Lucy Li
2022 Memory Street
Vancouver, BC V2J 3C0
March 1, 2022
Daan Go Cake Lab
3380 Midland Avenue
Scarborough, ON M1V 5B5
To Whom It May Concern:
I am writing regarding my recent purchase of a peach garden cake at your Scarborough location ordered in advance to be picked up at 5:00 pm on February 25, 2022. I am a frequent customer at your bakery, and I love your products to the point that I can proclaim myself as a loyal customer. However, this time, I was disappointed with the cake since it was still solid frozen when I brought it home to celebrate my mother’s birthday.
I arrived at the location to pick up the cake, but the employees at the location could not find my order for some reason and asked me to wait half an hour. I did, and after half an hour, I received the cake and went home. To my surprise, when we took out the cake, it was frozen as if just came out from the freezer. No one could eat the cake and the birthday celebration did not end well. I was very disappointed since the cake was not ready even though I ordered the it weeks in advance. More importantly, I am disappointed that the employees handed me a frozen cake without telling me it was frozen.
I would like to request a refund for the inedible cake I received. No customer should have been asked to wait half an hour for a solidly frozen cake even after ordering it weeks in advance.
Please find an attached image of the frozen cake as proof of the quality. I look forward to your immediate reply.
Regards,
Lucy Li
Enclosed: Order #67890 Cake Photo
___________________________________________________________________
Daan Go Cake Lab
3380 Midland Avenue
Scarborough, ON M1V 5B5
March 12, 2022
Lucy Li
2022 Memory Street
Vancouver, BC V2J 3C0
Dear Ms. Li:
Thank you for taking the time to send us the letter. We are always happy to hear from our customers, whether good or bad feedback.
I am very sorry to hear about this experience. We pride ourselves on the best customer service and cakes in the city. We were supposed to bring the cake out and defrost it in the fridge the day before the pickup. However, we have been busy preparing for the opening of the new cake lab location, and we printed your order out and placed it on the wrong date on our preparation calendar. Apologies that your order was not ready and that the staff did not inform you to defrost the cake.
On behalf of Daan Go, I apologize again for the inconvenience once again and would like to offer you a full refund for the cake. We have issued a refund of $63.28 to your credit card company. It may take up to 5 days to see this credit on your account.
Please reach out to us and let us know if you have any questions or concerns.
Sincerely,
Christopher Siu
Chef of Daan Go Cake lab
Enclosed: Order #67890 Refund Receipt
Leave a Reply