Pretty Baked Cookie Creations

Paid, Left Without Cookies, and No Resolution

⭐☆☆☆☆ I paid R875 for my order. I was a returning customer, having previously ordered from Kelly in May last year. That order was completed successfully, so I still had her saved as a beneficiary on my banking app. Unfortunately, when placing this order, I accidentally paid that previously saved beneficiary instead of the new banking details on the latest invoice. I immediately acknowledged my mistake, contacted my bank, and logged a payment recall. I escalated the matter multiple times and kept Kelly updated throughout the process. I also explained that I simply could not afford to pay for the order a second time while waiting for the banks to complete the recall. Kelly explained that she no longer used the old account and told me: “Without going into my personal life, I no longer use the account… bank charges etc have gone off so the account is in arrears. It’s currently undergoing a process so cannot be shut down at the moment.” Despite the payment having gone into a bank account in her name, my order was cancelled just days before my son’s first birthday party because she said she could not risk making the cookies without receiving a second payment. She also told my husband that she did not have enough trust in me as a customer to proceed. What disappointed me most was not that a mistake had been made, but the complete lack of flexibility, compassion and willingness to work towards a solution. I was a previous paying customer, I provided proof of payment, I logged the recall immediately, and I kept communicating throughout the process. Yet I was left without the cookies for my son’s first birthday and under enormous stress trying to replace them at the last minute. Mistakes happen, and I fully accept my part in paying the wrong saved beneficiary. However, customer service is measured by how businesses respond when things go wrong. Sadly, my experience left me feeling unsupported, dismissed, and without the product I had paid for while the banking process was underway. I cannot recommend this business based on how this situation was handled.