Twelve Cupcakes at Jem

Very unethical shop. My mother had placed an order on 13 March 2025 for 22 honey cakes due 1 week later on 21 March 2025. she realized later that she had a duplicate order and quickly went to the shop to cancel and get a refund, more than 7 days before the due delivery. Surely the shop has not began baking the cakes but they were insistent on not being able to cancel the order as well as provide the refund, which is absolutely mind boggling when the products aren’t even made yet as well as more than 1 week notice provided for the cancellation.

The two ladies in the shop were extremely blur, didn't know what they were doing etc. They took an inordinate amount of time to retrieve 3 cookies, and the employee didn't even know the difference between dark chocolate cookie and milk chocolate cookie. The third cookie we ordered was the "rocky road" cookie with melted marshamallow in the middle, and the other employee handed it to me saying that "it just came out of the oven", and that's why it wasn't hardened yet. Firstly, the cookie was room temperature even though she claimed it was fresh out of the oven. Secondly, I believe it was just a badly cookie because the cookie was super crumbly and fragile, and I had to cradle it in my hands because it would just break apart otherwise. I cannot describe the extent of disappointment as I had paid $4 for the cookie, and it was my most terrible cookie experience ever. This was my first cookie experience with Twelve Cupcakes and safe to say, I would never come back to patron this shop for cookies. My dosappointment is immeasurable and my day was ruined because of the terrible cookie.