Absolutely HORRENDUS
Absolutely HORRENDUS I placed my order was placed and paid for on Friday 26th September for collection from the Sutton store on Saturday 4th October. The collection time I selected was 4pm as there were no early slots available. I went to the store as advised on 4th October only to be told that the order was not there and there had been a change in management and the order would most likely be delivered to me instead. Having spoken to the management in store they advised me that the change in management had taken place 10 days prior which would have taken the date to before I placed the order. Not once in this time was I contacted to advise me not to go to store to collect the order or to offer me any alternative. I called the office who advised they would call me back. That didn’t happen within a reasonable time frame considering I was in the store and with 2 children waiting to collect a cake. So I had to call again. I was then informed that there had been an ‘issue with management’ and unfortunately my cake order was not fulfilled. No offer of resolution was given, only a refund 'on this occasion'. On this occasion??? i paid for a product that was not there!!! This is not acceptable customer service. There were 8 days from me placing the order to the date of collection to call me to advise of the issue. Instead I was left to make a wasted journey with 2 small children to collect a cake for a party the following day. My daughter was very upset the cake she wanted and that I had paid a lot of money for was not there. Given the fact it was so late in the day, the choice I had to choose an alternative from was limited. Also no equivalent to what I offered was available. This service is unacceptable. I haven’t been refunded for the cake paid for and had to spend further money on a replacement that actually wasn’t suitable. It has been 2 weeks since this happened and i have not received any refund.