Billy's Bakery - Broad Channel

I’ve attached 2 photos. One are the cupcakes that came out great and were tasty. The other are the ones that came out…not so well. I didn’t notice those because they were packed underneath the good looking ones, which I hope wasn’t intentional. With that said I asked for a refund for those cupcakes and was told “I have to bring them back” -they’re not reusable the photo of how they were given to me should be enough. In addition, we had an egg allergy but the cupcakes were labeled “gluten free” (they were not). Had to call to make sure they did in fact not have egg which they were able to verify over the phone, but not with the level of confidence that you want with an allergy. At the end of this discussion with Billy’s I was pretty annoyed about the “return them for refund” and while telling my wife “we shouldn’t buy here again” the Billy’s rep must have heard and taken offense because she hung up on me without a word. I don’t think I was rude although definitely irritated. This does conclude our business relationship though that’s for sure. Update: Billy’s says they reviewed “surveillance footage” to confirm they left the facility intact. It’s impressive that the surveillance footage was able to see through the pre-packed bag with the good cupcakes on the top and the bad ones on the bottom. Let’s assume that these X-ray surveillance cameras did, in fact, see the cupcakes leave in fine shape. This means that they were so poorly packaged that they became ruined while the properly packaged ones were not. Whether it was poor packaging that let them get ruined or you delivered them in the bad state, you did wrong to your customer. Take some responsibility as a business owner, with a customer service mindset and find a way to make it right. I suppose there’s a third option which is that I am the cupcake grinch and take pleasure in taking perfectly good cupcakes, ruining half of them and then sullying the good reputation of legitimate cupcake manufactures. We should look at more surveillance footage, maybe that will reveal my true intentions

Yes again, another issue with delivery. Following last week's birthday debacle (a cake delivered in pieces) the same was true for a cupcake order. In addition, two of the cupcakes have mold. How do these people stay in business?