A cake was ordered for my nieces 21st bday party. It was delivered by a man and the bottom of the box was soaked through. My 80yr old mother did not understand why that was but brought the cake to the restaurant. The restaurant presented the cake with a candle to the table. Everyone’s faces dropped whilst we sang happy birthday all of us looking at the cake thinking what the hell was wrong with it. I stopped the celebrations and apologised to my niece and said that is not fit for human consumption. The bags that kept it fresh had burst and the cake was unrecognisable. She was utterly disappointed as were we all, to not have a cake on such a special day. I emailed the Sales Manager the next day and explained this awful situation. I asked for a full refund as it was an error on their part. I was met with what I can only describe as a very unprofessional reply. As if a 12 year old was replying in short texts. He told me we could have 50% back. Well we had not touched it so that was not acceptable. So after numerous emails back and forth he then said if I returned it we would get the full refund. Well we quickly returned it and had it tracked for safety. I heard nothing for days. I emailed yet again to chase the refund and was told they had not received it. I had proof of my receipt but yet that was still not enough to warrant a gesture of good will and to receive a full refund. I decided to reach out to the Company’s Director and I forwarded about ten pages worth of proof, photos and emails of my conversation. But all to no avail and this was a four week battle. My mother is short of £55 for the cake and also an extra £11.50 for postage. She is 80 yrs old and I find it utterly unacceptable to have been treated like this with little thought or even care about our experience. I would never buy a cake from you again which is a shame because the one cake we had (2023) was actually lovely (hence my recommendation for my niece). So thanks to your sales manager you have lost business. It would be nice if someone other than the person we dealt with could rectify this matter out of goodwill. (REPLY) Yet again you have still not accepted responsibility. The cake was not delivered with no issues and your cake was sent back to you tracked delivery and you were sent that proof.
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Handmade besspoke luxury flavours & designs of the finest tasting miniature tower cakes around! Nationwide delivery within 24 hours
