The Cake People Bewertungen 

Antwort von The Cake People

23. Sept. 2025

Hi Michelle

Thanks for your feedback. We're sorry to hear that your experience didn’t meet expectations.

To clarify, the $10 admin fee exists to ensure changes are accurately processed in our system — especially during busy periods. It's not about being "too busy" to help, but about maintaining a clear workflow to avoid errors. As a small team, this system helps us deliver each cake with care and precision.

As for the cake itself, we’re disappointed it wasn’t to your liking. All our cakes are baked fresh using award-winning recipes that have received countless positive reviews — even from other customers ordering the same flavours in the same week.

We also let all customers know that our cakes are best served at room temperature. If stored in the fridge, the buttercream and fillings may firm up, which can affect texture. Taking the cake out 2–3 hours before serving brings it to its ideal state.

Warm regards
Joanne & Stephen
The Cake People

Antwort von The Cake People

12. Sept. 2025

We’re very disappointed to receive this review given the full context of your orders and our efforts to help. You originally placed two different Black Forest cake orders – one gluten free, and one with Biscoff (which is not gluten free). Had you selected to make your cake gluten free, Biscoff does not pop up as an option. You later asked us to refund the order with the incorrect delivery address, which we did. To support you, we even reduced our standard $35 admin fee down to $10, absorbing the transaction costs and time involved as we felt it was a genuine mistake.

We’ve gone through our thread of emails where you asked for the refund due to the wrong address, and at no point did you ever mention that this second cake was required to be gluten free. There was nothing for us to “pick up on” until you raised it right before delivery. A confirmation email was also sent to you at the time of purchase, clearly stating the order details you submitted. Unfortunately, you did not notice that you hadn’t selected gluten free, yet now seem to want to judge us for not reading your mind.

When you contacted us yesterday, I was on the road so couldn’t check immediately but phoned you few hours later and followed up with a message noting you didn’t select gluten free. At no point did we ever say the cake was “not vegan.”

We’ve been patient, responsive, and fair throughout, and it is upsetting to be left with a 1-star review for what was ultimately a customer ordering error. We do our very best to guide customers, but the selection made at checkout determines the outcome. We pride ourselves on our quality and customer care, and feel this review does not reflect the service actually provided.
Jo & Stephen
The Cake People

Antwort von The Cake People

23. Sept. 2025

Thank you so much for trusting us — especially when ordering online can feel like a bit of a gamble! We’re thrilled to hear the cakes exceeded your expectations and matched what you saw on our website. It means the world to us to know you were happy with both the look and the taste.

Hope we can help you celebrate again soon!

Warmly
Joanne & Stephen
The Cake People

Antwort von The Cake People

23. Sept. 2025

Thank you so much for your lovely feedback — we’re thrilled to hear the cake was a hit for your little one’s birthday! 🎉 We totally understand that our limited pickup hours can be tricky, especially for busy families. As a small team, we’re doing our best to manage everything ourselves, but we really appreciate the feedback and will keep working on ways to make things smoother.

Warmest wishes
Joanne & Stephen
The Cake People

Antwort von The Cake People

23. Sept. 2025

Thanks so much for your lovely words! We're so glad your son enjoyed his Thomas the Tank Engine cake 🚂 and that everything from ordering to pickup went smoothly. It means the world to us knowing your guests were happy too!

Warmest wishes
Joanne & Stephen
The Cake People

Antwort von The Cake People

23. Sept. 2025

Thanks so much for your kind words! We're thrilled to hear you enjoyed the cake, the service, and our delivery – we’ll be sure to pass on your lovely feedback to our driver too 🚚🎂

Warm regards
Joanne & Stephen
The Cake People

Antwort von The Cake People

20. Aug. 2025

Hi Fiona
We're really sorry for the delay and any frustration it’s caused. At the moment, the business is being run by just one person, and at times it can be overwhelming juggling emails, orders, production, and customer requests.

Please rest assured — it’s not that your voucher has been forgotten. It’s genuinely on my list of things to do and will be sent through shortly. You’ll have a full 6 months to use it once received. It's been credited to your account onstore so the next time you make a purchase the shopify store platform will recognise your profile and offer you the credit at checkout.

