Hi Jessica,
Thank you so much for taking the time to write your review, I know when we were emailing about this that you were very disappointed and I feel awful for that. We always strive for service excellence and never want our customers to feel short changed from what we offer.
Just to reiterate, we have faced a huge surge in orders this year and as such have worked hard to keep on top of our supplies to ensure we can fulfil all of our orders. We had a small window of orders where our replacement '6 boxes' hadn't arrived, they shipment was held up due to Covid which we complained about but there was nothing our supplier could do. From a business point of view, we always want to offer the correct packaging solution where we can. We are perfectionists and weren't 100% happy with the temporary solution of using our larger boxes, but we felt it would be more upsetting and inconvenient for our customers to cancel those orders, especially as the product itself (cupcakes) was not affected.
Whilst I appreciate the cupcakes would have been better received in a box built for 6 cupcakes, we offered the best solution we could and packed these boxes with tissue paper. It did not occur to us to contact customers in advance regarding the packaging, as our cupcake quality was not compromised, however on reflection we can see how this might have caused upset and for that we are very sorry.
I am pleased to say that we haven't had to offer any alternative packaging since this and our supplies are back to normal levels, so should you order again this wouldn't be an issue. If you do so, please do email me again and I'd be glad to oversee your order.
Thank you again for the invaluable feedback,
Kind regards
Lucy
