In the unlikely event that you need to make a complaint about your cake or service received, the following policy and procedures will apply to all bookings. The procedures stated below must be followed in order that your complaint may be fully investigated and resolved.
TO MAKE A COMPLAINT
Contact The Berkshire Bakesmith in writing at all times in respect of complaints by email. Complaints will not be discussed in person, over social media or over the telephone. Please note that The Berkshire Bakesmith does work with a legal advisor and they may be copied in to any complaints where deemed appropriate.
COMPLAINTS ABOUT THE VISUAL APPEARANCE OF YOUR CAKE
Your acceptance of the finished cake is final. Acceptance of the finished cake is made by:
Upon receipt of the photo/s of your finished cake, you must notify The Berkshire Bakesmith immediately by email if you are not happy for any reason with your finished cake. Before delivery of your cake, if you are unhappy with the finished design of your cake, the following procedures will apply depending on the reason for your complaint:
COMPLAINTS ABOUT THE EDIBLE QUALITY OF YOUR CAKE
If you are unhappy with the edible quality of your cake for any reason, you must notify The Berkshire Bakesmith in writing by email within 48 hours of delivery with photos of the inside of your cake. The remnants of the cake will be collected and inspected. If the cake is deemed to be faulty in any way upon inspection, The Berkshire Bakesmith will provide an appropriate refund only if 75% of the cake has remained unconsumed and is returned to The Berkshire Bakesmith. The Berkshire Bakesmith reserves the right to determine any relevant refund according to the amount of cake that has been consumed once the cake has deemed to be faulty upon inspection by The Berkshire Bakesmith.
No refunds will be given for cakes that are not deemed to be faulty upon inspection, or where the cake cannot be inspected by The Berkshire Bakesmith within 48 hours of the original delivery.
SAFE HANDLING & TRANSPORTATION OF YOUR CAKE
If the cake has been damaged during delivery, The Berkshire Bakesmith will not deliver the cake and repair any damage before re-delivering.
Please note that The Berkshire Bakesmith accepts no responsibility for any damage caused during onward journeys you may make with your cake after delivering the cake.
Please note that The Berkshire Bakesmith accepts no responsibility for the safe handling of your cake once delivery has been made.
CUSTOMER SERVICE COMPLAINTS
If you have any complaints about the customer service you received during your interaction with The Berkshire Bakesmith, please contact us by email as soon as possible in order that these may be amicably resolved.
Complaints Policy & Procedure Updated on 4th August 2020