Should really be zero stars
I ordered a selection of cupcakes from the Cake Box via Ubereats, to be delivered the following day from the Loughborough branch to my student son for his birthday.
On checking the Ubereats apps after the scheduled delivery time it said that the order couldn’t be fulfilled by the Cake Box and had bern cancelled at 21.35 the previous evening. No text/email/phone call! I phoned the number given on the website for the Loughborough store and went through to a central number where I treated to the rudest customer service I’ve ever experienced. No apology, no explanation, talked over me etc. I asked for the name and email address of their CEO so I could put in a formal complaint. Refused to divulge and neither the girl nor her equally rude supervisor would give me their names. I have no idea whether the Loughborough shop are aware of their head office’s tactics as I haven’t visited in person but this has been such a bad experience that I won’t be giving any business to this company ever again and will warn others to avoid like the Plague.
Reply from Cake Box
Dear Claire,
Thank you for your feedback, and we’re genuinely sorry to hear about the experience you had while placing an order through Uber Eats for our Cake box Store.
We completely understand how important it was for your son’s birthday, and we regret that the order was cancelled without prior notice. While cancellations and notifications are managed directly by Uber Eats, we do take responsibility for third-party orders and understand the impact this has had on your plans.
We’re also very sorry to hear that your call with our customer service team did not meet your expectations. We aim to provide a helpful and respectful experience at every point of contact, and your comments will be shared with the appropriate teams for review and training.
We truly value your feedback, as it helps us continue to improve both our service and communication.
Kind regards,
Customer Support Team
Cake Box