Concord Food Centre & Oak Ridges Food Market in Canada - Locations, Hours, Flyers

POOR CUSTOMER SERVICE | by Elaine on May 29, 2020

What just happened at Oak Ridges Food Market is truly unbelievable. Dufflet told us to call them to get a Dufflet Chocolate Truffle cake because they got a shipment of 2 of them yesterday. We called and the woman said she had 1. I asked if they had 2 and she said she would check the freezer. They have no large right now so that is why we asked for 2. SHE SAID SHE WOULD HOLD THE CAKE FOR US AND LOOK FOR A SECOND ONE. We explained it was our mother's 94th birthday today. We waited and waited for 15 or so minutes and she never came back on. I called on another line and she then said she didn't remember which line we were on. Not impressive. She said she had a truffle royale cake and only the one chocolate truffle. I said we only wanted the Dufflet one and she said they are both Dufflet. I went to Dufflet's site and it was NOT one of theirs. The girl said oh she was wrong, it was not Dufflet. So we said we want the 1 Dufflet one and ice cream. Then we explained we are high risk and can't come in the store so we need a favor. She put us on hold for the store manager. Again nobody came back. Again I called on another line and after us being on hold for nothing on the other line, was told the store manager left for the day. I was told they would get me another store manager. I said it should be on the line my sister was holding on. Herb came on but not on the other line that my sister was waiting on. He said he would do the order without us having to go in since we are high risk for this pandemic. We decided to buy both cakes, the Dufflet and other one and he took our personal info including phone number AND credit card number. He said he would call back after authorizing. Instead he called back and said the girl sold OUR cake to someone else. When I got upset he hung up on me. He refused to get on the phone when my sister called back. My mother's birthday celebration is ruined and their customer service is disgusting. Their staff is incompetent and it is rude they hung up. Spoiling a 94 year old's birthday is not nice. For the record we did order the cake with a delivery today from elsewhere but it was not sent with our order. I should add Concord and Oak Ridges which is part of the same company, are the only ones I know that charge for curbside PICKUP so they can profit from the pandemic if you are high risk like us.