Dear Management,
I am writing to formally raise a serious complaint regarding a recent birthday cake order placed from New Zealand and delivered to my sister in Sri Lanka. I am directing this email to management because this situation reflects a failure in planning, coordination, and accountability at a management level not the fault of individual delivery staff.
I have ordered from Lassana multiple times in the past and have always trusted your company for important occasions. That is why this experience has been extremely upsetting and disappointing.
The birthday cake was confirmed for delivery at 10:45 AM, yet it did not arrive until approximately 5:45 PM a delay of seven hours. By the time it arrived, the cake was completely melted, squashed, and destroyed. I have attached photos clearly showing its condition. It was not presentable, not fit for the occasion, and did not resemble the product advertised on your website.
To make matters worse, three separate orders from three different people were delivered to the same house that day. The other two arrived earlier and in good condition. Only my order was delayed for hours and arrived ruined. This clearly indicates poor delivery coordination and ineffective management of logistics. Sending multiple vehicles to the same address at different times, instead of organizing deliveries efficiently especially for perishable items is unacceptable.
When the delivery person arrived and my sister explained that the cake was destroyed and could not reasonably be accepted, she was told that she “has to take it” and that it was not their problem. My sister clearly expressed how hurt and disappointed she was and later sent a message explaining the situation. Her complaint was not properly checked, acknowledged, or handled with any empathy or responsibility.
Despite clear evidence that the product delivered was not what was paid for, no refund has been provided.
This was not just a cake it was a birthday gesture sent with care, trust, and emotional value from overseas. Instead, it caused embarrassment, sadness, and frustration. The lack of accountability and poor handling of this situation has seriously damaged my trust in your company.
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