Wendy S.
NEGATIVE ONE
NEGATIVE ONE, IF I COULD. LIKE OTHERS ON HERE, MY PAID FOR AND REQUESTED DELIVERY DATE WAS MONDAY. FEDEX TRACKING YESTERDAY (MONDAY) SHOWED TUESDAY. NOW IT SHOWS WEDNESDAY. IF YOU CAN'T MANAGE THE OPERATION, GET OUT OF THE BUSINESS INSTEAD OF SCREWING PEOPLE OVER, MAKING FRUSTRATED CUSTOMERS, AND WASTING THEIR TIME. YOU CANNOT REACH AN AGENT BY PHONE (LEAVE A MESSAGE). EMAILS GET NO RESPONSE. AND CHAT PUTS YOU IN A QUEUE WHERE I'VE BEEN 15, 16 AND 19. CHAT WAIT TIMES? THEY SAY 30+ MINUTES. THE ONE TIME I CLOCKED IT IT WAS 40 MINUTES. PEOPLE ORDER THINGS FOR A SPECIFIC TIME FOR A REASON, NOT TO BE AT THE WHIM OF A RETAILER WHO CAN'T GET THE JOB DONE. OH, AND IT WAS $600 WORTH OF PRODUCT.
Response from Baked by MelissaFeb 10, 2026
Hi Wendy! Thank you so much for taking the time to leave your feedback. I completely understand your frustration, and I'm really sorry this was your experience with us. It's definitely not what we want for our customers. I was actually planning to email you later today personally to see what we could do to make this right for you. Unfortunately, Fedex experienced unforeseen delays over the weekend due to the extremely cold weather near our bakery in New Jersey, which caused your packages to be delivered later than intended even though they left our bakery on time. We have already refunded your entire order in full. I'm deeply sorry for the inconvenience this caused, and will be reaching out to you via email later today. Regarding your communications with our team, it looks like your first email was answered within 30 minutes of sending it. Sometimes these can go into spam folders, so I'm really sorry if you didn't get it. Please also know we're exploring more options for live chat to help everyone get through to our team faster—it's often our first line of contact with customers, and we're experiencing a high volume of inquiries at the moment because of Valentine's Day. The whole team is working hard to get back to each and every request personally. It is absolutely not our goal to have customers waiting, and it's something we're eager to improve moving forward. I would love the opportunity to make this right for you, and will be in touch shortly. Thank you again for your time.