I have found customer care at Warrens to be non-existent, both at branch level and higher. I visited Warrens last weekend. I asked the manager if she had any vegan pasties. She said yes, that the Cauliflower Cheese pasty was vegan. I asked if she was sure it was vegan as it had the word 'cheese' in the title and not the word 'vegan'. She said yes she was absolutely sure it was vegan - it must be vegan cheese. I questioned this again as it was marked vegetarian. She replied in a way that seemed irritated "Yes I am 100 per cent sure! It is a new product and I assure you it is completely fine for vegans! It is obviously vegan cheese...do you want the ingredients?" She was claiming to be 100% per cent sure so I said "Okay I believe you". Only after I had eaten it I discovered the ingredients had been printed on my friend's receipt - it contains milk and cheese and is not suitable. When I approached the manager about this she first suggested it could still be vegan cheese, then when she checked her ingredients book she just said that she had been to the launch of that product and that is what they had been told. I told her I was really upset to have eaten it - and that if I'd been someone with an allergy I could be ill now or worse. She just repeated "well that's what I was told" There was no customer care - I wasn't even offered an apology or a refund. I emailed the company afterwards but there has been no acknowledgement or response.
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Award winning Warrens Bakery is the oldest Cornish Pasty producer in the World, the oldest bakery in Cornwall & one of the oldest artisan bakers in the UK.
