Hello Nancy P.
I apologize for your dry cinnamon roll. I wanted to let you know that we bake rolls throughout the day (as needed). We are slower on weekdays when the tourists leave, that's true. If you do decide to give us another go, please do let the cashier know that you would like the softest, juiciest cinnamon roll they can find. We are happy to have you choose the roll that looks best to you. Some people like less or more sugar or cinnamon and since they are all hand made, the amounts do vary on the rolls. I can't imagine why the roll was not sweet at all..... Also, it sounds like your roll was not warmed for you? Sometimes there can be a miscommunication about to-go or for here orders. When they are for here, we offer to warm them for you but occasionally we miss one. When the rolls cool, the sugar recrystallizes and the roll hardens. When warmed, they soften back up! RE: our return/replace policy, we like to see the returned product so we can try to address the reason that it was returned. This has always been our policy. FYI- we bake either pans of 9 or 30 pans so most likely, there would have been several other batches to choose from, if you would have brought your roll back up for replacement that day or called, we would have addressed the situation differently. Thank you for taking the time to give your feedback-