Ilford store- awful! Never coming back!
We have been loyal customers for a number of years here without any issues. However, today was a completely awful experience. We pre-ordered a red velvet cake and collected it this morning. We have had this before and it has been excellent. For today's birthfay it was uneven, had a very, very thick layer of cream and not much sponge. I had to leave my event to complain about it and the staff member there accused us of lying saying that we ate the cake and asked for a refund. I said it was mostly cream so we had to throw it away so he asked for a photo of our bin which I got my sister to send me. Then he said thats just cream, I'm like obviously because thats what you put in too much off. Thats not how a red velvet cake should be. Then he said to get a refund you need to bring 90% of the cake back. So I'm thinking, its a birthday, we sing happy birthday, cut a slice and then inform our guests that we are going to cakes and bakes to return it. What a ridiculous idea! You have just lost a regular customer, I'll go to Cakebox two doors down now. Unprofessional staff and awful service!! Update- In response to your reply, the matter should have been resolved on the day when I came to the store. There is no point in resolving it 3 days later when the function is over. Your assistance would have been helpful on the day!