Dear MM,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that the cake did not meet your expectations and that your son was disappointed on his birthday — we understand how important those moments are.
We would like to kindly clarify that, as stated in the product description at the time of ordering, this cake is made with a vanilla sponge, with mango incorporated into the filling and decoration, rather than a fully mango-flavoured sponge. For this reason, the base flavour of the cake is intended to be vanilla rather than mango throughout, which is also visible on the website picture of the cake cut.
Regarding the texture of the sponge, this is the first feedback of this nature we have received. Our cakes are baked fresh to order and our vanilla sponge is typically described by customers as light and fluffy. We have not received similar feedback from any other customers who received cakes from the same batch; however, we will of course keep an eye on this moving forward.
Taste and flavour preference can be very subjective and we’re very sorry the cake was not to your personal liking. If you consider ordering from us again please do not hesitate to get in touch prior to placing the order if you have any questions or would like any recommendations based on what you are looking for.
Thank you again for your feedback — it is always appreciated and helps us continue to review and refine our offerings.
Best regards,
The Jack & Beyond Team