Worst service encountered

The Kooky Cake Company Berkshire
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From 24 reviews
79.2% of users recommend this

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Surreyperson's review of The Kooky Cake Company Berkshire

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“Worst service encountered”

Written on: 24/08/2011 by Surreyperson (1 review written)

We ordered a cake for a retirement party requesting delivery of the cake on a Saturday afternoon in writing by email. Despite this the company tried to deliver the cake in the morning when we were not at home. The company claims that the driver tried to call us but there were no missed calls. No note was put through the door. The company's owner was uncontactable and after several messages on her mobile and emails she replied by email on the Sunday saying that they were not open on a Saturday afternoon and that we could not even collect the cake on the Sunday. It was as if it was tough luck. The owner would not answer her mobile or call us back.

We are still trying to obtain a refund from the company after nearly 2 months. The company has said that the money has left their Paypal account although this has not credited our account after more than a month. The company appear unwilling to sort out the refund. The owner of the company promises to sort it out but then does not and we feel as though we are being fobbed off.

This is the worst service we have experienced and I would not recommend using this company especially if you are thinking of doing so for a special event such as a wedding.

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Kookycakecomp's Response to Surreyperson's Review

Written on: 06/09/2011

we delivered this cake on the specified day, the customer never specified a time. When we arrived no one was in, we would not leave perishable items on the door step. The lady that ordered the cake did not answer the phone and did not call until around 7 pm when we were closed. We were left with a bespoke cake that couldn't be resold. A good will refund was given although we did not have to. It was not a fault of ours that no one was in when it was arranged.

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Surreyperson's Response to Surreyperson's Review

Written on: 19/09/2011

In response to the Kooky Cake company's comment below:

We rang up several times in the afternoon and even sent an email at 4.57pm that day saying that we are trying to get through to you. It is not true to say we only rang up at 7pm. You said in your email to us on Sunday 10th July at 8.24am that you shut at 1pm on a Saturday and that's why you did not get our calls during the afternoon. Something isn't adding up as I believe you are open on Saturday afternoon? We did not receive any calls from yourselves as already explained.

You say that you have given a refund; again this is not true. We are still waiting for a refund after over 2 months. You even tried to claim that you sent it by Paypal but as you know we checked with Paypal and you did not issue the refund, and you are still unable to provide the confirmation email you promised to sent to us.

I continue to send you emails requesting a refund and you do not reply.

The cake was our retirement present to him and you have effectively taken that gift away as you have not given a refund. I don't know how you can do this to people; how do you expect to have a business that succeeds when you do this? You even tried to get the review above taken off the site but the evidence we provided to the website has supported the review above and so it has remained.

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Surreyperson's Response to Surreyperson's Review

Written on: 21/10/2011

Update 21st Oct 2011. Still not heard anything from Kathryn. She is still ignoring messages.

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