Cake order not fulfilled for birthday celebration

Dear Pick n Pay Management, I would like to formally express my disappointment with the service I received from your bakery department at the plumstead branch.

I ordered a chocolate cake for my son's birthday and arranged to pick it up a day before the party. Upon arrival, I was told that the cake had not been made and that the baker was only producing a specific cake for the day. This was incredibly frustrating as I was not informed of this in advance, leaving me with no other option. Despite not receiving any apology, I reluctantly accepted the alternative cake they offered.

Unfortunately, the substitute cake was not only different from what I had ordered but also of very poor quality. It was dry and did not taste fresh, which was a major letdown for a birthday celebration.

I returned to the store to address my concerns with the manager, explaining how unhappy I was with both the product and the service. To my disappointment, the manager did not offer an apology or any form of resolution, which only added to my frustration. I am deeply dissatisfied with the lack of accountability and poor customer service displayed by the bakery team.

As a loyal customer, I expect better communication, product quality, and a more empathetic approach from your staff when mistakes are made. I hope you will take this feedback seriously and ensure that such incidents are prevented in the future.