Chuck
What was ordered vs what was delivered…
What was ordered vs what was delivered was different. The store wasn’t contacted because we knew the delivery service was new plus I never mentioned anything about the ice cream in pineapple cake melting so I don’t know why that was said in the first place. One of the milkshakes wasn’t what was ordered. Also, during our initial online order, the website froze, then upon it unfreezing it reset our order to pickup unbeknownst to me until we received an email so that’s why we called to make sure our order was to be delivered. Again, we knew the delivery service was new to you so we were ok with everything minus one of the shakes not being as ordered, which was clearly on the online order.
Response from Flavor IsleNov 10, 2024
Dear Customer, Thank you for reaching out to us. I wanted to address a few points regarding your recent experience. Communication: If you had contacted the store directly, we could have replaced or fixed the issue immediately. Unfortunately, the email you used isn’t associated with any delivery orders. New Service: We've been in business since 1964, but delivery is a new service for us—just two months old. We appreciate your patience as we work out the kinks in this new offering. Dessert Delivery: Currently, we do not offer dessert items for delivery, including the pineapple cake. You ordered it for pickup but then requested delivery. Due to the nature of ice cream, we cannot ensure it remains intact during transit, which is why our website restricts these items from being ordered for delivery. Website Issue: The reason you experienced issues with the website, such as it freezing and switching to pickup, is because it doesn't support ordering desserts for delivery. This is intentional to avoid issues with items that cannot be delivered properly. Refund: We have processed a refund for one milkshake. We appreciate your understanding and hope to serve you better in the future. Best regards, Wesley Flavor Isle