Cake Stuff

We're sorry to read your review Carol. Having checked your order notes, we can see that you ordered a tall box extension but had mistakenly thought it was the actual box you'd ordered.

Whenever we make a mistake, we bend over backwards to put it right for our customer. All we can hope for is that when a customer makes a mistake, they have the good grace to realise it rather than take their frustration out via a negative review.

We have confirmed with you that you received the correct products in good condition and well within the delivery estimate. The only issue was that you thought you'd ordered a completely different product.

Not really sure how that makes us "appalling" but we're to help if you need us.

Many thanks for your review. We understand your concern about the delivery charge and are always happy to explain.

We use Royal Mail for smaller, lighter orders (normally under 2kg) but for anything over 2kg Royal Mail becomes too expensive, so we use DPD couriers who offer a next-day delivery service with a one-hour window and lots of handy 'In-Flight' options to help customers manage their deliveries.

The delivery charge isn't therefore a 'postage' charge... in fact, a box of sugarpaste like this weighs over 5kg so to send by Royal Mail 24 (the new name for standard 1st class post) would actually cost £21.90. By comparison, sending it by DPD only costs £6.95.

For UK mainland addresses, the £6.95 delivery charge covers any weight of order over 2kg no matter how many boxes we have to send it in, and deliver is free on orders of £75 or more. In the case of your particular order, one 5kg box of sugarpaste would cost £6.95 to have delivered but if you had ordered 3-4 boxes the delivery charge would still have been only £6.95.

The other thing that's easy to forget is that the RRP of Couture is £19.99, but our direct price is only £14.95. So when you look at the total cost of the product-and-delivery, it is £21.90... that's only £1.91 more to have it delivered next day than the normal shop selling price. That's not bad value when you think about it.

Many thanks for taking the time to leave a review Anne. The nature of review sites and social media is that customers tend to respond only when things haven't gone completely positively. This means that so many companies, restaurants and so on seem to have loads of poor reviews when, in fact, 99% of their customers are actually more than happy with the service but don't feel moved to leave a review.

We're working hard to increase the range to 10,000 products, to improve delivery times further and to keep our prices very competitive, so please be assured that we never take your custom for granted.

Many thanks.

We're sorry to hear you had issues using ivory Couture sugarpaste. We're always happy to replace any product that does not perform as it should but, as is standard practice, we need a little information to help us identify the cause of the problem. We asked for the batch details (batch number and product date/time) which are printed on both the outer box and inner blue packs. We didn't ask for any packaging to be returned - we just needed that information. As no other customer had reported a similar problem with ivory Couture, it was essential that we could test a small sample, which is why we asked for this and obviously we would cover your postage costs. The problem is that if a customer throws away all the product and packaging and then reports a problem, there is very little that we, or any other retailer, can do to help. It's not a case of poor customer service - it's just that we're being asked to deal with a replacement or refund with no supporting evidence of any kind, which immediately puts us in an impossible position.