Review of Ginger's Gluten Free Cupcakes

I got gf cupcakes awhile back. I had high hopes based on the extensive menu. Unfortunately, they were hard & chewy. Absolutely gross. I decided maybe it was just an off day and ordered again a few months later. 6 cupcakes. I was unable to get off work in time to pick them up off her front porch at our scheduled time. And asked to come an hour later. She said no. She’s too busy with other pickups at that time. Weird because it’s a contactless pickup. They just sit outside on the porch until you go get them. So because I couldn’t get off work in time, she canceled my order. Cupcakes went to waste and I had nothing to bring to my own birthday. In addition to gross cupcakes there’s little customer service skills.

Is there a gluten-free menu?

— Gluten-free items are marked on the main menu

How much of the menu is available gluten-free?

— Most/All

How would you rate the taste and quality of the gluten-free food you tried?

— Below Average

I was very disappointed to read this review from 2021, as I have never had a negative review before. I reviewed my texts and order records with this guest and am providing a response. In February 2021, this guest placed an order, and scheduled her pickup, which is the usual procedure. This has never been a "contactless" or "porch pickup" model bakery, as she stated in her review. Guests schedule a pickup window of time, which is theirs and theirs alone. Upon arrival, orders are brought straight to my guests' vehicles, and personally handed to them. This guest contacted the bakery the day before her scheduled pickup to request a new pickup window which would be "at least" two hours later because her work schedule changed. The new time she was requesting was after the bakery would close for the day, and I sadly I was unable to accommodate. She then requested that her perishable baked goods be placed on the porch at that time so she could pick up after the bakery closed, to which I explained I could not accommodate because there was no way at that time to protect her baked goods from the elements until her arrival. She requested the order be canceled at that time (2:54pm). I apologized to her for her disappointment, and refunded her in full (at 2:54pm). Her cupcakes didn't "go to waste" - they were never baked, as all of my items are baked fresh-to-order the same day pickup is scheduled, and her order was cancelled the day before. I never heard from her after that. As far as her cupcakes being "hard and chewy", she ordered keto almond flour Brownie cupcakes, which are intended have a "chew" to them. I understand disappointment in not having a treat on your own birthday, but it can't be blamed on the bakery because a guest's work schedule changed and they can't arrive to pick up an order when the bakery is open.