This review is on behalf of my mom's experience.
My mom visited Kara's Cupcakes for the first time on the afternoon of Thursday, May 7th to inquire about ordering some cupcakes for next day pick-up. There were no customers in the store at the time she visited and a young lady named Kelsey was working. My mom told Kelsey she was interested in ordering 11 cupcakes, which were to be given as party favors, and asked if they could be boxed individually. Kelsey told her yes they could be boxed individually and advised her to place an order over the phone. After being given this information, my mom left the store and called the number listed on their brochure, 415-351-2253, and spoke with customer service. Since my mom was not placing a large order, she asked if ordering over the phone was any different from walking into the store to order then and there. She was told it wasn't any different and that deliveries were made to the store twice a day, so they would be just as fresh. Since my mom did not require any specific flavors, she decided she would just go back to the store the next day to order whatever was available.
My mom returned to the store Friday afternoon on May 8th and Kelsey was there working and there were no other customers in the store again. Upon entering the store, Kelsey recognized my mom right away and asked if she placed a phone order. My mom told her no and that she would just pick from what was available and proceeded to pick out 11 cupcakes. Kelsey packed them in a single box and when my mom asked that they be packed in individual boxes like they asked the day before, Kelsey lied and said they didn't have any single boxes. (Really? What kind of cupcake store would allow themselves to run out of individual boxes?) My mom believed what she said and the proceeded to pay (Juanramon rang her up,) however, after she paid, she noticed there were several single boxes on the shelf behind the counter. My mom then asked if she would have some and then after lying to my mom, Kelsey then said each box was 50 cents. This information was NOT disclosed to my mom when she spoke with Kelsey the day before. I don't know what the store policy is, but the fact is Kelsey did not inform my mom about this extra charge the day before, therefore, it would be ridiculous to charge her an extra $5.50 for 11 individual boxes. I also don't see how this is any different from placing 11 individual orders and having each cupcake boxed individually. My mom also sensed that Kelsey being lazy and did not want to do extra work. This made my mom really upset as she would not be able to gift the cupcakes individually as she planned AND previously discussed with Kelsey. She left the store very upset and this did not sit well with her.
About 2 hours later, my dad and I picked my mom up from work (she works 2 blocks away from Ghirardelli Square) and she told us about her experience at Kara's Cupcakes. Still upset and wanting those individual boxes, we returned to the store and found Juanramon working. We explained the situation and he, too, said it was 50 cents per box after the first box. However, as previously mentioned, this was never disclosed to my mom. We asked if he could provide us with the boxes to make up for what Kelsey did not disclose. Juanramon asked how many we wanted and we told him 11 as originally planned and he reluctantly gave them to us. We appreciated him for providing us with the boxes, however, had Kelsey not lied and made it right from the beginning, we would not be here with this bad customer service experience.
Great job for ruining the start of Mother's Day weekend, Kelsey.
Side note: I'm not sure what the food handling requirements are when it comes to cupcake stores, however, my mom mentioned that NO gloves or tongs were used when the cupcakes were packed; just Kelsey's bare hands. read more