SN
Sindi N
1 reviews | Active since Jan 2019
28 Sept 2022, 09:35
DISGUSTING SERVICE
Hi
I ordered a cake and gave full instruction and description of the cake for a graduation party that was on 10/09/2022, I was disgusted and extremely disappointed by what I got, the size was not the same, the wording was supposed to be silver but it came gold, there was no lemon flavor and the cake was not well baked I raised my concerns to your WhatsApp and the store at maponya mall and up to this date no one wants to take responsibility and resolve the issue, I paid 1350 for the poor service and incorrect order and I want my money because this is unacceptable and a ******* of which I will not allow you to get away with it
I want the contact numbers of the owner of the bakery , you clearl took someones ideas and displayed at your shop to attract customers under false service
SNdima
Helpful (0)
Replies (2)0
Replies (2)
Cake zone's replyOfficial
10 Oct 2022, 11:18 Good day Sindi,
We appreciate your feedback regarding your order. We understand how frustrating it is to receive a product that doesn’t meet your expectations. We want to apologize as Cake Zone's management team for the frustration caused by this and we take full responsibility in handling the following complaints you have raised:
1. The color of the "Congratulations Ayanda" custom topper was gold instead of silver. We will not charge you for this, which was valued at R300. The reason that happened is because our admin that places the orders for these custom toppers had her phone ****** and our Maponya branch cashier failed to remind her of the change in color, so the custom topper order was placed based on the picture provided
2. The graduation cake size you ordered was 20cm x 18cm. The cake was made to that size and when it was picked up at the branch, it was compared with all our 20cm x 18cm cake models and to our knowledge, it was confirmed that the size was correct.
3. The cake did not have lemon flavor. We have no way to trace back why this may have happened but we take your word that the lemon flavour was not what you expected. We are offering a 20% discount to you for that.
In conclusion, we would like to give you a refund of R300 + R160 = R460 for the cake. Our customer service manager will call/message you again (she has tried to call and message you several times) to arrange for you to receive the refund.
At Cake Zone, we pride ourselves in having the best and most creative design team and we serve over a thousand customers every week with custom celebration cake designs through our 17 branches in Gauteng and our online store (https://cakezone.co.za/).
Thanks again for bringing your experience regarding your order to our attention and we hope that in the future we will be able to improve our service to you.
We appreciate your feedback regarding your order. We understand how frustrating it is to receive a product that doesn’t meet your expectations. We want to apologize as Cake Zone's management team for the frustration caused by this and we take full responsibility in handling the following complaints you have raised:
1. The color of the "Congratulations Ayanda" custom topper was gold instead of silver. We will not charge you for this, which was valued at R300. The reason that happened is because our admin that places the orders for these custom toppers had her phone ****** and our Maponya branch cashier failed to remind her of the change in color, so the custom topper order was placed based on the picture provided
2. The graduation cake size you ordered was 20cm x 18cm. The cake was made to that size and when it was picked up at the branch, it was compared with all our 20cm x 18cm cake models and to our knowledge, it was confirmed that the size was correct.
3. The cake did not have lemon flavor. We have no way to trace back why this may have happened but we take your word that the lemon flavour was not what you expected. We are offering a 20% discount to you for that.
In conclusion, we would like to give you a refund of R300 + R160 = R460 for the cake. Our customer service manager will call/message you again (she has tried to call and message you several times) to arrange for you to receive the refund.
At Cake Zone, we pride ourselves in having the best and most creative design team and we serve over a thousand customers every week with custom celebration cake designs through our 17 branches in Gauteng and our online store (https://cakezone.co.za/).
Thanks again for bringing your experience regarding your order to our attention and we hope that in the future we will be able to improve our service to you.
Cake zone's reply10 Oct 2022, 11:18
Official
Good day Sindi,
We appreciate your feedback regarding your order. We understand how frustrating it is to receive a product that doesn’t meet your expectations. We want to apologize as Cake Zone's management team for the frustration caused by this and we take full responsibility in handling the following complaints you have raised:
1. The color of the "Congratulations Ayanda" custom topper was gold instead of silver. We will not charge you for this, which was valued at R300. The reason that happened is because our admin that places the orders for these custom toppers had her phone ****** and our Maponya branch cashier failed to remind her of the change in color, so the custom topper order was placed based on the picture provided
2. The graduation cake size you ordered was 20cm x 18cm. The cake was made to that size and when it was picked up at the branch, it was compared with all our 20cm x 18cm cake models and to our knowledge, it was confirmed that the size was correct.
3. The cake did not have lemon flavor. We have no way to trace back why this may have happened but we take your word that the lemon flavour was not what you expected. We are offering a 20% discount to you for that.
In conclusion, we would like to give you a refund of R300 + R160 = R460 for the cake. Our customer service manager will call/message you again (she has tried to call and message you several times) to arrange for you to receive the refund.
At Cake Zone, we pride ourselves in having the best and most creative design team and we serve over a thousand customers every week with custom celebration cake designs through our 17 branches in Gauteng and our online store (https://cakezone.co.za/).
Thanks again for bringing your experience regarding your order to our attention and we hope that in the future we will be able to improve our service to you.
We appreciate your feedback regarding your order. We understand how frustrating it is to receive a product that doesn’t meet your expectations. We want to apologize as Cake Zone's management team for the frustration caused by this and we take full responsibility in handling the following complaints you have raised:
1. The color of the "Congratulations Ayanda" custom topper was gold instead of silver. We will not charge you for this, which was valued at R300. The reason that happened is because our admin that places the orders for these custom toppers had her phone ****** and our Maponya branch cashier failed to remind her of the change in color, so the custom topper order was placed based on the picture provided
2. The graduation cake size you ordered was 20cm x 18cm. The cake was made to that size and when it was picked up at the branch, it was compared with all our 20cm x 18cm cake models and to our knowledge, it was confirmed that the size was correct.
3. The cake did not have lemon flavor. We have no way to trace back why this may have happened but we take your word that the lemon flavour was not what you expected. We are offering a 20% discount to you for that.
In conclusion, we would like to give you a refund of R300 + R160 = R460 for the cake. Our customer service manager will call/message you again (she has tried to call and message you several times) to arrange for you to receive the refund.
At Cake Zone, we pride ourselves in having the best and most creative design team and we serve over a thousand customers every week with custom celebration cake designs through our 17 branches in Gauteng and our online store (https://cakezone.co.za/).
Thanks again for bringing your experience regarding your order to our attention and we hope that in the future we will be able to improve our service to you.
SN
Sindi N's updateReviewer Update
10 Oct 2022, 11:41it took long for this matter to be addressed however i will go to the store on Saturday for that refund
SN
Sindi N's update10 Oct 2022, 11:41
Reviewer Update
it took long for this matter to be addressed however i will go to the store on Saturday for that refund