A dozen stale birthday doughnuts!
We ordered a dozen doughnuts and candles for my wife's birthday celebrations. We lit them up for a party a few hours after they were delivered, but the whole batch was stale!
My wife wanted them because she visited Bristol a few weeks ago and said they were great, but clearly they don't travel well!
I've never had such a heavy and dry doughnut! So disappointing, and expensive (this batch of 12 stale doughnuts cost over £60).
---
After reaching out to their support I was basically told to get lost, and that their doughnuts were heavier because of the sourdough base - despite having mentioned my wife had been to their Bristol branch a few weeks earlier and there they were completely different.
I won't order from them again, there is clearly a quality control issue and their customer service is just offensive!
Reply from Crosstown
Hi J,
I'm very sorry to hear of your recent experience, and particularly so given the intention they were ordered for.
Whilst I can assure you that all our doughnuts are freshly baked, and dispatched on the day they were made occasionally if inappropriately stored during delivery with one of our courier partners (e.g. placed next to a temperature source at a depot), this can negatively affect the quality.
Please note I have processed a full refund for this order (please allow up to 10 business days for the bank to send this across, unfortunately this is the timeline provided), and I hope that the £15 voucher my colleague sent will enable your wife to try a few of our recent seasonal menu next time you are near one of our stores.
David
Crosstown Customer Service Team