Hey All,

The reason that we refund 99% of the time when you need to change your order date is because a) we have a lot of orders, and b) we have limited staff. Our order platform is automated to give staff a daily print out of what they need to make for preorders. If you’ve ordered a loaf of bread and a cake for Friday and then tell us you want to pick up on Thursday, your order is not going to be on that print out, which makes it more likely that your order will not be made. We have too many orders, too few workers and too many daily requests for changes for each staff making different items to hand check orders to see if people have made changes. On occasion, when we can, if i’ve spoken to someone directly, i make hand changes, and then i follow up (more than once!) with staff to make sure the hand changes are implemented. But i’m the busiest person in the bakery, doing all functions, and i don’t typically have time to make 12 hand changes a day, and do all the follow up necessary to make sure those changes are implemented. And also, even when i tell staff about hand changes and remind them, sometimes they go into auto mode and make what the online printout tells them to make. And this causes a great deal of stress on everyone. Staff gets stressed because they’ve made a mistake, i get stressed because many people really get angry when their order is missing or not as they wanted it, and customers get upset, and stressed. And so now i typically just refund so the customer can make the order again, correctly re items wanted, day wanted, addresses for delivery and so on.

And regarding pick up. As it says on our website and on our door, pick up on SAT in particular, is not until 10. This is a firm time because we don’t have the orders done until then, and sometimes, not even by then, and if one of us in the back stops  making/packing orders to help/fill the order for someone who comes early, we won’t get all the orders done by 10 for everyone else.  Every single week we have customers who come early and then get upset when we tell them they have to come back at 10. Most places give a narrow pick up window! We give you all day, from an hour after we open until an hour before we close! Please just try to remember you aren’t our only order, we are shorted staffed, we work really really hard to get your order done on time, correctly and well — but we need you to understand the limitations and that we can’t accommodate special treatment, particularly because it is frankly non-stop, every week that people make these demands. And feel entitled to hassle staff or me about it, when we say we can’t accommodate. If i sound cranky about it if you’ve made such a request, it is because it really is non-stop. And just fyi, many business owners complain about this very problem. Post pandemic some people seem to really want a level of personal, specialized care that simply is not possible, give the market problems (shortage of supplies and staff.)

As always, thank you for understanding!