Soggy cake

I purchased a rococo chocolate cake from their Pavilion store on the 24th of December, on the same day I had gone to the factory shop in imvubu Park to buy a 18cm red velvet, and was told to take it out my freezer 90 minutes before serving.

To my dismay after following these instructions my chocolate cake was so soggy inedible. I expressed my disappointment with them on facebook and was told that customer care would be in touch, they have not.

I went through my emails and see an email from them.

Dear Sinenhlanhla,

Thank you for contacting Chateau Gateaux with regards to your Rococo cake complaint.

Chateau Gateaux has an ISO22000 accredited manufacturing facility which adheres to strict quality and food safety standards, we take great pride in our ability to track and trace products in order to investigate any issues or concerns, and we can assure you that your complaint is being treated with the utmost importance.

Please could you provide us with the below information, so we can proceed with our internal investigation.

A detailed explanation of the defrosting procedures used to defrost the cake Images of the till slip or screenshot of EFT payment A clear image of the white label found on the outer packaging of the cake 50% of the product, in its original packaging, brought back to the Patisserie of purchase

We look forward to hearing from you.

Best regards,

Thembisa Ngubelanga

Customer Care Administrator

I'm annoyed beyond measure with this. Was I supposed to anticipate that the cake would be soggy and take pictures of the packaging? Was I supposed to keep this inedible cake?

Well I didn't, so now what happens? I loose my R266?

This is unacceptable............