Review Time
As a long-time admirer of high-end patisseries, I am truly let down by my recent experience with the service. I ordered a chocolate fondant cake expecting a rich, moist dessert made with quality dark chocolate, something that justifies the premium price. Unfortunately, what we received was dry, bitter, and had an almost burnt flavor, making it unenjoyable and not the highlight of our afternoon as anticipated. To add to my frustration, I have reached out several times via email to the customer service team with no response at all. For a luxury brand charging over £30 for a single cake, the absence of basic customer support and quality assurance is unacceptable. I find myself comparing this experience to other brands, whose cakes are consistently fresher and are supported by attentive customer service. It is surprising that a brand with such a reputation and price point would offer a product of this quality and then disregard customer feedback. If this brand wants to maintain its standing in the luxury patisserie market, it must enhance both product quality and customer service responsiveness.
As a long-time admirer of high-end patisseries, I am genuinely disappointed by my recent encounter with the service. I ordered a chocolate fondant cake expecting a rich, moist dessert made with quality dark chocolate, something that justifies the premium price. Unfortunately, what we received was dry, bitter, and had an almost burnt flavor, making it unenjoyable and not the highlight of our afternoon as anticipated. To add to my frustration, I have reached out several times via email to the customer service team with no response at all. For a luxury brand charging over £30 for a single cake, the absence of basic customer support and quality assurance is unacceptable. I find myself comparing this experience to other brands, whose cakes are consistently fresher and are supported by attentive customer service. It is surprising that a brand with such a reputation and price point would offer a product of this quality and then disregard customer feedback. If this brand wants to maintain its standing in the luxury patisserie market, it must enhance both product quality and customer service responsiveness.
When ordering for a celebration, such as Christmas, it is essential to have clear information regarding order dates and delivery expectations. I received a shipment notification just four days before the expected delivery date, which was frustrating. There was no contact number available, and my emails went unanswered. After sending a complaint to the only email address I could find, I received a response claiming my messages had only just appeared in their system. However, they failed to clarify the delivery date again, and I had to inquire once more. Eventually, they explained that dispatch labels were generated in advance of the actual shipping day, which triggered the dispatch emails. This lack of clarity was overly complicated, and I won't be ordering again. The cake better be good after all this.
This has been the worst customer service experience I have encountered. I ordered two items two weeks before my mother’s birthday, but only one arrived. When I inquired about the second item, they informed me it was out of stock. They promised to send an alternative, but that never happened. Despite numerous emails and promises of a response from a manager, I have received nothing. It has now been almost a month, and I still haven't received a refund for the out-of-stock items.
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