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The London Cake Company Ltd 97 STATION ROAD, NORTH CHINGFORD, LONDON, E4 7BU. Telephone 020-8523-8283 Email :sales@londoncake.com Wedding & Celebration Cake Makers and Designers for London, Essex & Hertfordshire Scores on the Doors 5 star rated 2010 & 2011 |
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COMPLAINTS If you feel you have reason to complain please read this 1st. Corrections to cakes, including inscription mistakes, can be corrected on the same day in most cases. You are required to give us this opportunity and must let us know of the problem within one hour of collecting your cake.
Complaints are very rare and so we take them very seriously.
Most of the time customers feel they have reason to complain, it is not because of a fault with their cake but due to personal preference, handling or storage.
We do not and can not take responsibility for cakes once they are collected, we advise the best way to transport them before you order, on collection and with labels on the box, even if you follow the instructions there are many factors that could cause damage to the cake. We do not produce cakes of poor design, built wrong or not fit for their purpose, there is no extra value to us if the cake is not perfect for your event.
We give all our cakes a best before date and will not comment with regards to taste, texture, moistness after this date, even if you say it was like it before the best before date. Not everyone will find our cakes to their personal taste this could be because of colour, taste, amount of jam or creams, moistness, none of these make the cake faulty it's just how our cake is it's the way we make them. If your cake is within it's best before date and you feel it is faulty / not fit to eat it must be returned within three days from your collection date to ensure we are able to fairly assess the nature of the complaint. It is advisable to return as close to possible the whole cake, a bit left over after serving your guests will not normally be enough to pass comment on. If we are unable to resolve the mater with you we will suggest the cake is taken to trading standards as they are the best people to deal with fit for purpose claims.
If you placed your order in the shop you will have been asked read and sign to say the details are correct, if you placed your order over the phone your order will have been read back to you to confirm the details of the cake you have ordered, we will have made your cake to match the details on the order. This should mean as long as the cake matches the order, it is as you requested it, date required for, colour, decoration message, spellings etc.
If it is agreed your cake is faulty, the maximum refund we offer is part value to full value of the cake only, this will depend on the amount of cake returned. Decorations on a cut cake will not be included in any refund as they will have served their purpose.
Further compensation is not available.
If you feel after reading the above you have a complaint with your cake please phone and ask to speak to Mark Huggins, if I am not in the shop / bakery you will be asked to leave a contact number and I will call you back ASAP. Due to contractual law it will need to be the customer who ordered the cake making the complaint.
I have been baking and selling cakes since June 1989 Mark Huggins
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Information Pages
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Please phone for a Quote with the relevant photo number: 97 STATION ROAD, NORTH CHINGFORD, LONDON, E4 7BU. 020-8523-8283 Open Monday - Saturday 9am - 5pm We recommend that you read our General Information page before ordering. We accept all major credit and debit cards, a deposit is required when ordering, the balance has to be paid in the shop at the time of collection.
The images on this site are the copyright © 2012 of The London Cake Company Limited |
