Ordered a HOT CHOC FOR TWO GIFT BAG.

Up on reaching to the cash counter, I explained the online order and pickup of gift set. I was told they have no idea about the order. I provided order number, app confirmation, email confirmation and even proved that money is deducted from my account which i showed on my online banking app!

The response - well, just go in the front of the store and pick up by yourself. So i paid $44.95 plus a Service Fee of $1.47 but the store cant be bother to even prepare the gift for pick up!!!

I though, it might be a bad day for them and customer service might not be in front of their mind. So i went in front to pick up the giftset. After fumbling around, found the giftset which was broken. The packages were all Brocken or reaped horribly. It was definitely a giftset that is not giftable.

So again - I queues up. Waited and reached to the front counter. I explained that all boxes are broken - can you please provide an empty gift box? I was told - it is was it is- there is nothing they can do. They do not make them in store - so too bad. I know that Sanchurro provide option to "CREATE YOUR OWN GIFT BAG!". How is it possible if they cant have a giftbag. Even after talking to the manager - the answer did not change. I realised that customer service was non-existent and they have no interest in serving.

So i requested to cancel and refund the money. So starts another wait - where after 15 minute they realised that they cant cancel it as the system does not allow them. So I was told - well they cant refund and can only provide cash. At this stage, I was completely disgusted and left the store.

Sanchurro is charging premium for their product and services. But what you are serving is extremely poor, underwhelming and Zero customer service. It is unfortunate that Sanchurro lost its quality identity. I can assure you that I definitely DID NOT "feel welcome" and DID NOT LEAVE "with a fun, vibrant memorable experience". It was anything but that.