Hazelton's Canada
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Do not shop here if you want the product you actually ordered
I ordered a NY original cheesecake as a Christmas gift for someone specifically because they love NY cheesecake. However, a coffee cake was delivered to them instead. When I contacted customer service at Hazelton's, I could not reach a live person and was forced to resort to emailing them instead. The rep who responded, Loveleen, then had the audacity to respond as follows: "Substitutions are actually quite common within the gifting and gift basket industry, as products are constantly changing on an ongoing basis after product details and photos have been published. Some items may be temporarily unavailable due to various reasons beyond our immediate control, under which circumstances we reserve the right to substitute such items with similar products of equal or greater value to ensure that orders are delivered in a timely manner without incurring further delays. Degrees of substitution may vary. In some rare instances, the entire contents of an order may be substituted." Further back and forth with this representative ultimately resulted in nothing at all being done on their end. No acknowledgement that an error was made, no apology, no refund. Nothing. They never even contacted me prior to sending out the coffee cake to let me know about the change. If they had, I would have cancelled the order but this option was not even offered. They simply decided that my recipient would receive a completely different product at their discretion. I have never experienced this before. How does a company simply decide to send a completely different product than the one ordered without notification?? What a horrendous approach to take to a repeat customer. Good job Hazelton's. You've just lost a customer over a $30 cheesecake. Do not shop here if you actually want or expect the product that you ordered.