CARAMELO — Local services in Lawrence

Update There was no event that happened that could be categorized as harassment. I simply asked why I received a partial refund. I never received a response. As a result I requested a refund because you chose not to respond or honor the gift card. That is the extent of our communication until this review in its entirety. You elected to not communicate with me over a situation that I was unaware of.

I purchased a Gift Card as a Christmas present for someone and the gift card was not honored. The person I gifted the card to received an incomplete order and the owner was unwilling and uninterested in correcting the mistake. The result of that ordeal was that the owner simply refunded me $8.99 of a $50 Gift Card without explanation. The owner charges $16 for shipping so he decided to refund the cost of the items not shipped rather than honor the Gift Card and fix the mistake. I did not receive a reply when I inquired as to why this happened. The owner did nothing to make the actual person who used the gift card on their website whole. He simply sent Me (the person who purchased the gift card) a refund instead of the customer and somehow shifted the responsibility of correcting his mistake. To make matters worse he opted to not communicate ANY of this. Please beware. Customer Service is...

When I first saw Caramelo come on the scene I was a little bit hesitant to try them because of the prices but it is WELL WORTH IT! Yes, you may find cheaper tortillas somewhere else but they are not as high quality as Caramelo's. Go ahead and buy your Mission tortillas that will go stale in a couple of days. You can tell that Ruben has put a lot of passion into making really good tortillas. I can't wait for the totopos. I was impressed at the research that was done to develop their corn tortillas an totopos! By the way I say this as "competing" business because I make tamales and sometimes do corn tortillas for customers who request them (I'm in the Pacific Northwest). The demand for my tortillas is not as high so I just stick with regular corn but if someone is looking for great quality tortillas, wholesale or in a smaller amount for a special menu, I have no problem recommending Caramelo. I read through some comments and as small business owner it bothers me that people don't see that small businesses cannot compare to Amazon in regards to shipping times, communication or refunds. Not knowing everything that happened between some of those customers and Caramelo, I may not have much to say about it but there are times when the Point-of-Sale system will not allow for cash or credit...

Kinda disgusted by the way the owner, Ruben handled a mistake made by his company. I have been anticipating my packages of tortillas, they came in from FedEx today with one package of duck fat tortillas missing. When I contacted him to rectify the mistake, he simply stated that he would be refunding the amount of the missing pack. However, 2 major keys make this decision everything BUT customer-centered. 1) I ordered using a gift card I was given for Christmas, (therefore he was refunding the $8.99 to the purchaser of the gift card.) Therefore, slighting me MY $50 gift card. 2) CARAMELO has a $35 minimum purchase requirement, and $16 shipping. So there is no way for me to order JUST the missing package.

I made my request clear, and Ruben dismissed it by repeating what he’d said in the previous email. At this point, the tortillas could be amazing, but supporting this business and its lack of customer service/appreciation, is out of the question. This is NOT what our industry (hospitality/service) is based on. And it’s sad that a company who has gained notoriety and has grown off the backs of its customers and word-of-mouth, would have no concept of...