I appreciate the Free birthday cake offer every year but this time had a really bad experience. I visited Canary Wharf Canada Square and asked for a Cookies and Cream cake. Normally I get other flavours but this time those weren't available! There were 4 staffs all chatting between themselves and no one bothered to provide instructions about the cake. I took that home as usual and later while serving, found it really dry, hard, tasteless and very sugary! The evening plan went wrong as none of my friends could have the cake so I wasn't really happy about it. I've contacted Lola's customer service next day and explained everything; the agent Wesley told me that I had to keep the cake outside the fridge for 3 hours before serving so it wasn't their fault. I was really shocked as normally I've never done that with the other cakes I had from them. Also asked him that the staffs could even provide me this instruction but they all were busy chatting. He then just reported, apologized and avoided to offer me a replacement just because it was a Free cake and I didn't pay for it! The overall experience wasn't really that great what the company should really focus on!