Thank you so much for your review and we're glad you enjoy the pavlova 😊

Kind regards
Jack and beyond cakes

Dear Matthew,

Thank you for taking the time to leave a review about your recent experience with ordering a cake from us. This is Fulop, the owner of Jack & Beyond, who you spoke with over the phone on the day (as I was covering holidays in our customer service team).

First and foremost I can assure you that we take every customer feedback of this nature very seriously. However, I do have to admit that the claims you make in your review have deeply shocked me, and I have thoroughly read your review several times to make sure that I understood you correctly.

I would like to start by saying that, at no time, neither me nor my colleague Sophia (who you spoke to a bit later on) were rude to you or accused you of lying. Moreover, we really tried to go above and beyond to accommodate your situation. To summarise what happened: You called us at 1pm on a Friday saying you just received a notification that your cake will be delivered on Saturday, but that you actually ordered it for today (the Friday).

I straight away looked into it and double checked this for you on our order system, which clearly showed that you selected Saturday as the delivery date for your order. I then kindly asked you to send us a screenshot of your order confirmation which should show the selected delivery date, however, you were not able to provide this and sent me a screenshot instead of what the checkout / basket looks like on our website, which does not proof in any way that the website is faulty. I then replied to you straight away, offering the following solution (as quoted from our conversation): 'I spoke to the kitchen and they could still make this cake for you and we can send it out with a third party carrier service to arrive between 3pm and 6pm. They are charging £35 for this service. Of course you already paid £13.95. As a gesture of goodwill we can take half of the extra costs so it would be only £10 to organise this'.

I also provided you with a screenshot of the order confirmation taken directly from our Shopify system, which clearly showed that Saturday had been selected as the delivery date.

You called back a few minutes later, simply stating that you made the payment of £10 and my colleague Sophia assured you the delivery will be booked in right away to get the cake to you as soon as possible.

I also double checked with our courier service, and the order was successfully delivered on Friday at 5:45PM. From our point of view we really did everything we could given the short notice and it all seemed to be resolved in the end.

But then, 3 days later, we receive this review, in which you not only claim that we treated you in a rude and unprofessional manner (which is just not true), but also that you paid more for delivery than you actually did. You did not pay £35 extra, nor did we ever ask you to. The total you paid for delivery was roughly £24 and this includes the original delivery fee of £13.95 paid when the order was placed. At the same time you are saying that Lola's saved the day, all of which is deeply disrespectful to everyone working here at Jack & Beyond. I do hope that my response will make you reflect on the things you have said, and how this might affect the people who really did their best to help you with your query.