Luna Bakehouse — Restaurant in Waitematā

Below is a recount of my experience with Luna. I have sent an email to 2 different email addresses and I still haven't received any feedback. I sent an email to Foodprint and received a reply within 24 hours. This was more than 6 weeks ago:

I purchased food from Luna Bakehouse through Foodprint on Tuesday, March 25th, around 4:30 pm. At that time, I was unaware that they closed at 3:30 pm, as they were still listed as active on the Foodprint app. I left work at 5:00 pm and arrived at Luna Bakehouse Newmarket at 5:18 pm, and the app still indicated that I had 41 minutes remaining to collect my order. I tried to contact Foodprint, but couldn't find any contact information on the app, so I searched for Luna's contact number on Google. That’s when I discovered that they had closed at 3:30 pm. At this point, Luna was still listed as active on Foodprint. I tried calling the number, but no one answered.

The next day, March 26th, I tried calling again, but there was still no answer. I then emailed talk@lunas-express.com, which was the only other contact I could find on their website, but I received no response.

Today, March 27th, 2025, I returned to Luna Bakehouse Newmarket during my lunch break. I spoke with the first person at the counter and explained what had happened on Tuesday. She called, who I assumed was, her manager, who came over to the counter. I explained the situation and asked if I could simply receive a refund. She replied, “My boss said all refunds are handled through the app.” I explained that I had already tried that, but there were no refund options available. She took photos when I showed her my app, the order, and the FAQs outlining refunds for change of mind and late arrivals. There was no mention of refunds for the company’s error. At this point, I hadn’t received any apology, even though Luna had been listed on Foodprint while they were closed. The manager then left.

A few minutes later, the manager returned and handed me crumpled paper bags filled with food. I was in shock and just accepted the bags, saying, “Okay.” I looked inside and said, “My order was from Tuesday, does that mean...?” She immediately interrupted, saying, “These are fresh. We don’t keep any food after three days. We throw it out, so you’re getting fresh food,” while the other person at the counter also confirmed, “Yes, they’re fresh.” However, I was holding crumpled paper bags (photos attached) with cold (felt like it came out of the fridge) food inside them.

After leaving, I realized I had only received one Sundried Tomato Wheel, although I had originally ordered six. I returned to the counter and explained, “Sorry to be a pain, but I noticed that I only have one Sundried Tomato Wheel.” The manager replied, “Yes, I just noticed, but we don’t have any more in stock. If you want, you can come back tomorrow to check if we have any day-old stock.” Note: Initially, they both claimed I was receiving fresh stock, but now I was being asked to come back the next day for old stock. She then asked, “Or do you want an almond croissant?” I replied, “Whatever is easier for you,” and she responded, “I’ll just give you the croissants so you don’t have to come back.” She handed me six croissants, and I said, “This is more than what I was meant to receive.” She replied, “Do you want it or not?” So, I just took them and left.

At no point did I receive an apology, and the manager spoke to me in a sarcastic tone throughout the encounter. I didn’t engage in further confrontation because I was in the middle of a busy workday and didn’t want to waste my energy on it.

While I had no issue with Luna Bakehouse or Foodprint initially, I simply wanted a refund for the food I couldn’t collect due to the shop’s closure. However, the attitude and behavior of the manager I dealt with were completely...

The worst experience of my life. Last week was my partner's birthday, and I bought four days in advance a birthday cake at Luna Bake house, everything was great until that moment, I received an email with the confirmation of my purchase and, on the website, there was a message that to make the pick up I was going to receive another email. I waited for 3 days for that pick up email, it never arrived, on the fourth day, I contacted them via email (customer service email, because they don't have a phone number to call), to this day, I still don't receive an answer from them. My partner had to go to the store to see what was going on, and it turns out that they had a problem with the website the day I placed my order, for that reason they never placed my order, but they were not able to communicate with me either. My partner asked for a solution and was told that there was a birthday cake like the one I had ordered at CBD, but that he had to pay again and pick up for it because they could not deliver. At the end, my partner requested a refund, however the damage was done, neither of us was able to find a birthday cake on time, and we had to postpone the celebration. The whole process was very disappointing, I do not recommend the store, the cakes may be good but the customer service...

Edit. Came back to try Luna's mochi creme tart with Ube and it was very liquidy I thought maybe refrigerating it would make it a bit more solid but it never set and was just this really runny consistency that made it impossible to eat without looking like a toddler. I'm sorry Luna but either it needs to be set with some extra gelatine or something in there but its missed the bar for me here. :(

I LOVE Luna okay, don't get me wrong and I love how pretty their new location and how tasty the baked goods is but I just wish they were consistent with their drinks. I got the ube latte w coffee the first time they released this product and it was AMAZING I had been craving it for so long so I went back few months later for their drink to be completely different? There was barely any ube we went to ask for more but the amount put in there was pea sized it was pretty much a normal latte at that point. The drink was like the photos the first time and it was amazing I just wish it was the same the second round and I hope coming back again this is not the same issue 🥲🤍

I'm sorry the picture isn't as clear as the first time round drink, though the second time round picture didn't even need mixing and was a bit sad.. pls bring back the layering + proper amount of ube and the foam...