customer

I ordered a cake for my son’s 17th birthday and when it arrived it was damaged and had slid to one side of the box ruining the base and the personal message. When I emailed and asked for a refund no one responded for 3 days and I was told I wasn’t entitled to a refund because of there return policy

“Damaged Products

If your cake arrives damaged:

Register your complaint within 12 hours of receiving the order.
Provide clear photos of the damaged cake and packaging.
Return the cake within 24 hours of delivery.
The cake must be returned in the same condition as received.
Email proof of return to…
Return shipping costs will be covered by the company.
Refund will be issued after inspection of the returned product.

3. Non-Return of Product

As our products are perishable, evaluation is only possible upon physical inspection.

If the product is not returned:

Refund requests will not be fully entertained.
Only a maximum of 20% of the order amount may be provided at the company’s discretion.”

So to receive a refund I would have to have returned the cake which was large in size on a Friday evening within 24hrs which which would have cost me over £80 the cake was £95. It seems to me they do have written this knowing how unachievable this is. So not only are you left without a cake for a special occasion with no time to replace you have to return to get a refund like other reviewers I will be reporting to trading standards as I believe this an unreasonable request for a damaged product.
I also rang them 5 times trying each number option and twice got sent to a voicemail that couldn’t take a message and 3 times the receiver was picked up and hung up again.

This company have been the worst company I have ever dealt with, I now have no dressing table and am £560 lighter.
My table arrived damaged and after numerous offers of £50 to keep it I demanded they collect it and I wanted a full refund, they arranged the collection as cheaply as possible I was told I wasn't allowed a receipt and they would give me no reference number, and unsurprisingly they claim to have never received it back so now I have no dressing table and they are up £560 of my money.
My bank even challenged but they, unfortunately, backed down as they are very clever at giving you no proof of collection.

24/7 Finance were incredibly helpful they guided me through the process with ease and reassurance, and as someone with a mediocre credit rating it can be a stressful time.
James Walsh was my Account Manager and he was fantastic polite and kept my updated all the time, even if there wasn’t much to update.