Review of Hannah's Gluten Free: Mixes & More

Just at the start, my sister and I were put off during the online ordering process. They charged us a $5 shipping fee just because we were picking up at the Dallas location and not Mesquite (where the bakery is). We would have picked up at Mesquite but they were closed that day. It also seems a bit ridiculous to ask for $5 to transfer items at a distance that is less than 30 minutes away. We also noticed that we were required to give a minimum of a 20% tip. I am not against tipping, and I tend to give 20% tips for good service anyway, but it seems ridiculous to force your customers to tip. I find this fact even more ridiculous after noticing that they got our order wrong. My sister was looking forward to this because she has celiac and it is almost impossible to find fresh baked items that she can eat. We went out of our way to get these items for my sister. I picked them up in Dallas and drove to San Antonio for the weekend to bring them to her. She was so disappointed and upset that they had not included an item in her order, especially after having to pay so many extra fees. When I called a couple days later to correct the issue, the person on the phone seemed like she was accusing me of lying. She was asking me why I had waited this long to call. I was visiting family for the weekend so of course I wasn't able to drop everything and call about an error on the order. I asked if it was possible for them to ship out the missing item, since my sister was looking forward to it so much, but was told that it was not "cost effective" to do so. On their emails, however, they claim to ship nationwide so I know that this was just another tactic for them to get as much money out of us as possible. We will never order from here again and I am so disappointed to see these money extortion strategies being used by a "small company".

Owners response: “We apologise again for the mix-up. It could have been avoided had both you and our staff double checked the order before you left. You called us two days later to ask if we would ship you one single cinnamon roll for an order that you picked up. We offered you the option of picking it up but you refused and asserted that it should be shipped to you. Unfortunately we cannot as we told you. It would cost almost three times what you paid for the cinnamon roll to ship it. So we refunded it instead.

We are happy you won't order again, as you were rude af when you called. It's a cinnamon roll...not an organ. It really didn't call for the disrespectful, entitled attitude. We understand being upset about missing one item but you're too much.

As for the lie that we have mandatory tipping, we do not. It is optional. Had you read our site you would have seen that ma'am. Those tips go directly to our bakers to help support the higher cost of staff these days. Google the job market crisis for a more thorough explanation of said crisis.

As for the $5 fee, if you didn't like it you could have picked up at the Mesquite location during our normal business hours. Seems redundant to complain about your own choice but whatever.

Be well.”

Edit to owners response on google: Your response just shows what an unprofessional business you are running. My sister is already unfortunate enough to have a disease that prevents her from eating at 90% of businesses out there and then she has to deal with businesses like you. I was not rude on the phone call. I am actually quite a pushover and when you said that it was not cost effective to ship the cinnamon roll, I said that a refund would be okay. As much as it would not be "cost effective" for you to ship the cinnamon roll, it would not be effective for me to pick up the cinnamon roll. As I stated in my review and on the phone, I picked it up in Dallas and had to drive 5 hours to deliver it to my sister.

It is also unreasonable that I am expected to make sure that your employees have done their job correctly. I did not check the order, since I am not gluten free and I did not want to get gluten on the order and make my sister sick.

It is not a lie that a tip was mandatory. My sister was unable to continue the order until she gave a tip of 20% or 25%. It's sad that in all your responses to complaints, you say they are entitled. It is not entitled to expect good service. I don't know about the other people, but I was not rude on the phone so it is making me doubt that all the others you called rude and entitled were actually acting in that way.

I will be reporting you to the BBB so that anyone else who will consider coming to you will think twice

Is ALL the food in this establishment gluten-free?

— Yes, the establishment is dedicated gluten-free

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

— Good

Other Characteristics

• Good for takeout