Whole Foods Market

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Charged for Order Never Received! Messed up My Son's Birthday Cake!

I had a very disappointing experience at whole food Avalon. I ordered a cake for my son’s birthday. When I tried to check in for my husband to pick it up, the system showed nothing. I called them, and was told that the cake would be ready. When my husband went to pick it up, they said that they could not find the order. He ended up waiting for half a hour, while I was also put on the phone for half a hour. They didn’t have the cake we ordered. They decided to give us a smaller and cheaper cake for free. They said that they have not charged me for the cake I ordered. I told my husband that it is true we have not paid for the cake. Two days later, I got an email from Whole Foods saying that the order is complete. My credit card was charged for the original cake we never received. I should have just got a cake at Kroger or Publix instead. I did call the customer service. I was told that they will send me an email immediately. I have to take a screenshot of my credit card statement to get the refund. Really, all these hassle? I have not received the email. I am just going to post this review everywhere, Yelp,…., so people won’t have to go through this hassle to get the birthday cake for their kids. I finally called my credit card company and disputed on the extra charge (the difference between the cheaper cake and my original order). It is not about the money, but principles on customer service. I have never had experience of being charged for some goods I never received out of my whole life, except this time and once with Aliexpress from China during the pandemic last year. Really surprised for a retailer like Whole Foods, which is supposed to have high end service. Low end retailers won’t even make a mistake like that.

What a disappointment. I wouldn't recommend this Whole foods to anyone. I won't go back. I have been a fan of whole foods for a long time, I am hoping I can find another store to restore my faith.