I placed an order with Swirls (Etobicoke location) for three dozen custom cupcakes. I had to pick them up on a Thursday after work and unfortunately this location closes at 6pm. We had been emailing back and forth about my order when I mentioned I would be late picking them up (no later than 6:30). They responded saying no problem they would make sure the Etobicoke location was aware and to get there when I can. Well Thursday rolls around, I rush from work and get there at 6:04 pm to find the doors locked, lights off and nobody in sight. Keep in mind the location closes at 6pm and I arrived FOUR minutes after they closed and yet it looked like the place had been closed for hours. I then tried calling, no response. I emailed while I was still in the parking lot letting them know how unimpressed I was as I now had no cupcakes for my event which was the following day (Friday). They quickly responded to my email asking if I was still there because they would come down. I then waited by the front door... still nobody in sight. Finally I receive another EMAIL (keep in mind they had my number and could have easily called me as this would have been good customer service) telling me to go to the side door. I did not get any sort of apology, instead they fed me excuses "Oh there was a glitch in the system and it showed that you were picking them up Friday so they aren't ready".. While another person tells me "Give me two minutes they're almost ready". I was VERY upset as whatever glitch in the system that apparently occurred should not have affected my pick up time as I was emailing back and forth with this company regarding the time I would be picking them up (THURSDAY NOT FRIDAY). I waited and waited outside in the rain for the cupcakes and finally once they brought them out... to my surprise they were all MINI cupcakes. On the website when I placed my order, I ordered three dozen custom CUPCAKES. Nowhere did it indicate these are mini and the image attached to the custom cupcakes shows full sized cupcakes, not mini. I am extremely upset with not only the service I received (or lack there of) but I now also feel ripped off as it was NEVER communicated to me that what was being prepared for me were mini cupcakes. I still haven't received any apology of any sort or even a response to my last email to them. I will never give my business to Swirls Cupcakes again and I would recommend going to one of the many other cupcake shops for your purchases so that you can maybe receive some REAL customer service and feel valued as a customer.
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