The Girl on the Swing - Chartwell

I had organised a custom cake for my girlfriend’s 30th birthday a couple of weeks prior to her party (cake was based on a cake from her favourite show-she was super excited!) and called the day of pickup (1/3) to confirm pick up time. I was told the cake wasn’t out on the board to make that day and it hadn’t been made. The gentleman who answered the phone (Cam?) was apologetic and asked me to call back while they find my order details. I called back and they didn’t have anyone who could pipe the cake so he was trying to organise someone to do it for me. An hour or so later I got a call back and they were still trying to organise someone. Later on I got a text that the cake wouldn’t be able to be done at all. I was absolutely gutted. The cake was supposed to be the centrepiece and my girlfriend and I were really excited about it. By this time it was too late to organise a replacement (especially because it was gluten free) so there was no cake at her birthday party. I understand this was an accident and I know the gentleman I spoke to tried his best to get it organised for me which I’m very thankful for, and up until then the service and email communication between Izzy and I was great and they were very accommodating to my requests but it was a complete disaster on the day. I was extremely stressed and embarrassed that there was no cake and it was really disappointing. Still no refund as of today (4/3). Won’t be back.

Quality of gf cupcakes is amazing, done really well. I got the vanilla with buttercream and the Whittaker's chocolate one. So good, highly recommend (I'm coeliac)