I ordered a personalised cake for my son’s 10th birthday. It never arrived. I had to buy an emergency cake on the day from the supermarket instead. I was promised a refund but two months later am still waiting for the money. I spoke to someone on the phone (once) back in July who assured me a refund would be on its way. I’ve since chased up the outstanding refund numerous times by emailing the sales email address they recommend on their website. I received a response two weeks ago from someone telling me that he would chase up the amount with the finance team. Then never heard back from him. I’m beginning to wonder if there even is a finance team. Now all emails and phone calls go unanswered. The disappointment on my son’s 10th birthday was one thing, but now this is a matter of principle and a legal matter. They’ve taken money for a service they didn’t provide and refuse to return my money.