and Return Policy. Both of which she agreed to before placing her order online. Our requests are not unreasonable. They're pretty standard for our industry. Since the customer is unable to supply us with the requested and agreed upont documentation, there is nothing further we can offer her unfortunately. We have attached pictures of both policies for your review. They can also be veiwed online by going to ********************************************************** and ********************************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