SHOCKING poor customer after sales service - Frozen cakes are NOT WORTH IT!!!

Shocking customer service, and after service when you spend over R400 on an ice cream cake that melts in 4 minutes!!! Never supporting any Marcels establishment again!!!!!!!!!

Copy of the email sent 2 months ago, NO Reply from Century City branch!

"without prejudice"

Dear Sir

I am writing to you this morning in reference to an extremely poor quality cake (that was not frozen as expected) which led to an extremely disappointing Birthday cake celebration.

Allow me to detail the event:

My girlfriend's birthday was on the 18th February 2021, approximately 5 to 7 days prior to having her birthday at Cape Town Fish Market in Canal Walk, I purchased the above cake for our celebrations to be held on the 19th February 2021. She was extremely excited, and looking forward to it. We even planned having the Birthday dinner closeby to guarantee the best experience. (keeping it frozen)

We stopped into your shop, in canal walk before going to the restaurant and informed them we will collect the cake when we are about to eat it, thereby ensuring it is frozen.

We had dinner, and I left to go collect the cake downstairs at Canal Walk branch, while I was placing the "Happy Birthday" candles into the cake (these little figures probably weigh about 1 gram each) I noticed they could not even keep up straight, and fell over. Very worried I rushed upstairs, candles falling over, quickly lit them, sang happy Birthday and speedily tried to cut the cake. Total time 5 minutes!

Cake, well ... cake no more, it was now a runny mess within the box. Scooped it out, and ate our sloppy R450 odd cake... smoothie. Rest was put into take away mugs, and I left at your Marcels Branch after describing our experience.

A birthday cake is paramount to the celebration, I didn't want to write this email... for one reason, I had to relive the details now, and how it made me feel when all I wanted for her Birthday was for her to enjoy the cake which she was so looking forward to.

Disappointing to say the least...

I look forward to hearing from you regarding this, and I can be reached on ***

Regards

-- Thanking you Kind Regards Brett Steensma