Reply from Dolci Aveja USMar 17, 2026
Julie,
We are disappointed to see this review after a full week of direct communication with our team, during which we responded promptly to every one of your emails — including over the weekend — in an effort to address each of your concerns in detail. Despite all our efforts to provide you with the best service, you have been rude to our customer service team and claimed that we were misleading you in our responses. We want to clarify a few key points.
As you stated, this was your third order in less than two months, and as you also mentioned — thank you for confirming — “our products are delicious.” We appreciated your repeat business and included a complimentary product as a courtesy.
Your order was placed at 2:13 a.m. and shipped before 11:00 a.m. the same day, reflecting the speed and care we provide with every order.
You selected Priority shipping, and the package was delayed by the carrier over the weekend — completely outside of our control. You first contacted us Saturday night and stated that if the package did not arrive by Monday, you would not order again from us. We replied immediately over the weekend, monitored the shipment, and issued a partial refund as a courtesy.
In addition, the expedited shipping charge remains unpaid due to a payment processing issue, which we chose not to pursue as a goodwill gesture.
Your review omits several important facts:
All products are sold by net weight, not by number of cookies. Because they are handmade, sizes vary. The guaranteed measure is the total weight, not the piece count. We explained this to you clearly. The guaranteed measure is the weight, not the number of pieces.
Packaging: We transitioned to individually wrapped cookies to better protect freshness. An exterior seal is no longer always required. A missing edge seal is a minor packing imperfection, not evidence of tampering.
Batch code: Your previous order was placed less than three weeks earlier, so both shipments came from the same batch. Our products are made without preservatives, so a shorter shelf life is expected and part of our quality standard.
Chocolate appearance: The discoloration you mentioned is a natural effect called chocolate bloom, which can occur with temperature changes during transit — especially with a weekend delay. It does not affect safety or quality.
Storage claim: You suggested improper storage due to Florida humidity. This is incorrect. Our products are stored in a climate-controlled, FDA-registered facility. If this were a storage issue, it would have affected your previous orders as well, which it did not.
What is especially disappointing is that despite:
our prompt responses all week,
our weekend replies,
the complimentary product included in your order,
the partial refund issued as a courtesy,
and our decision not to pursue the unpaid expedited shipping charge,
you still escalated the matter publicly and continued to make claims that do not accurately reflect either the product or the service you received.
Lastly, we want to remind you that you began this correspondence by stating that if your order did not arrive on your expected day, you would never order from us again. From the beginning, your communication has been consistently hostile. You received discounted pricing, a partial refund, complimentary products, and you did not pay for the expedited shipping — yet you are now demanding a full replacement of two boxes based on the appearance of a small portion of the product.
We take great pride in our products, our service, and the way we treat our customers. We always strive to resolve concerns fairly and professionally. In this case, despite extensive efforts on our side, that was not possible.
At this point, it is clear that we are not able to meet your unrealistic expectations. We are closing this case here, and for that reason, we will not accept future orders under your account.
— Dolci Aveja Director of Customer Service
