I called about 2 weeks ahead of time with an order for my boyfriends birthday. I wanted an NFL basket and for a different team than the broncos which is why I was attempting to order so far ahead of time. I was told first of all that I would have to pay a 25$ delivery charge, which I was fine with due to the fact that I live about 20 mins away from the store. Then I was told that they don't make that team and that was it. I called the next closest store which was going to be about a 2 hour drive for me to pick up and was informed that they would be happy to make my outa state team basket as they free hand most of their designs. I was also informed that if ordered enough in advance they should be able to order a stencil from corporate, or I could simply order the whole basket from corporate. I was never given any of these options by the Aurora store. To save myself the drive I called the Aurora store back. I spoke to the same person as before and when I asked about the stencil I was given a really poor attitude and explanation that it takes a few days to order it. Which was not a problem for me since I was ordering 2 weeks early, but was never asked when I needed the basket. Then once again I was told about the delivery fee, and overall felt like I was being discouraged to even order from them as the lady made it seem like such an inconvienance for them. The day my basket was to be delivered I called to confirm that it was made and going out that day, and I asked when it would be delivered. I was told anytime before 5:30. Not helpful at all beings it was 10:00 in the am, but ok. Then around 1:00 I received a call from the delivery driver stating that he can not find my address. They had my street name COMPLETELY wrong. I gave him the right address. About 10 minutes later I got a call from someone at the store and they said that I gave them the wrong address. Why would I give them the wrong address? I have a feeling that the lady who took my address over the phone with a put-out attitude put the wrong address. I was then told that if the driver can't deliver it I will have to go and pick it up. I told her that I paid for delivery and could not pick it up so what were my other options. She said maybe it will be delivered the next day. But my boyfriends birthday was that day, not the next day and when I pay an additional shipping charge I expect that it will be delivered that day. About an hour later it was finally delivered. My whole experience from start to finish with this location was such a headache. I would absolutley avoid this location at all costs. Great cookies, and love the company but this location needs some work in customer service!
more