sugarcraft.com horrible customer service experience

AustinChocolate · #1 04-10-2008, 10:43 AM

We own a chocolate company in Austin Texas and are currently shopping for boxes and candy trays for a project. We have requested samples from several box manufacturers in the US and then came across sugarcraft.com. It states on their website that they don't have time for phone calls and don't do samples. I thought that since I have already done some business with sugarcarft.com that I would give them a call anyway to see if they would send me a sample since I would be ordering 2500 boxes and trays. The woman who answered, probably the owner of sugarcraft.com told me I could order 1 box from the website and that they don't send samples because it comes out of her pocket. I told her that we were looking at ordering 2500 boxes from her then she went on a huge rant calling me rude several times, raising her voice and explained that my $3000.00 order was just pennies to her and that she didn't want to do business with me. So when ordering your pastry supplies, baking supplies, boxes or chocolate making supplies don't order from sugarcraft.com. They obviously don't have time for customer service at sugarcraft.com and don't care about those of us with small orders of $3000.00 and prefer not to do business with us.

CakesBySarah · #2 04-10-2008, 11:57 AM

Thanks for the heads up! I was actually looking at airbrush supplies from there because they have the best pricing I could find on an Airmaster. If your three THOUSAND dollar order is just a drop in the bucket for her, I'd hate to see how she'd treat a three HUNDRED dollar order from me!!

You should have told her that she, like her website, is unprofessional and full of errors. LOL. It's obvious that she frankensteined together her product descriptions from other sites, and doesn't use spell-check.

Free Rider · #3 04-10-2008, 12:11 PM

Sugarcraft has an UNSATISFACTORY rating with the Better Busines Bureau. The following is from the BBB website:

This firm first came to our attention in July 1993. The BBB has sent two requests for basic information to this company but, as of today, has received no reply. Based on BBB files, this business has an unsatisfactory rating with the BBB due to unanswered complaints and a pattern of complaints regarding billing and customer service issues. Complaints indicate that prices have increased after the customer has completed the transaction. In addition, customers state that the company is difficult to reach in regard to problems with the products and when they do reach the company they are treated in an unprofessional manner. Regarding the billing issues the company references a disclaimer on their website that prices are subject to change at any time.

foodpump · #4 04-10-2008, 01:07 PM

As a rule, I don't like to dis companies on a forum-type website. In all fairness, an e-mail should be made to the company and person in question, and asked to respond/defend their actions on this forum.

Response, if any, should be interesting.........

tommybza · #5 04-10-2008, 05:01 PM

well with my experience i had to order some items for my Class .and i had about 100 bucks to spend out of my pocket .no teachers are not rich .so i asked if they could put a rush on it .they did no extra charge and they threw in some extra product . I was really suprised to see this .
after reading the reviews here i feel i got lucky and will be verry care full in the furture .On your candy boxes have you tried UNGER . we bought from them and is was a good company to deal with .
Tommy.

m brown · #6 04-11-2008, 03:36 PM

I have gotten some really hard to find items from them and understand the site is tough to get through. They do state their policys, they can be a little cranky on the phone, but it's worth the trouble when you need the goods.

For candy boxes: A Specialty Box, MOD pac, Nashville wraps, Albert Uster, papermart, uline and even more very helpful.

m brown · #7 04-11-2008, 03:36 PM

I have gotten some really hard to find items from them and understand the site is tough to get through. They do state their policys, they can be a little cranky on the phone, but it's worth the trouble when you need the goods.

For candy boxes: A Specialty Box, MOD pac, Nashville wraps, Albert Uster, papermart, uline and even more very helpful.

mom7x · #8 04-20-2008, 05:57 PM

I'm new here-but here's my 2 cents:

We've worked with the Unger company, Cleveland, Ohio for years. They have always been more than willing to send samples. Plus, with a minimum order, there is free shipping. I would highly recommend them. They have a great catalog they will send as well.
I recently found Big River Packaging (brpboxshop.com), and they have a lot of stock and pictures online, free shipping no minimum. Ordered once from them, and will probably order again.
They both sell their own products, unlike sugarcraft.

cakegal · #9 11-20-2008, 04:27 PM

Do you realize Sugarcraft is a retail store? I would think you would look for manufacturers for that kind of quantity.

FYI, I order from Sugarcraft quite regularly and I certainly have never found them to be rude ever. There are probably two sides to this story. I'll mention it to them the next time I call. Maybe YOU had a bad day too.
Cakebaker