LE
Lynn Elliott-Kennedy
1 reviews | Active since Mar 2009
28 Jan 2018, 09:05
Stale Cake
On Friday I placed a comment on the FaceBook page of Mugg and Bean as follows: "My understanding is that the cake at the Mugg and Bean is supposed to be fresh. However, I ordered a slice of carrot cake and a slice of chocolate cake as a take away for my aged mother. Her disappointment was palpable. The carrot cake was stale and the one side was hard and crumbly. Not to mention that the cake is certainly not cheap! How disappointing - I would rate that the cake is a few days old and should have been pensioned off a while ago - freshly baked is certainly not what either of the cakes were. I suppose I should have prodded and poked to see if the advertising blurb was indeed true - so I suppose it is my fault for being a trusting consumer! I will never recommend the cake to anyone - I wonder how many days had passed with the cakes looking out the display cabinet without anyone willing to take a chance - perhaps others have also had the same experience! NEVER AGAIN!" My email address was requested and provided. It appeared that this was to silence me, as no email has been received by me.
It is clear that the Mugg and Bean had no intention of dealing with this matter privately, despite the request for my email address. It was a ploy to neutralise me so that I did not make further comments!
How very disappointing. Not to mention the stale, unpalatable cake - this is leaving a really bad taste in my mouth. It appears that the Mugg and Bean have no idea how to handle this situation! How disappointing!
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Replies (2)
Mugg And Bean's replyOfficial
28 Jan 2018, 10:22To hear you had an experience like this makes us just as upset and we will be resolving this matter for you. A Mugg & Bean Customer Care agent has been notified of this matter and they have escalated it to both the store manager and the area manager for the store in question. A representative from the store and from our Customer Care team will be in touch with you directly to ensure this matter is resolved swiftly.
If you have any further queries or comments to make on the matter, please feel free to get in touch with our Customer Care Line directly.
Kind Regards,
The Mugg & Bean Team
Customer Care Line: ***
Best regards,
Mugg And Bean's reply28 Jan 2018, 10:22
Official
To hear you had an experience like this makes us just as upset and we will be resolving this matter for you. A Mugg & Bean Customer Care agent has been notified of this matter and they have escalated it to both the store manager and the area manager for the store in question. A representative from the store and from our Customer Care team will be in touch with you directly to ensure this matter is resolved swiftly.
If you have any further queries or comments to make on the matter, please feel free to get in touch with our Customer Care Line directly.
Kind Regards,
The Mugg & Bean Team
Customer Care Line: ***
Best regards,
LE
Lynn Elliott-Kennedy's updateReviewer Update
28 Jan 2018, 10:56Thank you for your prompt response. I am unimpressed with the response I received from your FaceBook page! Please be aware there are two stores in Vanderbijlpark -it was the one at the Riverside Shopping Centre - where the staff are great and so is the coffee - the stale cake was a terrible disappointment and the experience was sul**** by the inept response from the person on FaceBook's response! My dogs enjoyed the cake, which was inedible!
LE
Lynn Elliott-Kennedy's update28 Jan 2018, 10:56
Reviewer Update
Thank you for your prompt response. I am unimpressed with the response I received from your FaceBook page! Please be aware there are two stores in Vanderbijlpark -it was the one at the Riverside Shopping Centre - where the staff are great and so is the coffee - the stale cake was a terrible disappointment and the experience was sul**** by the inept response from the person on FaceBook's response! My dogs enjoyed the cake, which was inedible!