Complaint Review: Sugarcraft Inc. - Nationwide

Because Dolores of Sugercraft has disclosed my name on this website and because I feel this is an invasion of my privacy by her doing this, I would like to try to explain a few things. First, I would like to say that this is the first time that I am writing here.  Dolores responded to a complaint that someone  in Maryland posted on October 2, 2008. She confused a complaint I had with their company with this complaint posted. The first (and last) time I dealt with Sugarcraft was Feb 6-9, 2011.

The facts: I tried to order a heart shaped pan for Valentine's day with Sugarcraft and it was a complete disaster. After I placed my order I realized it might not arrive because I put down my PO Box address. I immediately sent an email (their phone number from the website didn't work) and I asked them to send USPS. Two days later, I still had no confirmation that my package was sent USPS and a lot of emails had gone back and forth. Having no idea if the item was being shipped by USPS, I mentioned that I would dispute the order if it went out to the PO Box.

After a couple emails back and forth in which I told them how bad their service was and that I would let people know both on the internet and elsewhere, and after I sent her an email showing the above complaint that someone else wrote two years ago to prove that people have had issues with them in the past, Dolores accused me of threatening her and told me that if I posted anything her Corporate lawyer could sue me.... or something to that effect. Just completely unprofessional behavior. ("Very sorry for the service; let me fix that for you" goes a long, long way.)

Point being, I am not sure why Sugarcraft doesn't have better customer service. The fact that all I wanted to do was get a pan for Valentine's Day turned into my name posted on the internet and threats from a company about what I can or can't say about their incredibly poor customer service. All quite surreal to me.

So just to clear the air, that's my side of the story and the next time you may need a Valentine's Day cake pan, go to Williams Sonoma.... I am sure a much more pleasant experience. --Laura M.

Laura has quite an imagination. That is NOT what happened.

She did not get blocked from Sugarcraft from a phone call. She was blocked because of the

threat below.

The problem started because she chose UPS for shipping when she had only a PO Box. We corrected it when we got the order and began processing her order. The next day she sent

email to several people at our shop - which was confusing, asking us to ship USPS. We told her we would take care of it. But she kept on sending several more emails.

I have copy/pasted (exactly) her threat here:

Laura Mantlik wrote: Joyce, can you please let me know what is going on with my request to upgrade to USPS. I am very unhappy with a response that I just received regarding my

order. If this cannot be sent USPS and if I cannot have confirmation by tomorrow morning,

I will call my credit card company and stop payment. I am sorry, but I feel I have no

recourse to a 24 hour period of  requesting my non shipped order to be upgraded to USPS.



My comment

(It WAS "tomorrow" when we read her threat) There is no way to know if she has followed through on her threat, so since the order had not shippeed, we canceled and issued a refund. We are people too. How would she like it if someone did her this way. Disputes cost money and time.