Pastry DepotReviews of pastrydepot.com

Response from Pastry DepotJul 13, 2026

Hi Douglas - Thank you for your feedback. We are sorry to hear you feel that way, as we certainly would never force anyone to make a purchase. During the hot summer months it can be more costly to ship chocolate products since they require additional packing materials. Some products also require an expedited shipping method due to being extra delicate or sensitive, such as Mycryo powdered cocoa butter. We do understand shipping can be costly, especially during hot weather, but unfortunately we do not have any control over carrier rates. We always aim to be up-front and transparent with our customers, so our warm weather/chocolate shipping policy must be acknowledged prior to being able to add these products to their cart so it is not a surprise after check out. If you ever have a question or concern about what shipping method is best for your order, you are always welcome to reach out to us prior to ordering and we will be happy to help you.

Response from Pastry DepotMar 4, 2026

Hi Steven - We appreciate your feedback. We are a small business and strive to provide the very best service for our customers, so we do value your input. We understand your frustration with the delay of your order. Unfortunately, as much as we wished otherwise, we do not have any control over movement of packages once they leave our warehouse. As discussed, UPS generally does not honor claims for weather delays or other "acts of nature". We explained we would still file a claim for you and work to get the claim approved to the best of our ability. We did file this claim immediately after our phone call on Monday, February 2, and it is still under review by UPS. As promised, we will update you as soon as we have a response or information to share.

Response from Pastry DepotFeb 11, 2026

Hello Liz - We appreciate your order and are taking your feedback into account when reviewing our disclaimer verbiage. As previously explained, in conjunction with this purchase not being covered under the chocolate shipping disclaimer, the reason we cannot offer a refund or replacement is because we were contacted 10 days after you received your package. The delivery confirmation email, packing slip, and box labeling all state damage or concerns must be brought to our attention within 24 hours. This is because we have no control over how product is handled or held after delivery and cannot be held responsible for improper storage conditions or handling. For example, chocolate may unintentionally be stored at a temperature above 70F with heat running during very cold weather, which could result in bloom and/or melting and is out of our control. Unfortunately, since so much time has passed between when your order was delivered and you reaching out to us, your order was no longer eligible for refund or replacement. We have sold over 100 bags of this product since the beginning of the year and no one else has reported issues, so it stands to reason the bloom happened after the product left our facility. Bloom does not prevent the product from being used nor does it impact the quality of the product once re-tempered or used in a non-tempered application. Please note Barry Callebaut lists their Best by Date in European format, meaning the Best By Date on your chocolate is actually September 3, 2026 with over six months of shelf life. Once products come within 90 days of their Best By Date, we note that in red on the product page so customers are aware of the short date when ordering. On the positive side, it's also important to mention that best by dates are not the same as expiration dates, so the product is still perfectly safe and good to use after the BBD as long as it is held properly. Please reach out to us if you have any questions or we can assist you with anything else!

Response from Pastry DepotNov 14, 2025

Hello Kristofer - Thank you for the feedback and are sorry to hear of your frustration. As explained on our website, our cutoff for same day shipping is 12:00 PM EST, since UPS typically picks up by 2:00 PM EST. Your order was received at 2:56 PM EST, after close of business on Friday, October 31. It was shipped the next business day, Monday, November 3, and delivered before 10:00 AM the following day, Tuesday, November 4. As we are closed Saturday & Sunday, we were not present to answer the phone for your calls, but have no record of a voicemail or call once we opened on Monday. We also cannot find any emails from you regarding your order. Customer service is very important to us, so we will reach out to you directly to get more information around your issues contacting us in case there is a communications problem that needs to be addressed. Thank you - The Pastry Depot Team

Response from Pastry DepotOct 17, 2025

Hi Darya - We are sorry to hear you are unhappy with your experience. As we mentioned, our business and team are highly focused on providing the best service to our customers. Even when something unfortunate happens, like a lost or damaged package, we always work with our customers to find a resolution as quickly as possible. Though we don't have any control over shipping rates and understand expedited shipping can be very costly, especially for temperature-sensitive products, we do try to minimize shipping costs as much as possible. Using a retailer closer to your location may be a good option to lower shipping costs. We also have no control over how a package is handled after it leaves our warehouse, however we did attempt to help you locate where the package was delivered, contacted our UPS account rep to escalate this issue, and filed the lost package claim on your behalf. Additionally, you may be confused or missed an email from us as we proactively gave you a full refund for your order, explained it may take several business days to post back to your account, and have stayed in communication with status updates. We do appreciate your business and wish you well in your future pastry ventures. We hope you are able to find a supplier, Amazon or otherwise, who better fits your needs.

Response from Pastry DepotOct 21, 2024

Hello Chef - We are very sorry and surprised to hear you did not receive your order. On our end, we see your order was placed on Oct 6, shipped on Oct 7, and delivered by UPS on Oct 9. We will reach out to you by email to try to resolve this further.

Response from Pastry DepotMar 11, 2024

Hi Jose. We're sorry you weren't able to complete payment for your order. As mentioned before, our credit card processor does not accept payments for cards that are marked "fraudulent", you would have to call your credit card company directly to get the issue worked out or check out with PayPal instead. I'm not sure what delivery method you are referring to as "regular" delivery but UPS ground shipping from Atlanta GA to California for the item you wanted to purchase was $26.99. If the weather was hot in your area then we would recommend expediting the shipping to avoid your chocolate melting in transit since ground shipping to California is 4-5 days. We have no control over carrier rates but you are more than welcome to contact us for a custom quote before placing an order. Please let us know if we can help you in the future. Thank you.

Response from Pastry DepotJul 25, 2023

We understand your frustration that you did not receive your order. However, we did reach out to you on three different occasions to inform you your payment was declined. We cannot speak to why you received the order cancellation e-mail but not the messages informing you the payment did not go through, but we only hold awaiting payment orders for three days and then release the product back to be purchased online. You are always able to check the status of your order in the My Orders section of your customer dashboard. We hope to be able to service you again in the future. Please give us a call if you have any questions. Thank you.