Thanks so much for your patience and support — it truly means a lot.

Warm regards
Joanne
The Cake People

Antwort von The Cake People

15. Juli 2025

Hi Aneta
Thank you for taking the time to leave your feedback. We're sorry to hear this particular cake didn’t meet your expectations, especially as you’ve enjoyed several of our cakes in the past.

To clarify, the ribbon for your cake was supplied by you and was curling ribbon, which isn’t suitable for the clean, structured look typically used on vintage cakes. We went above and beyond to call and inform you ahead of time, and you agreed to us using our standard black satin ribbon instead. As satin ribbon is not a core decorative element in our business, we only stock black and white – it’s an optional extra, not part of our core offerings like fondant or buttercream.

Regarding the cake itself, our red velvet is our standard recipe – a vanilla-based cake with a hint of cocoa – and the same one used in our award-winning Midnight Red Velvet. As for the filling, any additions such as Biscoff, ganache, caramel or jam are meticulously and precisely measured for consistency across every cake we make. This process has remained unchanged for several years, including in the previous cakes you’ve ordered with Biscoff filling.

We take great pride in delivering quality and consistency, and while we understand that taste is personal, we remain committed to the same high standards that have earned us loyal customers and industry recognition.

Warm regards
Stephen & Joanne

Antwort von The Cake People

15. Juli 2025

Hi Kym
Thank you so much for your lovely review! We're so glad we could help make your event stress-free, even on short notice. It means the world to hear that you loved both the look and taste of the cake. We truly appreciate your kind words and look forward to creating something special for you again soon! 🎂💫

Stephen & Jo

Antwort von The Cake People

15. Juli 2025

Thank you so much for the glowing feedback! We're thrilled to hear it was the best vegan and gluten-free cake you've had — that's exactly what we strive for! 🎉 So glad the delivery made things easy too. We can’t wait to bake for your next celebration! 💛

Warmly,
Joanne & Stephen
The Cake People

Antwort von The Cake People

15. Juli 2025

Thank you so much for your kind words! We're so glad the cake was everything your daughter wanted and more 💖 It means a lot to hear the whole process was smooth from ordering to delivery — and that it matched her special celebration perfectly. We loved being part of her milestone!

Warmly,
Joanne & Stephen
The Cake People

Antwort von The Cake People

15. Juli 2025

Thanks Holly
We're so glad you loved the gluten-free cake — both the look and the taste! 🎂💛

Warmly,
Joanne & Stephen
The Cake People

Antwort von The Cake People

6. Juli 2025

Dear Rose

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your experience with us didn’t meet your expectations, and we’d like to clarify a few important details to provide full context.

When your order was placed online, the incorrect date was selected by you at checkout. Our ordering system requires customers to choose their desired date via a calendar tool, and this is confirmed on your order summary. Once submitted, any changes to your booking require us to manually withdraw and reprocess the order, which is why we charge a $10 admin fee. This process is not instantaneous and takes time away from our tightly scheduled production run. As a small team of just two people managing everything—from baking to customer service—we rely on these systems and fees to keep operations running smoothly and fairly for all customers.

Regarding your request to cancel the order: at the time of your call, we had already designed and laser-cut your personalised acrylic topper. This is a custom-made item and cannot be reused. Our $35 cancellation fee covers the time, materials, and loss associated with custom orders that are already underway. This policy is outlined on our website.

In terms of the delivery, we advised that your cake would arrive before 5:30pm, and your cake was delivered just before 5:00pm—well within the expected timeframe.

Finally, we want to be very clear that Joanne did not yell during your phone conversation. She remained professional while firmly upholding our clearly communicated policies. We acknowledge that tensions can arise, but we always ask that our team be treated with respect, just as we aim to treat every customer with care and consideration.

We're pleased to hear the cake itself was a hit, and it’s unfortunate that this overshadowed the experience. We hope this helps clarify the reasoning behind our approach and our policies.

Regards
The Cake People Team