ComplaintsforBoxcar Donuts (commonwealth coffee)

• Initial Complaint

  22/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business sells "artisanal donuts" and sells them for around $4 a piece. I had a couple of times made a complaint via their ********* account...I sent a message letting them know that the donuts weren't as I expected or as they were advertised. The most recent instance the menu said that one donut was "lemon zest" I didn't look inside the box until I arrived home and realized it was just a plain donut with some white sugar on it...there was absolutely no lemon or lemon zest inside or on the donut. My message was ignored so I brought the donut in as soon as I could which was a few days later. I was treated rudely by the owner as she was working when I arrived to explain the issue with the donut. I was told it was a subtle lemon flavour and that I was wrong and there wasn't anything they could do. They did give me another plain donut and since then they have sent me a message on ********* saying I'm no longer welcome in their store and they've blocked me from their ********* page. They said in the message that I'm harassing them. I am not. Was just letting them know about a product that was falsely advertised. It wasn't an artisanal donut at that point and wasn't as advertised as far as the flavour went. Mainly I felt like I wasn't treated kindly and have been a regular customer for over 2 years.

  Business response

  25/11/2021

  Business Response /* (1000, 5, 2021/11/24) */ Laura, we acknowledge your complaint and are happy to have a platform to respond. Over the past 2 years you have had many complaints about our drinks and our donuts. 11 to be exact. We have remade them for you, replaced them for you, listened to you, and always responded to your ********* messages and in person complaints with kindness. In late Summer of 2021 we replied to one of your ********* messages with as much respect and empathy that we could sharing that we felt that our company and our products were obviously not the right fit for you and it might be a good option for you to seek another shop to enjoy and support. You responded that you had some personal things going on in your life and you were sorry for your negativity and hostility towards us. We understand that Covid has been hard on everyone, including us, so we decided to move on and let it slide. Since then (now being November 2021) you have come forth with 4 further complaints about our products which is when we decided it was in our best interest as a small business to disengage and respectfully ask you to refrain from purchasing our products and coming into the shop. We do feel harassed by you and your barrage of messages, confrontational behaviour at our shop and we are now responding to a formal complaint to the BBB about facts that are muddled and with all due respect, distorted. Our position remains the same and we hold true to our feelings that our shop and products are not the right fit for you and we will not be able to continue to serve you. We have no hard feelings and wish you the best. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not make nearly a second many complaints as what they are claiming and I have been treated rudely now about legitimate complaints about products that are sold for a high price and not as advertised...and I'm being accused of harassment for making an legitimate and honest complaint as a regular customer. I'm being told I'm not allowed in the store anymore for pointing out that a product was not as advertised

*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. ↩