We’re so sorry to hear about your bad experience when ordering with us recently. If you haven’t received your refund would you mind contacting our offices and ask to speak to Shannon who will ensure this has been organised for you.
Unfortunately, as a company we are totally reliant on our courier company to deliver our products. Very occasionally they let us down. You stated in your comment that we have lost nothing. We do not actually receive any compensation or reimbursement from our courier company if our cheesecakes go astray. We have to cover the costs for the lost cheesecake ourselves. Also please note we do have a lot of very happy customers who order from us regularly. With any mail order delivery company, even the very best at least 5-10% of packages go astray or don’t get delivered on time. Our products unlike others are perishable and HAVE to be delivered on a next day delivery. If the product doesn’t get delivered immediately it has to be returned to us and thrown away and we lose the product.
Also our delivery slots on Saturday are up until 1.00pm, not 5.30pm. Our offices remain open until 1.30pm on Saturdays allowing time for our customers to call us if their delivery hasn’t arrived. Times of delivery are stated on our website when you place your order.
Once again we are sorry for any inconvenience that has been caused to you.